To provide a higher level of service, the IPCC promulgated in 1998 a set of performance pledges in terms of the standard response time in handling public enquiries and monitoring complaints against the Police. The standard response time for monitoring of complaints is measured from the date of receipt of CAPO's final investigation reports. The performance of the IPCC in meeting its pledges in 2006 is summarized below:
| Performance Target | No. of Enquiries/ Cases Processed Within Target | % Within Performance Target | |
| Standard response time for enquiries | |||
| By telephone or in person | Immediately | 728 (738) |
100 (100) |
| In writing | Within ten days | 350 (312) |
99.4 (100) |
| Standard response time for monitoring of complaints | |||
| Normal cases | Less than 3 months |
1,304 (1,806) |
99.5 (100) |
| Complicated cases | Within three to six months |
801 (1,021) |
99.8 (99.9) |
| Appeal cases | Within three to six months |
77 (115) |
93.9 (99.1) |
Figures in bracket denote the performance achieved for 2005.
There is a decrease in percentages within the performance targets in respect of the monitoring of normal, complicated and appeal cases in 2006, as compared to 2005. This is because during the initial period of the Personal Data Leakage Incident (the Incident)1, the IPCC Secretariat's existing manpower resources were internally redeployed to follow up on matters arising from the Incident. As a result, normal complaint case examination work was protracted. With additional manpower and the resumption of normal business, the IPCC is on track to attain a high level of performance in the coming year.
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