Hong Kong Examinations and Assessment Authority

Our Service Pledges

HKEAA is committed to providing quality service to our stakeholders. We have the service pledges committed, and we will closely monitor and review the performance of these standards regularly, in order to continually enhance our service provision.

Enquiry and Complaint Handling

Item	Services	Standard
1	Handling of enquires and complaints Hong Kong Diploma of Secondary Education Examination / Hong Kong Advanced Level Examination / Hong Kong Certificate of Education Examination International and Professional Examinations Basic Compentency Assessments	Reply within 5 working days¹

Service Provisioning

Hong Kong Certificate of Education Examination / Hong Kong Advanced Level Examination

Item	Services	Standard
2	Certification of Examination Results
	Issuance of Statements of Results	8 working days (normal application) 3 working days (express application)
	Issuance of Certification of Results	5 working days (by mail to designated recipients)
	Issuance of Certification for Entering/Participation in Examinations	3 working days (collect in-person) 5 working days (by local mail)

International and Professional Examinations²

Item	Services	Standard
3	Re-issuance of admission tickets	3 working days (collect in-person) 5 working days (by local mail)

Basic Competency Assessments (Services to schools)

Item	Services	Standard
4	Registration of new school accounts for Student Assessment system	5 working days

5	Availability of Student Assessment system	99%

Publications

Item	Services	Standard
6	Dispatching of orders for publications through HKEAA Online Bookstore or by post	3 working days³

Your feedback on the standards of our services is also an essential input to our service enhancement. HKEAA welcome and value any comments or suggestions you may have on our services and performance. If you have any comments or suggestions, please contact us to give your views.

Results of HKEAA Service Pledges in 2010/11

Remarks:

For cases requiring more information or further investigation, an interim reply will be provided within 5 working days upon receipt by the responsible staff, to be followed by a detailed written reply as soon as relevant information is available.
"International and Professional Examinations" generally refer to examinations / assessments administered by the HKEAA in Hong Kong on behalf of other examination bodies. They do not include the Hong Kong Certificate of Education Examination, Hong Kong Advanced Level Examination, Language Proficiency Assessment for Teachers, Territory-wide System Assessment and Test of Proficiency in Putonghua. This section of the service pledge only covers the services provided directly and totally by the HKEAA.
Upon clearance of payment and provided that sufficient stock is available.