1 The EAA’s working days are from Monday to Friday.
2 From the next working day following receipt of the enquiry.
3 From the next day following the receipt of the application, the required fee and documents to the day the licence/statement of particulars of business is issued (ie. the day the licence is available for collection). This service target does not apply to applications which require the EAA Licensing Committee to determine whether the applicant fulfils the "fit and proper" requirements or other licensing requirements as prescribed under the Estate Agents Ordinance. A longer duration is needed for such cases for the EAA to make enquiries and for the applicant or any third party (such as the Official Receiver's Office, trustees-in-bankruptcy or the Police) to respond before EAA approves or rejects the application.
4 From the next day after an application is cancelled or rejected; for bankruptcy cases, from the next day following the receipt of the instructions from the Official Receiver's Office or the trustee-in-bankruptcy.
5 The EAA’s investigation generally focuses on the compliance of the Estate Agents Ordinance and its subsidiary legislation and the conduct of estate agents and salespersons in their practice of estate agency trade. If a case is related to any parallel investigation of criminal offence or non-compliance with any law or regulation by other regulatory bodies, or if the case is related to any parallel civil court action, this performance pledge is inapplicable.
6 “Witness” means a person other than the complainant(s) and the complainee(s).
8 The investigation time commences from the date of the EAA’s written response to complainants upon receipt of sufficient supporting documents from them or (if there is no complainant) from the date of the EAA’s first allegation letter to licensees or suspects. The investigation time terminates on the date of the written notification to complainants (if any) and complainees, licensees or suspects of the outcome of the investigation.
Where further processing time is needed under the situations as described in paragraph 6.10 of the “Important Notice to Complainants”
, such further processing time is disregarded for the purpose of this performance pledge.
10 From completion of investigation or, in the event the case is submitted for an inquiry hearing, the date of the letter notifying the complainee of the result of the hearing.
11 Exclude cases that have to be submitted for inquiry hearings. For the latter, the statutory requirement is for the EAA to “within the period of 21 days beginning on the date of the relevant decision, [to] notify in writing the licensee and any other person against whom the decision is made of the decision...”.