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Information Centre. Copy No. Although a licensee 1 does not incur a legal liability only because the licensee has contravened a provision of the Code, the Code is admissible in evidence in disciplinary hearings, and proof that a licensee contravened or did not contravene the relevant provision of the Code may be relied on as tending to establish or negate a matter that is in issue in the hearings.
The mechanism shall include the following elements: Establishing management team structure; Setting out work guidelines; Providing sufficient manpower; Providing sufficient resources; Providing appropriate training; Effective monitoring; Regular assessment; Taking appropriate follow-up actions; Keeping records; and Supervising sub-contractors. Establishing management team structure B 1 A licensed PMC has to, with respect to each property for which PMSs are provided by it, establish a management team structure and prepare a management team operational chart to enable its employees to know the structure of the management team in order to facilitate carrying out duties and reporting work development.
Setting out work guidelines C 1 A licensed PMC has to set out proper work procedures and clear guidelines for its employees to follow in the provision of PMSs. Providing sufficient manpower D 1 A licensed PMC has to enter into an agreement with its client 2 with respect to the provision of PMSs and has to arrange sufficient manpower to provide PMSs according to the agreement.
Providing sufficient resources E 1 A licensed PMC has to provide necessary and suitable material and equipment to its employees so as to enable them to provide PMSs effectively under safe working conditions.
Providing appropriate training F 1 A licensed PMC has to provide appropriate training to its employees in the provision of PMSs in order to enable them to perform their duties in compliance with the relevant work procedures and guidelines.
Effective monitoring G 1 A licensed PMC has to continuously and effectively monitor the work and conduct of its employees who provide PMSs and has to conduct regular review to ensure that its employees follow the relevant work procedures and guidelines.
Regular assessment H 1 A licensed PMC has to periodically evaluate the work performance of its employees who provide PMSs in order to determine whether its employees have followed the relevant work procedures and guidelines and consider whether it is necessary to strengthen training or provide further guidance.
Taking appropriate follow-up actions I 1 A licensed PMC has to take appropriate follow-up actions in respect of employees who fail to follow the relevant work procedures and guidelines. Keeping records J 1 A licensed PMC has to keep the relevant information and documents in relation to the implementation of the Code for not less than 3 years.
Supervising sub-contractors K 1 If a licensed PMC sub-contracts all or part of its PMSs to a sub-contractor or a service provider, the licensed PMC has to supervise the sub-contractor or service provider suitably, no matter whether the sub-contractor or service provider is a licensee or not.
According to such definition, a tenant is not a client. A 2 The notice mentioned in paragraph A 1 of the Code shall include the details of the mechanism and the following matters: Ways of lodging a complaint; Clients may obtain details of the mechanism 4 ; Personal information collection statement; and Contact information of the person-in-charge see paragraph B 1 of the Code. A 3 The mechanism shall include the following elements: Appointing a person-in-charge to supervise the handling of complaints; Acknowledging receipt of and recording complaints; Handling complaints promptly; Notifying complainant of progress and result timely; and Proper record-keeping and providing complaint information.
Acknowledging receipt of and recording complaints C 1 Subject to paragraph E 3 of the Code, upon receipt of a complaint, the person-in-charge has to, as soon as reasonably practicable, arrange to assign a case number to the complaint, record its brief facts in the complaint register 5 , acknowledge receipt of the complaint and provide the case number to the complainant 6.
Handling complaints promptly D 1 Upon receipt of a complaint, a licensed PMC has to, as soon as reasonably practicable, carry out follow-up actions in accordance with the mechanism. Notifying complainant of progress and result timely E 1 Subject to paragraph E 3 of the Code, a licensed PMC has to timely notify the complainant the progress of follow-up action s taken.
Proper record-keeping and providing complaint information F 1 A licensed PMC has to keep properly all relevant complaint information 8 and documents for not less than 3 years commencing from the date of receipt of a complaint no matter whether the complaint is established or not.
A licensed PMC is not required to follow the Code if it reasonably believes that a person has only made an enquiry or provided opinion or information, but has not made a complaint. A complaint may be lodged by a named or an anonymous person and such person includes a client, a user or a visitor of the relevant property. Complaints may be lodged through different ways, including complaint made verbally, by telephone, fax or email, etc.
The EAA office will remain open to the public during normal office hours, but only for licence application or collection services with prior appointment. Licence applicants or licensees must make their appointments through the EAA online booking system and then come to EAA office at the booked timeslots in time.
The EAA office will not provide services to those without prior appointment. Cash would not be accepted. Licensing requirements. Estate agent card. Licence fees. Application procedure. Licence expiry and renewal. Guide to completing licence application form. Download forms. Licence list. Licence register. Mutual recognition. Code of ethics. Practice circulars. Prescribed forms.
Effective control by managers. Steps of complaint investigation. Determination of commission disputes. Important Notice to Complainants. Important Notice to Complainees. Notice of inquiry hearings. Inquiry Hearing. General Etiquette for Inquiry Hearings. Recent Inquiry Hearing Results.
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