The Customer Service Centre (CSC) of the Electrical and Mechanical Services Department is committed to safeguarding personal data privacy. All personal information submitted through the “Customer Relationship Management Platform” (including its hotline systems, websites and mobile applications, hereinafter referred to as “the Platform”) is handled in accordance with the relevant provisions of the Personal Data (Privacy) Ordinance. This statement outlines the policies and practices that the CSC follows in collecting and using your personal information.

Purpose of Collecting Personal Data

The personal information collected is mainly used for handling maintenance work of electrical and mechanical equipment and related matters, such as:

• Verifying user identity and contact information;
• Processing and managing maintenance requests and records;
• Conducting case follow-ups and customer satisfaction surveys;
• Improving the functionality and user experience of the Platform;
• Compiling maintenance statistics; and
• Future communication.

You are not obliged to provide your personal data. However, if you do not provide the necessary personal information (such as name, phone number and address), the CSC may be unable to process your applications.

The CSC may record the usage or visits to the Platform without collecting any personal identifiable information of users for compiling statistical reports and diagnosing problems with or concerning computer systems to help improve the services of the Platform.

Transfer of Personal Data

The CSC may transfer your personal information and maintenance records to third parties, including authorised bureau or departments of the Government of the HKSAR, your affiliated department, and service providers, for the purposes of communication and the fulfilment of required services.

Retention of Personal Data

Unless specifically required by law and/or prevailing regulations, personal data will not be retained longer than necessary to fulfill the original purposes for which the data were collected, or a directly related purpose. The CSC will take all reasonable and practicable steps to delete your personal information.

Personal Data Access or Correction

Under the Personal Data (Privacy) Ordinance (Cap. 486), you have the right to request access to and correction of your personal information. You can contact us by mail or email to make a formal request.