This performance pledge outlines the 999 emergency call service standards as established by the Operations Wing of the Hong Kong Police Force (HKPF). It also specifies the channels through which the public may enquire about or provide feedback on the service received.
Service Delivered
This performance pledge covers the following police work:
Answering 999 telephone calls; and
Response to emergency 999 telephone calls.
Performance Standards
Answering 999 telephone calls
The HKPF endeavours to answer all 999 calls within nine seconds.
Response to emergency 999 calls
The HKPF aims to respond to all genuine emergency 999 calls within the established time limit. The average response time is nine minutes on Hong Kong Island and in the Kowloon area, and 15 minutes in the New Territories.
Response time is measured from the moment the Regional Command and Control Centre’s 999 console receives the call to the arrival of police officers at the scene.
Effective Monitoring
The HKPF will monitor the aforementioned standards internally.
Service Commitment
The HKPF aims to provide a prompt and efficient 24-hour service to 999 callers.
The Public's Role
While the HKPF makes every effort to deliver efficient services to the public, circumstances may occasionally result in responses exceeding the specified timeframe. For further information on the progress of your case, please contact your local police station.
Channels for Complaints
If you consider that your case has not been handled adequately, you may file a complaint via any of the following channels:
Visit the report room at any police station;
Make an appointment through the complaint hotline at 2866 7700 to lodge a complaint in person to the Complaints Against Police Office;
Call the complaint hotline at 2866 7700, or send your complaint by fax to 2200 4460 or 2200 4461;
Send your complaint by post to the Complaints Against Police Office, Police Headquarters, 1 Arsenal Street, Wan Chai; or
Use the "Complaint Against Police e-Report form" available on the HKPF website, or the "e-Report Centre" on the "Hong Kong Police Mobile App".
Download "Hong Kong Police Mobile App"
Where to Go for Further Information
For further information, please call the Police Hotline at 2527 7177 or contact your local police station.
