English 
繁體中文 
简体中文 
It has always been the goal of the Immigration Department to render efficient and courteous services to members of the public while maintaining effective immigration control.
The department publishes performance pledges annually to inform public of its standards of service.
The department publishes its performance pledges annually. Through these pledges, members of the public are informed of the standards of service which they can expect from the department in its immigration clearance work, registration of births, deaths and marriages, and issuance of identity cards, travel documents and visas. They are also advised what they can do when the standards are not met.
A Users' Committee was established to effectively monitor the performance of the department on the pledges made. It is chaired by the Director of Immigration. Its members include representatives from various trades and industries concerned. The Committee meets half-yearly to monitor and review the fulfilment of performance pledges, advise the Director of Immigration on areas of service that may require improvement and help determine the amount of resources required to achieve the standards set.
Immigration Department Users' Committee advises the Director of Immigration on areas of service that may require improvement.
Pledges for different types of entry visa applications were generally fulfilled. In 2021, 99 per cent of employment visa applications were finalised within four weeks, exceeding the pledge of 90 per cent. For other visa applications, 99.2 per cent were finalised within six weeks, exceeding the pledge of 90 per cent. As regards visit visa applications, all were finalised within four weeks as pledged.
In the same period, all applications for HKSAR Travel Passes, working holiday visas, entry permits for Mainland fisherman deckhands, entry permits under the Admission Scheme for Mainland Talents and Professionals, and multiple entry permits for Chinese residents of Taiwan working, studying or residing in Hong Kong met the pledged standards. As regards Pre-arrival Registration for Taiwan Residents, all applications were finalised as pledged with results made known to the applicants on the day of application. Furthermore, all applications for Certificates of Entitlement to the Right of Abode in the HKSAR were finalised within three months, exceeding the pledge of 95 per cent.
In 2021, except the control points where passenger clearance services needed to be suspended in response to the developments of the Coronavirus Disease 2019 (COVID-19) pandemic, all control points providing passenger clearance services were able to clear all Hong Kong residents within a 15-minute waiting time. As regards visitors, the Airport Control Point cleared all visitors within a 15-minute waiting time, while the Shenzhen Bay and Hong Kong-Zhuhai-Macao Bridge Control Points were also able to clear all visitors within a 30-minute waiting time, which were better than the pledged standards.
The department is always committed to providing high quality and courteous immigration clearance service.
In response to the developments of the COVID-19 pandemic, the government has suspended passenger clearance services at most of the control points in phases with effect from the end of January 2020. The details are as follows:
With effect from 1 February 2019, the normal processing time for the issuance of a new smart identity card has been shortened from 10 working days to 7 working days (except Saturdays and general holidays). This performance pledge was fulfilled in 2021 with all identity cards issued on the seventh working day. Moreover, all applicants could be provided with the service on the day of attendance.
The service standard for completing the processing of applications for registration of births or deaths, or for giving notice of intended marriage at the counter within 30 minutes was generally met in 2021. Moreover, we achieved the pledged targets of issuing results of searches of birth, death or marriage records and issuing certified copies of such records within seven working days; and conducting searches of birth or death records and issuing certified copies of such records within 10 working days upon receipt of all necessary documents. For the birth or death records concerned that had already been converted into computer records, the pledge of issuing certified copies of birth or death certificates within 10 minutes could also be fulfilled.
The pledged service targets were gernerally met by all marriage registries in the year.
With effect from 14 May 2019, the time required for processing applications for an HKSAR passport or a Document of Identity for Visa Purposes has been shortened from 10 working days to 5 working days, while that for processing applications for an HKSAR passport in relation to children aged under 11 not holding a Hong Kong Permanent Identity Card has been shortened from 14 working days to 10 working days. In 2021, the pledges were fulfilled. Moreover, the pledge of issuing a Seaman's Identity Book and a Re-entry Permit on the same day of application was fulfilled.
In 2021, the pledge that all applicants would be issued with confirmation letters on declaration of change of nationality on the same day of application was fulfilled. The pledge that 80 per cent of applications for renunciation of Chinese nationality would be finalised within two months upon receipt of all necessary documents was also fulfilled. As regards applications for naturalisation as a Chinese national and restoration of Chinese nationality, the pledge of finalising 80 per cent of the applications within three months upon receipt of all necessary documents was fulfilled.
The department's homepage (www.immd.gov.hk) is available in traditional Chinese, simplified Chinese and English versions. It contains up-to-date information on immigration services and gives Internet users the convenience of downloading commonly used application forms. Apart from its user-friendly mobile interface design, which makes information readily accessible on mobile devices, its clear and simple layout and website structure, coupled with the use of infographics, provide members of the public with a better browsing experience. In addition, it continues to provide a gateway to our electronic services to facilitate public access to information about our services. Moreover, Web Accessibility Design is adopted to ensure that the contents are available and easily accessible for all, including persons with disabilities, the elderly and persons beset with colour blindness, cognitive and physical issues such as dyslexia, etc.
The Hong Kong Immigration Mobile Application (Mobile App) not only provides Hong Kong residents and visitors with the latest information on the estimated passenger waiting time at major land boundary control points, but also posts the latest and frequently used information on our services. Moreover, to tie in with the introduction of the new smart identity card and the commencement of the Territory-wide Identity Card Replacement Exercise (Replacement Exercise), the department launched an updated version of the Mobile App on 26 November 2018 to include new electronic services, namely 'Booking for General HKID Application', 'Information on HKID Replacement Exercise', and 'ID Replacement Booking'. With the introduction of the Next Generation Electronic Passport and Electronic Document of Identity for Visa Purposes, additional functions, namely 'Application for HKSAR Travel Documents', 'Appointment Booking for HKSAR Travel Documents' and 'Collection of HKSAR Travel Documents', have been provided since 14 May 2019 to facilitate Hong Kong residents' application for HKSAR travel documents.
In 2021, functions relating to electronic services for visa application, including online payment, making enquiries and downloading an 'e-Visa', were added to the Mobile App, enabling the applicants to complete the entire application process online without having to attend an Immigration Office in person. Moreover, the newly added link to 'Contactless e-Channel' facilitates public enrolment and use of the Contactless e-Channel service.
In order to facilitate Hong Kong residents in distress or in need of assistance outside Hong Kong in seeking assistance from the department, a new function was added to the Mobile App on 31 March 2021 to enable Hong Kong residents to call the 24-hour 1868 Hotline of the Assistance to Hong Kong Residents Unit using network data. Hong Kong residents simply need to download or update to the latest version of the Mobile App to enjoy the new service.
The official YouTube Channel 'Hong Kong Immigration Department' has been launched to facilitate public access to information on the services and activities of the department anytime and anywhere. Video clips uploaded to the Channel are grouped under three broad categories, namely 'About Us', 'Easy Access'and 'Departmental Activities'. Under the 'About Us' category, the department has produced over 80 videos clips to introduce its work. In 2021, the department produced several promos, which covered the National Security Education Day, the 60th anniversary of the department, the highlights of Immigration Department Youth Leaders Corps events, the Director of Immigration's appeal to colleagues to vote in the 2021 Legislative Council General Election, etc. For the other two categories, short videos on information about the services commonly used by the public and on the department's activities have been uploaded, offering an additional avenue for members of the public to learn about the department's work. The total number of views of the Channel has been over 27 million since its launch. The department will continue to produce more videos to better meet public needs and provide greater convenience for the public.
The official YouTube Channel 'Hong Kong Immigration Department' offers an additional avenue for members of the public to learn about the department's work.
The department has all along been committed to providing quality and thoughtful public services for people of all age groups. In June 2021, the department's Replacement Exercise and Evacuation Operations in Japan, as well as the Immigration Department Volunteer Work Team, won the Age-friendly Collaborator Award under the Jockey Club Age-friendly City Partnership Scheme 2020. The Age-friendly Counters of the Registration of Persons Offices and the Replacement Exercise also won the My Favourite City Partnership Scheme Award. Both awards were in recognition of the department's sustained efforts in promoting age-friendly initiatives and services for the benefit of the elderly.
The department won the awards under the Jockey Club Age-friendly City Partnership Scheme 2020, which were in recognition of the department's sustained efforts in promoting age-friendly initiatives and services for the benefit of the elderly.
In 2021, two staff members of the department received The Ombudsman's Awards for Officers of Public Organisations, making it the 23rd consecutive year that our officers had been granted the awards, which is a recognition of our professionalism in complaint handling and our devotion to providing quality services for the public.
In 2021, two staff members of the department received The Ombudsman's Awards for Officers of Public Organisations.
The department's Next Generation Electronic Passport System was given the Award of the Year, the Smart Business Grand Award and the Smart Business (Solution for Business and Public Sector Enterprise) Gold Award at the Hong Kong ICT Awards 2021 in recognition of the department's contribution and efforts in providing quality public services through utilising information technology.
The department was given the Award of the Year, the Smart Business Grand Award and the Smart Business (Solution for Business and Public Sector Enterprise) Gold Award at the Hong Kong ICT Awards 2021.
Administered by the Civil Service Bureau, the SCS's Commendation Award Scheme aims at commending civil servants for their consistently meritorious performance. In 2021, six staff members of the department were commended under the Scheme. Our staff members had been commended for 18 consecutive years since the introduction of the Scheme.
In 2021, six staff members of the department were commended under the Secretary for the Civil Service (SCS)'s Commendation Award Scheme.
In recognition of our commitment to caring for the community, our staff and the environment, the department has been awarded the Caring Organisation Logo by the Hong Kong Council of Social Service since 2006 and the 15 Years Plus Caring Organisation Logo since 2020-21. In addition, two staff members were appointed as Caring Ambassadors in 2021-22 for their active participation in and support to social activities.
The department values all customer feedback, be it praises or complaints. Positive feedback from the public not only recognises our efforts in providing quality services, but also provides a blueprint for raising our service standards. The department has set up the Customer Services Unit to receive complaints and monitor the respective replies. In compliance with the International Organisation for Standardisation (ISO) 9001:2015 and ISO 10002:2018, complaints received are treated positively and constructively and taken as a source of motivation for further improvement. In the course of handling complaints, the department is able to examine its service quality from different perspectives so as to better ourselves in meeting the expectations of our community.
After the renovation work completed in July, the office of Information and Liasion Section provides better service to the public.
Positive feedback from the public recognises our efforts in providing quality services.
It is the government's established policy objective to provide a barrier-free environment for persons with disabilities so that they can have access to premises and make use of the facilities and services therein on an equal basis with others, thereby enabling them to live independently and fully integrate into the community. In this regard, the department has equipped its premises with ancillary facilities and services for persons with disabilities, such as induction loop systems for persons with hearing impairment, tactile guide paths, and special help-through channels at control points, etc. The department also reviews existing facilities regularly and makes improvements as far as feasible in order to provide services of better quality for them. Training is provided for staff, especially frontline staff who have frequent and direct contact with members of the public, to enable them to serve the public in a fair and just manner and to identify those who show signs of disability and are in need. Designated officers have also been appointed in offices of the department to serve as the first points of contact on accessibility issues at the offices.
To further facilitate the use of self-service immigration clearance service by visually impaired persons, in addition to the control points at Lok Ma Chau Spur Line, Macau Ferry Terminal, Shenzhen Bay, China Ferry Terminal, Lo Wu, Express Rail Link West Kowloon and Hong Kong-Zhuhai-Macao Bridge, the voice navigated e-Channel service has been extended to the Hung Hom Control Point and the Heung Yuen Wai Boundary Control Point. To use the service, visually impaired persons simply need to press the activation button at the entrance of the e-Channel to initiate the voice navigation function. Voice instructions will then guide them through all the steps, including the time when the gates open or close, to complete the clearance process.
In the face of the ever changing conditions, the department attaches great importance to staff's sustainable development. With the creation of a life-long learning culture within the department, staff members are encouraged to keep pace with society and strive for excellence. The Immigration Service Institute of Training and Development (ISITD) regularly reviews the departmental training strategy and equips staff with updated job knowledge and management skills through a variety of training programmes. This not only enhances the overall work efficiency, but also contributes to the sustainable development of both the department and its staff.
The Immigration Service Institute of Training and Development (ISITD) equips staff with updated job knowledge and management skills through a variety of training programmes.
In 2019, the department, in the capacity of programme operator, applied to the Hong Kong Council for Accreditation of Academic and Vocational Qualifications for accreditation of its various induction and in-service training programmes for inclusion in the Qualifications Register (QR). The department has six self-operated programmes that have been recognised under the Qualifications Framework (QF), including the Management Competency Course for Senior Immigration Officers, the Professional Diploma in Management in Immigration Services and Control for Immigration Officers and the Professional Certificate in Frontline Management in Immigration Services and Control for Chief Immigration Assistants, which are pitched at QF Level 5 (equivalent to bachelor's degree level), and the Professional Certificate in Preparatory Management in Immigration Services and Control for Senior Immigration Assistants, the Professional Diploma in Immigration Control and Passenger Clearance for Immigration Assistants, and the Professional Diploma in Immigration Services and Control for Immigration Assistants, which are pitched at QF Level 4 (equivalent to associate degree or higher diploma level). From the accreditation of the above programmes to the end of 2021, a total of 2,256 members of the Immigration Service, comprising 25 Senior Immigration Officers, 192 Immigration Officers, 175 Chief Immigration Assistants, 190 Senior Immigration Assistants and 1,674 Immigration Assistants had completed the training programmes. The department will continue to apply for the inclusion of various training programmes in the QR so that more service members can acquire the relevant professional qualifications.