I. Preface

This Performance Pledge tells you about the standards of services which you can expect from the Television and Entertainment Licensing Authority (TELA). It also tells you the steps you could follow if you want to make any comments / suggestions on the services you receive or to complain about the way these services have been handled.

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II. Vision, Mission and Values

Vision

To be a broadcasting and entertainment regulatory agency that fully satisfies the needs and expectations of the community.

Mission

We are committed to -

• following closely standards for taste and decency accepted by the community and reflecting them in our decision making;
• effectively monitoring broadcasting services and publications;
• providing an efficient service for film censorship, entertainment centre and gaming activity licensing, and local newspaper registration;
• maintaining the relevance of our regulatory framework with regard to community needs, technological development and international practices; and
• continuously enhancing our professionalism.

Values

• Freedom of expression with social responsibility
• Professionalism
• Impartiality
• Openness
• Responsiveness
• Quality Service
  
  

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III. Scope of Services

We provide the following major services:

Broadcasting Regulation

• Handling complaints about broadcast materials
• Processing competition complaints
• Processing new applications and applications for renewal of television programme service licences
  
  

Entertainment Licensing

• Issuing entertainment licences including:
  - Amusement Game Centre Licence
  - Mahjong/Tin Kau Licence
  - Public Dance Hall Licence
  - Tombola Licence
  - Amusements With Prizes Licence
  - Trade Promotion Competition Licence
  - Lottery Licence
  
  

Film Classification

• Classifying films
• Examining packagings of videotapes and laserdiscs of Category III films
• Examining advertising materials of Category III films
• Serving the public advisory panel which provides public participation in the film classification process
  
  
  

Newspapers Registration

• Handling registration of local newspapers/news agencies
• Issuing licences for newspaper distributors
  

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IV. Performance Standards and Targets

Service	2008 Performance Standard		2009 Targets
	Targets	Achieve-ment
Broadcasting Regulation
Complaints about broadcasting matters
Issue of an interim reply	6 working days	100%	6 working days
Inform complainants of the results for cases involving no investigation (Note A)	3 weeks	97.9%	3 weeks
Inform complainants of the BA's decision on complaints involving straightforward investigation (Note A)	8 weeks	71.2%	8 weeks
Inform complainants of the BA's decision on complaints involving complex investigations (Note A)	4 months	96.8%	4 months
Television Programme Service Licence
Processing application for licence(on receipt of requisite information)	4 months	100%	4 months
Entertainment Licensing
Amusement Game Centre Licence
Issue of licence
-   Issue of letter of intention to refuse application which does not require inter-departmental consultation	4 weeks	N.A.	4 weeks
-   Issue of letter of further consideration or intention to refuse (for cases involving inter-departmental consultation)	15 weeks	100%	15 weeks
-   Issue of licence (Note B)	3 weeks	100%	3 weeks
Renewal of licence	6 weeks	84.0%	6 weeks
Variation of licence particulars	4 weeks	91.0%	4 weeks
Approval to operate games/machines (Note C)	2 weeks	100%	2 weeks
Transfer of licence	8 weeks	92.0%	8 weeks
Mahjong/Tin Kau Licence
Relocation of establishment
-   Issue of letter of further consideration or intention to refuse	27 weeks	100%	27 weeks
-   Issue of licence (Note B)	2 weeks	100%	2 weeks
Transfer of licensee
-   Issue of letter of further consideration or intention to refuse	8 weeks	100%	8 weeks
-   Issue of licence (Note B)	2 weeks	100%	2 weeks
Renewal of licence	4 weeks	100%	4 weeks
Employment of management agent	3 months	100%	3 months
Employment of assistant	4 months	100%	4 months
Public Dance Hall Licence
Issue of licence
-   Issue of letter of further consideration or intention to refuse	19 weeks	100%	19 weeks
-   Issue of licence (Note B)	3 weeks	100%	3 weeks
Renewal of licence	16 weeks	100%	16 weeks
Tombola Licence
Issue of licence	6 weeks	100%	6 weeks
Renewal of licence	3 weeks	100%	3 weeks
Amusements with Prizes Licence
Issue of licence (temporary)	3 weeks	100%	3 weeks
Issue of licence (annual) (Note D)	4 weeks	100%	4 weeks
Renewal of licence (annual)	3 weeks	100%	3 weeks
Trade Promotion Competition Licence
Issue of licence (Note E)	7 working days	100%	7 working days
Variation of licence particulars	1 week	100%	1 week
Lottery Licence
Issue of licence (Note E)	10 working days	100%	10 working days
Variation of licence particulars	1 week	100%	1 week
Film Classification
Assignment of film viewing session for films submitted for classification	7 working days	100%	7 working days
Notifications to applicants on decisions about film classification	8 working days	100%	8 working days
Issue of Certificates of Exemption	3 working days	100%	3 working days
Issue of Certificates for Packaging	2 working days	100%	2 working days
Issue of Certificates for Advertising Materials	2 working days	100%	2 working days
Newspapers Registration
Local Newspapers/News Agencies
-   Approval of registration (Note E)	7 working days	100%	7 working days
-   Formal registration	35 minutes	100%	35 minutes
-   Variation of registered particulars (Note E)	4 working days	100%	4 working days
-   Searches and inspections of the register	10 minutes	100%	10 minutes
-   Certified true copies of extracts from the register	30 minutes	100%	30 minutes
Newspaper Distributors
-   Processing of applications for new licences (Note E)	7 working days	100%	7 working days
-   Processing of licence renewal (Note E)	4 working days	100%	4 working days

N.A.	No letter of this nature was issued in 2008.
Note A -	Upon receipt of sufficient information from complainants.
Note B -	Upon satisfactory compliance with all requisite licensing requirements by the applicant.
Note C -	From the date of viewing session.
Note D -	Refers to processing time by TELA only. Actual issue of the licence is subject to the availability of Places of Public Entertainment Licence issued by Food and Environmental Hygiene Department. With effect from April 2008, upon receipt of the Places of Public Entertainment Licence, TELA would issue the Amusements With Prizes Licence in eight working days provided that the game list as attached to the Places of Public Entertainment Licence is the same as that attached to the Futher Consideration letter issued by TELA.
Note E -	Upon submission of all necessary documents and information by the applicant.
Note F -	Refers to urgent requests for which approving authority has been delegated to the Secretary General (Film Development Council). These include approval for sales estimates, budget, sales and distribution and material changes to the Film Project.

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V. Effective Monitoring

We are committed to doing our best to meet our performance standards and targets. The Commissioner for Television and Entertainment Licensing monitors the performance of various services and publishes our achievements annually. In addition, we conduct regular reviews to assess the extent to which we have met our targets, the level of customer satisfaction and the possible measures for further improvement.

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VI. The Public's Role and Right of Appeal

Customers' feedback on the standards of our services is an important input to our service improvement process. We welcome any comments and suggestions on our services and on the way they are delivered. There might be occasions when, despite our best efforts, we are unable to meet the targets pledged. In such instances, you are entitled to a full and prompt explanation. If you want such an explanation or if you feel that your case has not been dealt with properly, you may telephone us, e-mail us or write to:

We shall respond to you expeditiously.

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VII. Where to Go for Further Information