Skip to content
Travel Agents Registry
Text Size Text Size: Default Size Text Size: Larger Text Size: Largest


The performance pledge of this Registry has been introduced since 1996. Currently, a total of 14 items of performance standard for our services have been set, and the majority of these items have achieved at least 90% of our pledged standards.

* The average standard achieved in each of our service areas in 2016/17.
 
 
Service Area
Average Standard Achieved
Issue new licences
90%
Renew licences
99%
Register changes to licence particulars
90%
Inspection of travel agents register
100%
Handle enquiries and complaints
100%
 

* The performance standards and targets 2017/18 for the major service areas:
 
 
Services
Performance Standard
Issue of new licences
* Issue of acknowledgement letter
Within 2 working days from date of receipt of application
* Issue of letter asking for outstanding documents
Within 4 working days from date of receipt of application
* Approval of issue of new licences
Within 4 working days upon receipt of sufficient information from the applicant and other government department(s) concerned
Renewal of existing licences
* Approval of renewal of licences
Within 4 working days upon receipt of sufficient information
Registration of changes to licence particulars
* Approval of change in ownership and control
Within 4 working days upon receipt of sufficient information from the applicant and other government department(s) concerned
* Approval of change of business address
Within 4 working days upon receipt of sufficient information
* Approval of issue of branch office licence
Within 4 working days upon receipt of sufficient information
* Approval of issue of duplicate licence
Within 4 working days upon receipt of sufficient information
Provision of services for the search of travel agents records
* Search of register
Within 30 minutes from arrival
* Photocopying services
 
 
  • certification required
  • certification not required
Within 30 minutes
Within 10 minutes
Handling of complaints against unlicensed travel agents
* Issue of acknowledgement letter to complainant
Within 2 working days from date of receipt of complaint
* Issue of interim reply to complainant
Within 10 working days from date of receipt of complaint and thereafter, depending on the development, at suitable intervals if full reply is not yet ready
* Issue of full reply to complainant
Within 2 working days upon receipt of report of investigation