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:
Services | Pledged target (Waiting time of counter service) |
Percentage of achieving the target in 2020 (%) | Percentage of achieving the target in 2021 (%) | Target in 2022 (%) |
---|---|---|---|---|
|
70 minutes* | - | 100 | 98 |
|
70 minutes* | - | 99 | 98 |
|
70 minutes# | - | - | 95^ |
|
25 working days# | - | - | 95^ |
|
30 working days# | - | - | 95^ |
|
30 working days# | - | - | 92^ |
|
10 working days@ |
89** | 100 | 100 |
|
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.
** In 2020, 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. There was 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).
@Except those permits listed in the table above
Licensing Services for Public Vehicles
Licensing Services for Public Vehicles | Pledged target | Percentage of achieving the target in 2020 (%) | Percentage of achieving the target in 2021 (%) | Target in 2022 (%) |
---|---|---|---|---|
|
5 working days | 100 | 100 | 95^ |
|
5 working days | 98.86 | 98.86 | 95^ |
|
5 working days | 100 | 100 | 95^ |
|
7 working days | 100 | 100 | 95^ |
|
7 working days | 99.86 | 99.65 | 95^ |
|
14 working days | 100 | 100 | 95^ |
Driving Test Services
Waiting Time for the following type of Driving Tests | Pledged target | Percentage of achieving the target in 2020 (%) | Percentage of achieving the target in 2021 (%) | Target in 2022 (%) |
---|---|---|---|---|
Waiting time for written tests | ||||
|
45 calendar days | 11# | 24# | 98 |
|
60 calendar days | 43# | 76# | 98 |
Waiting time for road tests | ||||
|
82 calendar days | 80* | 37* | 95 |
|
15 minutes | 100 | 100 | 98 |
*To tie in with various anti-epidemic and social distancing measures put in place by the Government during the COVID-19 pandemic, the Department had to intermittently suspend driving tests during the period from 2020 to early 2021. After resumption of road test and driving test appointment services on 22 February 2021 (suspended for a total of about 2.5 months) and 15 March 2021 (suspended for a total of about 3.5 months) respectively, the Department had to firstly arrange make-up road tests for the large number of affected candidates. Additional resources had been deployed to handle the road tests. Besides, due to relaxation of eligibility requirements for commercial vehicle driving licences from 1 October 2020, there was an increase in the average monthly number of applications for the commercial vehicle road tests by around 76 per cent. This, in addition to the intermittent service suspension mentioned above, lengthened the waiting time of the applicants.
#Written test services were intermittently suspended in 2020 and early 2021 amid the COVID-19 pandemic. After resumption of written test service on 15 March 2021 (suspended for a total of about 3.5 months), the Department had to firstly arrange make-up written tests for the large number of affected candidates. Additional resources had been deployed to handle the written tests. The conduct of written test for taxi driving licence had resumed to within 60 days and met the key performance target since mid-May 2021; while the conduct of written test for learner driving licence had resumed to within 45 days and met the key performance target since November 2021.
Licence Records Services
Services | Pledged target | Percentage of achieving the target in 2020 (%) | Percentage of achieving the target in 2021 (%) | Target in 2022 (%) |
---|---|---|---|---|
|
2 hours | 100 | 100 | 100 |
|
14 working days | 100 | 100 | 100 |
Vehicle Examination Services
Goods Vehicle Annual Examination Services | Pledged target | Percentage of achieving the target in 2020 (%) | Percentage of achieving the target in 2021 (%) | Target in 2022 (%) |
---|---|---|---|---|
|
10 working days | 100 | 100 | 100 |
|
10 working days | 100 | 100 | 100 |
|
4 working days | 100 | 100 | 100 |
|
4 working days | 100 | 100 | 100 |
Government Tunnels Services
Government Tunnels Services | Pledged target | Percentage of achieving the target in 2019^ (%) | Percentage of achieving the target in 2020^(%) | Percentage of achieving the target in 2021^(%) |
---|---|---|---|---|
|
Within 2 minutes* | 100 | 99 | 99 |
|
Within 12 minutes# | 95 | 96 | 94 |
|
Within 5 minutes | 100 | 100 | 98 |
|
Below 100 ppm | 100 | 100 | 100 |
|
Below an extinction coefficient of 0.005/m | 100 | 100 | 100 |
|
Within 7 working days | 100 | 100 | 99 |
* | 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 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
Tsing Ma Control Area Services | Pledged target | Percentage of achieving the target in 2019 (%) | Percentage of achieving the target in 2020 (%) | Percentage of achieving the target in 2021 (%) |
---|---|---|---|---|
|
Within 5 minutes | 99 | 100 | 100 |
|
Within 12 minutes | 100 | 100 | 99 |
|
Within 2 minutes | 100 | 100 | 100 |
|
Within 5 minutes | 100 | 100 | 100 |
|
Below 100 ppm | 100 | 100 | 100 |
|
Below an extinction coefficient of 0.005/m | 100 | 100 | 100 |
|
Within 7 working days | 100 | 100 | 100 |
Tsing Sha Control Area Services
Tsing Sha Control Area Services | Pledged target | Percentage of achieving the target in 2019 (%) | Percentage of achieving the target in 2020 (%) | Percentage of achieving the target in 2021 (%) |
---|---|---|---|---|
|
Within 6 minutes | 99 | 99 | 99 |
|
Within 12 minutes | 98 | 98 | 100 |
|
Within 2 minutes | 100 | 100 | 100 |
|
Within 5 minutes | 100 | 100 | 100 |
|
Below 100 ppm | 100 | 100 | 100 |
|
Below an extinction coefficient of 0.005/m | 100 | 100 | 100 |
|
Within 7 working days | 100 | 100 | 100 |
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
Vehicle Safety Enforcement Section 2nd Unit
2/F, Transport Department Vehicle Examination Complex, 18 Sai Tso Wan Road, Tsing Yi, New Territories
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.
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:
Services | Tel | Fax |
---|---|---|
Customer Service Hotline | 2804 2600 Note | 2804 2652 Note |
General Licensing Services | ||
|
2804 2630 | 2804 2599 |
|
2150 7711 | 2782 0153 |
|
2772 7952 | 2348 2150 |
|
2606 5077 | 2691 1242 |
Licensing Services for Public Vehicles | ||
|
2804 2506 | 2865 1227 |
Driving Test Services | ||
|
2771 7723 | 2384 9173 |
|
2714 6164 | 2711 6799 |
Licence Records Services | ||
|
2867 4698 | 2525 7596 |
|
2804 2718 | 2804 2592 |
Vehicle Examination Services | ||
|
3961 0309 | 3961 0414 |
|
3961 0343 | 3961 0415 |
|
2426 9085 | 2418 2977 |
|
3961 0323 | 3961 0412 |
|
3842 5723 | 2802 7533 |
Government Tunnels, Tsing Ma Control Area and Tsing Sha Control Area Services | ||
|
3842 5905 | 2519 8094 |
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.
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)
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 |
Note: The telephone/fax hotline or email box is handled by the 1823.