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機構管治 CORPORATE GOVERNANCE

投訴調查 Complaint Investigation

服務類型 服務標準 達標率
Service Type Service Standard Achievement

確認收到書面投訴 5個工作天內
Acknowledge receipt of written complaints Within 5 working days 100%

通知投訴人有關調查經已展開，並提供調查
員的聯絡資訊 調查員接手個案後的3個工作天內
To inform the complainant that an investigation Within 3 working days upon taking 100%
has commenced, with contact details of the over the case by an Investigator
investigator provided

通知投訴人有關個案的調查進度 每1個月
Inform the complainant the progress of the case Every month 99%

通知投訴人有關調查已結束 終止，並提供 獲旅監局批准終止調查後的14個
調查結果（如有）
Inform the complainant that the investigation has 工作天內 100%
concluded/curtailed with the case result (if any) Within 14 working days upon TIA’s
provided approval to case curtailment

通知持牌人有關調查已結束 終止，並提供 獲旅監局批准終止調查後的14個
調查結果（如有） 工作天內
Inform the licensee that the investigation has 100%
concluded/curtailed with the case result (if any) Within 14 working days upon TIA’s
provided approval to case curtailment

旅遊業賠償基金 Travel Industry Compensation Fund

服務類型 服務標準 達標率
Service Type Service Standard Achievement
在收妥所需文件及申請人作出
處理因持牌旅行代理商倒閉而損失外遊費的 法定聲明後4個工作天內辦妥
特惠賠償申請個案 Within 4 working days upon receipt 100%
Handling of ex gratia payment applications in of sufficient information and after
respect of loss of outbound fares the applicant making a statutory
declaration

在收妥所需文件及申請人作出
處理因外遊意外而申請特惠賠償的個案 法定聲明後4個工作天內辦妥
Handling of ex gratia payment applications in Within 4 working days upon receipt -
respect of outbound accidents of sufficient information and after
the applicant making a statutory
declaration

TRAVEL INDUSTRY AUTHORITY ANNUAL REPORT 2023-24 47