Performance Pledges 2021/22 Targets
Local and Non-local Mail
1.

Small Letters:
Deliver locally posted ordinary and registered Small Letters, posted before the advertised latest time for posting, to local addressees by the following working day i and ii

Large Letters and Packets:
Deliver locally posted ordinary and registered Large Letters and Packets, posted before the advertised latest time for posting, to local addressees within 2 working days i and ii

98.0%



98.0%
2. Deliver Bulk Economy mail items according to the standards specified in the Service Leaflet i and ii 98.0%
3. Deliver Hongkong Post Circular items within 4 working days after the day of posting i 99.5%
4.

Despatch outward ordinary, registered airmail and iMail items, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights


Non-peak periods iii

Small Letters
Within the same day or the following working day

Large Letters and Packets
Within 2 working days following the day of posting
Peak periods iv

Small letters, Large Letters and Packets
Within 4 working days following the day of posting





99.0%


99.0%



90.0%
5. Deliver inward ordinary and registered airmail items within 2 working days after arrival in Hong Kong i and ii 98.0%
6. Deliver local and inward parcels within 2 working days after day of posting or arrival, to Hong Kong, Kowloon and major commercial and industrial areas in the New Territories, and within 3 working days to other areas i and ii 99.5%
7. Despatch outward air parcels, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights
Non-peak periods iii Within 2 working days
Peak periods iv Within 5 working days

 

99.0%
90.0%
8. Despatch outward bulk air mail items, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights
Non-peak periods iii Within 3 working days
Peak periods iv Within 7 working days

 

90.0%
90.0%
9. Despatch outward e-Express items, posted before the advertised latest time for posting, to the designated air carrier, subject to availability of flights
Non-peak periods iii Within the same day or the following working day
Peak periods iv Within 2 working days following the day of posting

 

95.0%
90.0%
Speedpost and Local CourierPost
10. Provide pick-up service for Speedpost items within the period as specified in the Service Information Sheet 99.5%
11. Deliver outward Speedpost items accepted before the specified latest times for posting to air carriers on the same day, subject to availability of flights 99.5%
12. Deliver inward Speedpost items on the same working day for items arriving before 6:00a.m. i and v 99.5%
13. Deliver Local CourierPost items according to the standards specified in the Service Leaflet i 99.5%
Retail Business
14. Serve customers within 10 minutes during non-busy hours vi 98.0%
15. Serve customers within 25 minutes during busy hours or peak periods vi & vii 98.0%
16. Reset private franking machines at counters within 15 minutes 98.0%
17. Deliver products under Advance Order Service at counters within 15 minutes 98.0%
Philately & PostShop Products
18. Make products available for collection under Advance Order Service on the first day of issue of the related special stamps 100%
19. Despatch non-local orders within 7 working days from the first day of the relevant new stamp issue or the date of the order as confirmed by Hongkong Post 100%
20. Open new philatelic accounts within 6 working days from date of receiving the application 100%
21. Deliver local orders for PostShop products within 7 working days from date of receiving the order 99.0%
Certification Authority
22. Complete processing of applications for Hongkong Post e-Cert within the working days stipulated below viii:
  • e-Cert (Personal) – 3 days
  • e-Cert (Organisational) – 10 days
  • e-Cert (Encipherment) – 10 days
  • e-Cert (Server) – 10 days
 99.0%
Hotlines
23. Answer calls to Hongkong Post Hotlines within 3 rings, i.e. within 12 seconds 90.0%
Application for Postal Services
24. Complete processing of applications for the following services within 5 working days viii:
  • Post Office Boxes
  • Use of Private Franking Machine
  • Opening of Deposit Accounts for posting of mail in bulk
  • Redirection Service

Complete processing of applications for the following services within 4 working days viii:

  • Freepost
  • Business Reply Service
  • International Business Reply Service
 100%
25. Complete processing of applications for Hongkong Post Circular Service by the following working day viii 100%
26. Complete processing of applications for Permit Mailing Service by the following working day viii 99.0%

Remarks:

  1. The performance pledge applies only to mail delivery days as advertised in Post Office Guide and web site.
  2. One more working day is required for delivering items arriving or posted on the last working day before or days within the long stretches of holidays for Ching Ming Festival, Easter, Labour Day, Tuen Ng Festival, Christmas and Lunar New Year.
  3. Non-peak periods: April - October 2021 and March 2022
  4. Peak periods: November 2021 - February 2022
  5. One more working day is required for delivering items arriving after 6:00 a.m. on the last working day before and up to 6:00 a.m. of the first working day following a long stretch of holidays for Ching Ming Festival, Easter, Labour Day, Tuen Ng Festival, Christmas and Lunar New Year.
  6. Not applicable to bulk posting acceptance counters
  7. Peak periods include the first day of issue of philatelic products and the peak collection periods for government bills (i.e. the whole month of January and the last week of April, July and October). The busy hours of post office are set based on customer flow, service transaction time and staffing of individual post offices. Details of busy hours and peak periods for individual post offices are displayed in the public halls of the post offices concerned.
  8. Subject to the receipt of all the required documents, fulfilment of the terms and conditions of the specific services and payment (if applicable).

General Notes :

Sundays and general holidays are excluded for the purpose of determining the date of posting or arrival in Hong Kong for all mail items and for performance measurement under the performance pledges.

The performance pledges do not apply to days where special arrangement has been announced.

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