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Service Pledges
Our pledge is to provide quality service to our stakeholders. We monitor and review the performance of these standards regularly and closely, in order to enhance our service provision.
Enquiry and Complaint Handling
Item
Services
Standard
1 Handling of enquires and complaints
  • Hong Kong Diploma of Secondary Education Examination
  • Language Proficiency Assessment for Teachers
  • International and Professional Examinations
  • Territory-wide System Assessment
Reply within 5 working days1
Service Provisioning: Hong Kong Diploma of Secondary Education Examination
Item
Services
Standard
2 Certification of Examination Results
  • Issuance of Statement 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 an Examination
  • 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)
Publications
Item
Services
Standard
4 Dispatching of orders for publications through HKEAA Online Bookstore or by post 3 working days 3

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



Remarks:

  1. 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.
  2. "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 Language Proficiency Assessment for Teachers and Territory-wide System Assessment. This section of the service pledge only covers the services provided directly and totally by the HKEAA.
  3. Upon clearance of payment and provided that sufficient stock is available.