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 2016 (%)Percentage of achieving the target in 2017 (%)Target in 2018  (%)
  • Providing driving licence renewal service over the counter
70 minutes 100 99 98
  • Providing vehicle licence renewal service over the counter
70 minutes 99 99 98
  • Non-counter licensing services (by post, through drop-in box and internet)
10 working days
 
100 100 100

* Waiting time of counter service includes the queuing time and processing time of the application.

 

Licensing Services for Public Vehicles

 Pledged targetPercentage of achieving the target in 2016 (%)Percentage of achieving the target in 2017 (%)Target in 2018 (%)
  • Transfer of ownership of taxi and public light bus
5 working days 100 100 100
  • Application for replacement of vehicle of taxi, public light bus, private light bus and hire car
5 working days 100 100 100
  • Extension of passenger service licence/passenger service licence certificate for public light bus
5 working days 100 100 100
  • Extension of passenger service licence/passenger service licence certificate for private bus
7 working days 100 100 100
  • Application for display of advertisements/marking on public/private bus, public light buses and taxis
7 working days 66 92 100

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

 

Driving Test Services

 Pledged targetPercentage of achieving the target in 2016 (%)Percentage of achieving the target in 2017 (%)Target in 2018 (%)
Waiting time for written tests
  • Part A tests
45 calendar days 100 100 98
  • Taxi tests
60 calendar days 100 100 98
Waiting time for road tests
  • Commercial
82 calendar days 100 100 95
  • Announcement of written test results (both Part A & Taxi)
15 minutes 100 100 98

Driving Test Services

 

Licence Records Services

 Pledged targetPercentage of achieving the target in 2016 (%)Percentage of achieving the target in 2017 (%)Target in 2018 (%)
  • 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 targetPercentage of achieving the target in 2016 (%)Percentage of achieving the target in 2017 (%)Target in 2018 (%)
  • Annual examination of goods vehicle at Kowloon Bay Vehicle Examination Centre and New Kowloon Bay Vehicle Examination Centre
10 working days 100 100 100
  • Recheck examination of goods vehicle at Kowloon Bay Vehicle Examination Centre and New Kowloon Bay Vehicle Examination Centre
4 working days 100 100 100

Vehicle Examination Services

 

Government Tunnels Services (Except for Tate's Cairn Tunnel)

 Pledged targetPercentage of achieving the target in 2015 (%)Percentage of achieving the target in 2016 (%)Percentage of achieving the target in 2017 (%)
  • Respond to traffic accident/vehicle breakdown
Within 2 minutes 100 99 99
  • Remove breakdown vehicles/obstacles from the tunnel tube
Within 12 minutes 96 94 93
  • 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 98 100

 

Tate's Cairn Tunnel Services

 Pledged targetPercentage of achieving the target in 2015 (%)*Percentage of achieving the target in 2016 (%)*Percentage of achieving the target in 2017 (%)*
  • Respond to traffic accident/vehicle breakdown
Within 6 minutes - - -
  • Remove breakdown vehicles/obstacles from the tunnel tube
Within 12 minutes - - -
  • Inform tunnel users of traffic obstruction inside the tunnel through the Public Address and the Broadcasting Systems
Within 5 minutes - - -
  • Keep the average carbon monoxide (CO)concentration level inside the tunnel at all times
Below 100ppm - - -
  • Keep visibility inside government tunnels at all times
Below an extinction coefficient of 0.005/m - - -
  • Reply to public complaint
Within 7 working days - - -

* The Tate's Cairn Tunnel was taken over by the Government on 11 July 2018. There were no records on the percentage of achieving the target in 2015, 2016 and 2017.

 

Tsing Ma Control Area Services

 Pledged targetPercentage of achieving the target in 2015 (%)Percentage of achieving the target in 2016 (%)Percentage of achieving the target in 2017 (%)
  • Respond to traffic accident/vehicle breakdown from the tunnel tube, expressway and bridges
Within 5 minutes 100 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 targetPercentage of achieving the target in 2015 (%)Percentage of achieving the target in 2016 (%)Percentage of achieving the target in 2017 (%)
  • Respond to traffic accident/vehicle breakdown from the tunnel tube, expressway and bridge
Within 6 minutes 98 99 99.07
  • Remove breakdown vehicle/obstacle from the tunnel tube, expressway and bridge
Within 12 minutes 95 97 98.86
  • 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

* Nam Wan Tunnel was opened to public on 20 December 2009.

 

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

Kowloon Bay Vehicle Examination Centre
2 Cheung Yip Street, Kowloon Bay, Kowloon

New Kowloon Bay Vehicle Examination Centre
8 Tsui Hing Street, Kowloon Bay, Kowloon

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
  • Kowloon Bay Vehicle Examination Centre
2759 7573 2751 1597
  • New Kowloon Bay Vehicle Examination Centre
2751 8862 2759 7841
  • Sheung Kwai Chung Vehicle Examination Centre
2426 9085 2418 2977
  • To Kwa Wan Vehicle Examination Centre
2333 3112 2764 1517
  • Alternatively, you may contact enior Engineer/Vehicle Safety
2829 5462 2802 7533
Government Tunnels Services
  • Tunnels Monitoring Team
2829 5332 2519 8094
  • Alternatively, you may contact the Principal Transport Officer/ Management
2829 5525 2598 1292
Tsing Ma Control Area Services and Tsing Sha Control Area Services
  • Tsing Ma Communication Centre
2802 9860 2519 8094
  • Alternatively, you may contact Principal Transport Officer/Management
2829 5525 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 : 41/F., Immigration Tower, 7 Gloucester Road, Wan Chai, Hong Kong
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: 41/F, Immigration Tower, 7 Gloucester Road, Wanchai, Hong Kong. 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.