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Performance Pledge

Serving the Exporting Community

The Hong Kong Export Credit Insurance Corporation (ECIC) is Hong Kong's export credit insurer and can protect you against risks of non-payment for exports of goods and services. Established in 1966, ECIC's total liabilities in respect of its contracts of insurance are fully guaranteed by the Government.

Using this Webpage
This webpage is meant for your general guidance. It tells you what standards to expect from ECIC when making enquiries on the followings :
(a)
Proposals for cover;
(b)
Quotations for policy;
(c)
Credit Limit Applications;
(d)
Advice for preventing or minimising loss;
(e)
Claims payments; and
(f)
Recoveries receipts
The webpage also advises you what to do if you wish to comment on or complain about the services you receive.

All services are available from ECIC's office at 2nd Floor, Tower 1, South Seas Centre, 75 Mody Road, Tsimshatsui East, Kowloon, Hong Kong.

Office hours are 9:00 a.m. to 5:45 p.m. from Monday to Friday.

ECIC staff may also be contacted by:

(a) Mail
2nd Floor, Tower 1, South Seas Centre,
75 Mody Road, Tsimshatsui,
Kowloon
(b) Telephone
2723 3883
(c) Facsimile
2722 6277
(d) E-mail


Service Standards

ECIC is committed to meeting the needs of the exporting community in Hong Kong by helping exporters to contain the risks associated with exporting activities.

With the exception of stamping of individual declarations brought in person to ECIC's office, which will be stamped within 5 minutes, this performance pledge covers services which take longer time to provide. Where the performance standard is expressed as turnaround time in clear working days, it refers to the number of working days, not counting the day of receipt.

These standards are displayed in ECIC's public reception area and distributed to all policyholders. Further copies are available on request. They are kept under continual review to ensure that the best service is provided to all users of ECIC's services.
Service/Application
Target turnaround time
(clear working days)
Processing of proposals and issue of quotations
(based on completed proposals and adequate information being available for decision)
2
Processing of credit limit applications and issue of credit limits
(based on adequate information being available for decision)
4
Advice on preventing or minimising loss
2
Ascertainment of claims
(based on availability of all relevant documents)
8
Apportionment of recoveries receipts and recovery expenses
3


Monitoring

Information and statistics relating to this performance pledge is submitted to the Secretary for Commerce and Economic Development Bureau at a six-month interval.


Service Environment

ECIC is committed to providing efficient, courteous and professional service in a clean and business-like environment.


The Public's Role

ECIC welcomes your advice, comments or suggestions on the way in which these services are provided or can be improved. If you feel that any service has not been up to standard or if you want an explanation or just wish to know more about ECIC's facilities or services, please contact the following officers:
Post
Name
Deputy General Manager
Walter Tse
Amy Wai
Iyria Fan
ECIC will reply to all written or oral complaints within 10 days. An interim reply will be made in respect of complicated matters which may take longer time to resolve.


Right to Appeal

If you feel that your case has not been dealt with adequately, you can write to the Commissioner, ECIC at 2nd Floor, Tower 1, South Seas Centre, 75 Mody Road, Tsimshatsui East, Kowloon.
Post
Name
Commissioner
Ralph Lai
General Manager
Cynthia Chin