Performance Pledges

The webpage tells you about the standards of licensing services, vehicle examination services, government tunnels services, Tsing Ma Control Area services and Tsing Sha Control Area services that the Transport Department pledges to provide for the public. It also explains the steps you can take if you have any comments or complaints on the services.

Content

 

Performance Standards and Services Covered

The performance standards of the services under the Transport Department Performance Pledge Scheme are expressed generally in terms of waiting times. These services include:

General Licensing Services

Details of pledged targets for licensing services in the four Licensing Offices under Transport Department are as follows:

 Pledged target
(Waiting time of counter service)
Percentage of achieving the target in 2019 (%) Percentage of achieving the target in 2020 (%) Target in 2021  (%)
  • Providing driving licence renewal service over the counter
70 minutes* 99 - 98
  • Providing vehicle licence renewal service over the counter
70 minutes* 96 - 98
  • Issuing excess passengers permit over the counter (applicable to application not requiring vehicle examination)
70 minutes# - - 95^
  • Notifying the applicant of the application result for long /wide load permit
25 working days# - - 95^
  • Notifying the applicant of the application result for movement permit (applicable to application not requiring vehicle examination)
30 working days# - - 95^
  • Notifying the applicant of the application result for expressway permit
30 working days# - - 92^
  • Non-counter licensing services (by post, through drop-in box and internet)
10 working days
 
100 89** 100
  • Issuing the vehicle registration document for application for vehicle first registration (without third party consultation)
2 working days# - - 95^

* Waiting time of counter service includes the queuing time and processing time of the application. Licensing Offices were unable to conduct waiting time surveys given the suspension of walk-in counter services from 2 February to 28 June 2020, from 20 July to 14 September 2020 and from 2 December 2020 to 17 February 2021 due to the COVID-19 pandemic, and therefore could not provide a figure for 2020.
# Upon receipt of the duly completed application with all required documents.
^ The pledged target took effect from 1 July 2019.
** As compared with the previous years, there was a substantial change in the mode of operation of the Licensing Offices during the COVID-19 pandemic where walk-in counter services had been suspended for over six months. Non-counter licensing services became the major channel of application submission. Given the substantial increase in the number of applications received via drop-in box, by post and online, and that handling of such applications involved longer processing time (e.g. contacting applicants to seek clarification or request for additional documents), the percentage of applications with non-counter licensing services provided within ten working days upon application in 2020 was hence lower than that in 2019.

 

Licensing Services for Public Vehicles

 Pledged target Percentage of achieving the target in 2019 (%) Percentage of achieving the target in 2020 (%) Target in 2021 (%)
  • Transfer of ownership of taxi and public light bus
5 working days 100 100 95^
  • Application for replacement of vehicle of taxi, public light bus, private light bus and hire car
5 working days 100 98.86 95^
  • Extension of passenger service licence/passenger service licence certificate for public light bus
5 working days 100 100 95^
  • Extension of passenger service licence/passenger service licence certificate for private bus
7 working days 100 100 95^
  • Application for display of advertisements/marking on public/private bus, public light buses and taxis
7 working days 99.23 99.86 95^
  • Extension of passenger service licence/passenger service licence certificate for school private light bus
14 working days 100 100 95^

Licensing Services for Public Vehicles Licensing Services for Public Vehicles
Licensing Services for Public Vehicles

 

Driving Test Services

 Pledged target Percentage of achieving the target in 2019 (%) Percentage of achieving the target in 2020 (%) Target in 2021 (%)
Waiting time for written tests
  • Part A tests
45 calendar days 100 11# 98
  • Taxi tests
60 calendar days 100 43# 98
Waiting time for road tests
  • Commercial
82 calendar days 100 80* 95
  • Announcement of written test results (both Part A & Taxi)
15 minutes 100 100 98

*The actual number of road tests conducted in 2020 was lower than that in 2019 due to intermittent suspensions of road test services amid the COVID-19 pandemic.
#Written test services for learner driving licence (Part A written test) and taxi driving licence (taxi written test) were suspended from 29 January to 25 May 2020, from 29 July to 13 September 2020 and from 2 December 2020 to 14 March 2021 amid the COVID-19 pandemic. Due to service suspension, it was only able to conduct Part A written test for 11 per cent of the candidates within 45 days upon their applications, whereas taxi written test could be conducted for 43 per cent of the candidates within 60 days upon their applications.

Driving Test Services

 

Licence Records Services

 Pledged target Percentage of achieving the target in 2019 (%) Percentage of achieving the target in 2020 (%) Target in 2021 (%)
  • Enquiry on vehicle or driving licence
2 hours 100 100 100
  • Enquiry on historical records of licences
14 working days 100 100 100

 

Vehicle Examination Services

 Pledged target Percentage of achieving the target in 2019 (%) Percentage of achieving the target in 2020 (%) Target in 2021 (%)
  • Annual examination of goods vehicle at Kowloon Bay Vehicle Examination Centre
10 working days 100 100 100
  • Annual examination of goods vehicle at New Kowloon Bay Vehicle Examination Centre
10 working days 100 100 100
  • Recheck examination of goods vehicle at Kowloon Bay Vehicle Examination Centre
4 working days 100 100 100
  • Recheck examination of goods vehicle at New Kowloon Bay Vehicle Examination Centre
4 working days 100 100 100

Vehicle Examination Services

 

Government Tunnels Services

 Pledged target Percentage of achieving the target in 2018^ (%) Percentage of achieving the target in 2019^(%) Percentage of achieving the target in 2020^(%)
  • Respond to traffic accident/vehicle breakdown
Within 2 minutes* 99 100 99
  • Remove breakdown vehicles/obstacles from the tunnel tube
Within 12 minutes# 92 95 96
  • Inform tunnel users of traffic obstruction inside the tunnel through the Public Address and the Broadcasting Systems
Within 5 minutes 100 100 100
  • Keep the average carbon monoxide (CO)concentration level inside the tunnel at all times
Below 100ppm 100 100 100
  • Keep visibility inside government tunnels at all times
Below an extinction coefficient of 0.005/m 100 100 100
  • Reply to public complaint
Within 7 working days 100 100 100

* The pledged targets for Lung Shan Tunnel, Cheung Shan Tunnel and Tuen Mun-Chek Lap Kok Tunnel are within 5 minutes.
The pledged target for Tate's Cairn Tunnel is within 6 minutes.
The pledged target for Airport Tunnel is within 13 minutes.
# The pledged target for Tate's Cairn Tunnel is within 20 minutes.
^ The Tate's Cairn Tunnel was taken over by the Government on 11 July 2018. Its records on the percentage of achieving the target in 2018 started from 11 July 2018 onwards.
The Scenic Hill Tunnel and Airport Tunnel were commissioned on 24 October 2018. Their records on the percentage of achieving the target in 2018 started from 24 October 2018 onwards.
The Central-Wan Chai Bypass Tunnel was commissioned on 20 January 2019. Its records on the percentage of achieving the target in 2019 started from 20 January 2019 onwards.
The Lung Shan Tunnel and Cheung Shan Tunnel were commissioned on 26 May 2019. Their records on the percentage of achieving the target in 2019 started from 26 May 2019 onwards.
The Tuen Mun-Chek Lap Kok Tunnel was commissioned on 27 December 2020. Its records on the percentage of achieving the target in 2020 started from 27 December 2020 onwards.

 

Tsing Ma Control Area Services

 Pledged target Percentage of achieving the target in 2018 (%) Percentage of achieving the target in 2019 (%) Percentage of achieving the target in 2020 (%)
  • Respond to traffic accident/vehicle breakdown from the tunnel tube, expressway and bridges
Within 5 minutes 98 99 100
  • Remove breakdown vehicle/obstacle from the tunnel tube, expressway and bridges
Within 12 minutes 100 100 100
  • Inform users of traffic obstruction inside Tsing Ma Control Area through the Variable Message Signs
Within 2 minutes 100 100 100
  • Inform users of traffic obstruction inside Cheung Tsing Tunnel through Public Address and the Broadcasting Systems
Within 5 minutes 100 100 100
  • Keep the average carbon monoxide (CO)concentration level inside the tunnel at all times
Below 100ppm 100 100 100
  • Keep visibility inside the tunnel at all times
Below an extinction coefficient of 0.005/m 100 100 100
  • Reply to public complaint
Within 7 working days 100 100 100

 

Tsing Sha Control Area Services

 Pledged target Percentage of achieving the target in 2018 (%) Percentage of achieving the target in 2019 (%) Percentage of achieving the target in 2020 (%)
  • Respond to traffic accident/vehicle breakdown from the tunnel tube, expressway and bridge
Within 6 minutes 100 99 99
  • Remove breakdown vehicle/obstacle from the tunnel tube, expressway and bridge
Within 12 minutes 98 98 98
  • Inform users of traffic obstruction inside Tsing Sha Control Area through the Variable Message Signs
Within 2 minutes 100 100 100
  • Inform users of traffic obstruction inside Eagle's Nest Tunnel/Shatin Heights Tunnel/Tai Wai Tunnel/Nam Wan Tunnel* through Public Address and the Broadcasting Systems
Within 5 minutes 100 100 100
  • Keep the average carbon monoxide (CO)concentration level inside the tunnel at all times
Below 100ppm 100 100 100
  • Keep visibility inside the tunnel at all times
Below an extinction coefficient of 0.005/m 100 100 100
  • Reply to public complaint
Within 7 working days 100 100 100

 

Location of Services

General Licensing Services

Hong Kong Licensing Office
3/F., United Centre, 95 Queensway, Hong Kong

Kowloon Licensing Office
2/F., Cheung Sha Wan Government Offices,
303 Cheung Sha Wan Road, Kowloon

Kwun Tong Licensing Office
5/F., Kowloon East Government Offices,12 Lei Yue Mun Road,
Kwun Tong, Kowloon

Sha Tin Licensing Office
2/F., Sha Tin Government Offices, 1 Sheung Wo Che Road, Shatin.

Licensing Services for Public Vehicles

Public Vehicles Unit
3/F., United Centre, 95 Queensway, Hong Kong

Driving Test Services

For application for written test and driving test
(non-commercial vehicle)

Hong Kong Licensing Office
3/F., United Centre, 95 Queensway, Hong Kong

Driving Test Appointment Office
2/F., Cheung Sha Wan Government Offices, 303 Cheung Sha Wan Road, Kowloon

For application for driving test (commercial vehicle)

Shatin Licensing Office
Submit your application by post to "Transport Department, P.O. Box No. 79, Shatin Central Post Office"

For an assessment of the ability of a disabled person to drive

Driving Services Section
19 Pui Ching Road, Ho Man Tin, Kowloon

Licence Records Services

Driving Licence Records Office
3/F., United Centre, 95 Queensway, Hong Kong

Vehicle Records Office
M/F., Low Block, Queensway Government Offices, Hong Kong

Vehicle Examination Services

Vehicle Safety Enforcement Section 1st Unit
1/F, Transport Department Vehicle Examination Complex, 18 Sai Tso Wan Road, Tsing Yi, New Territories

Transport Department Vehicle Examination Complex 
G/F, Transport Department Vehicle Examination Complex, 18 Sai Tso Wan Road, Tsing Yi, New Territories

Sheung Kwai Chung Vehicle Examination Centre 
302 Wo Yi Hop Road, Sheung Kwai Chung, Kwai Chung, New Territories

To Kwa Wan Vehicle Examination Centre
9-10 Long Yuet Street, Kowloon

Government Tunnels Services

Tsing Ma Control Area Services

The Administration Building
North West Tsing Yi Interchange, Tsing Yi, New Territories

Tsing Sha Control Area Services

The Administration Building 
668 Tsing Sha Highway, Shatin, New Territories

 

Telephone Enquiry Hotline Service

1823
For 24-hour telephone enquiry and fax-on-demand service

Service Environment

We pledge to provide an efficient and courteous service in a clean and orderly environment.

Monitoring of the Pledges

For assessing the performance of the licensing services, every year we conduct two types of surveys:

The Transport Advisory Committee monitors our performance pledges. The Commissioner for Transport also regularly publishes reports on the monitoring of the performance against the targets.

 

Customer Liaison Group

We have set up a Customer Liaison Group (CLG) in the Licensing Section and Driving Services Section to enable our customers to participate in monitoring licensing and driving services and advising on how to make them more customer-oriented.

If you are interested in joining the CLG, you are welcome to contact our CLG Secretary at Tel.: 2804 2631 or by Fax.: 2804 2599.

Our Vehicle Examination Division also set up a CLG in August 1998 to enhance better communication between the vehicle examination centres and their customers, and to collect customers' views and suggestions to further improve our vehicle examination service.

 

Making Comments and Suggestions

We welcome comments or suggestions concerning the services provided by the Transport Department. You can call or write to the officers-in-charge at the following centres:

 TelFax
Customer Service Hotline 2804 2600 Note 2804 2652 Note
General Licensing Services
  • Hong Kong Licensing
2804 2630 2804 2599
  • Kowloon Licensing
2150 7711 2782 0153
  • Kwun Tong Licensing Office
2772 7952 2348 2150
  • Sha Tin Licensing Office
2606 5077 2691 1242
Licensing Services for Public Vehicles
  • Public Vehicles Unit
2804 2506 2865 1227
Driving Test Services
  • Appointment Office
2771 7723 2384 9173
  • Verification and Complaint Office
2714 6164 2711 6799
Licence Records Services
  • Licence Records
2867 4698 2525 7596
  • Alternatively, you may contact the Chief Executive Officer/Licensing
2804 2718 2804 2592
Vehicle Examination Services
  • Vehicle Safety Enforcement Section 1st Unit
3961 0309 3961 0414
  • Transport Department Vehicle Examination Complex MOM Contractor Monitoring Unit
3961 0343 3961 0415
  • Sheung Kwai Chung Vehicle Examination Centre
2426 9085 2418 2977
  • To Kwa Wan Vehicle Examination Centre
2333 3112 2764 1517
  • Alternatively, you may contact Senior Engineer/Vehicle Safety
3842 5723 2802 7533
Government Tunnels Services
  • Tunnels Monitoring Team
3842 5890 2519 8094
  • Alternatively, you may contact the Principal Transport Officer/ Management
3842 6353 2598 1292
Tsing Ma Control Area Services and Tsing Sha Control Area Services
  • Tsing Ma Monitoring Team
3842 5889 2519 8094
  • Alternatively, you may contact Principal Transport Officer/Management
3842 6353 2598 1292

 

Complaints

All complaints will be dealt with expeditiously. We shall provide an interim reply within 10 working days on receipt of complaints; and a substantive reply within 21 working days.

Whilst we will do our best to achieve our targets, there may be cases that require more processing time. For such cases, we will keep complainants informed of the progress of their cases.

 

Right on Appeal on Complaints

If you feel that your case has not been dealt with adequately, please write to the Commissioner for Transport.
Address : 10/F, South Tower, West Kowloon Government Offices, 11 Hoi Ting Road, Yau Ma Tei, Kowloon
Fax. no.: 2824 0433
E-mail address: tdenq@td.gov.hk Note

Underpaid mail items will be rejected. For proper delivery of your mail items to the department, please ensure your mail items bear sufficient postage with return address. (Details)

 

Further Information

You may obtain information about the services we provide through the Transport Department homepage at http://www.td.gov.hk/

You are also welcome to make general enquiries to us at Tel.: 2804 2600 Note, by Fax.: 2804 2652 Note, by E-mail: tdenq@td.gov.hk Note or by post: 10/F, South Tower, West Kowloon Government Offices, 11 Hoi Ting Road, Yau Ma Tei, Kowloon. We shall provide an interim reply within 10 calendar days on receipt of enquiries; and a substantive reply within 21 calendar days.

Please be advised that it is voluntary for you to supply to us your personal data. All personal data collected by us in the course of our handling of your case presented to this Department will only be used for purposes which are directly related to the case. The personal data collected may be transferred to parties who will be contacted by us during the handling of the case including the party being complained against or other parties concerned. The information provided might also be disclosed to agencies who are authorised to receive information relating to law enforcement, prosecution or review of decisions.

 

Five-day week in the Government Five-day week in the Government

 

Note: The telephone/fax hotline or email box is handled by the 1823.