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We pledge to serve the community to the best of our abilities. We are committed to providing a courteous, helpful and efficient service. The service standard and the performance target we aim to achieve are as follows:
Service Standard
Performance Target
(% meeting standard)
Enquiry
Answer telephone enquiries during office hours
Immediately
95%
Interview a walk-in enquirer at EOC office
within 30 minutes
95%
Reply to written enquiries on complex issues
within 14 working days
95%
Complaint
Initiate action on a written complaint
within 3 working days
100%
Interview a prospective complainant asking for an appointment
within 5 working days
95%
Conclude a complaint case
within 6 months
75%
Legal Assistance
Make a decision and inform an applicant of the outcome of application for legal assistance
within 3 months
85%
Public Education and Promotion
Meet requests for talks on equal opportunity issues and legislation
within 6 weeks
95%
Meet requests by mail or fax for EOC publications
within 3 working days
95%
Meet requests for guided group visits
within 5 working days
95%
Convene major promotional events
within 12 months
60 activities
Participants satisfied with the training services provided by the EOC
satisfactory
70%