Performance Pledge



  1. Services Provided
  2. Performance Standards and Targets
  3. Effective Monitoring
  4. Service Environment
  5. The Role of the Public
  6. Right to Appeal
  7. Where to go for Further Information
  8. Other Services
  9. Activities to improve service standard
  1. Services Provided

    This performance pledge covers:
    1. a) Services provided in times of emergency
    2. b) Services provided in times other than emergency
    3. c) Service response time

  2. Performance Standards and Targets
    1. (a)Services provided in times of emergency:
      1. (i) Emergency Call Out - If assistance is required at a site where an incident or disaster occurs, we will deploy an Emergency Response Task Force (ERTF) to the scene to provide medical assistance by giving paramedic care to the injured. The standard time to arrive at the scene is 45 minutes.
      2. (ii) Typhoon Manning - When typhoon signal No. 8 or above is hoisted, we will deploy officers to the Fire Services Communication Centre to act as Departmental Liaison Officers responsible to co-ordinate the rescue work carried out by various departments. Our members will report to the Ambulance Depots / Stations of the Fire Services Department and help set up first aid posts to provide first aid treatment for members of the public who are in need. We will also augment the ambulance service of the Fire Services Department by providing additional ambulance crews at designated Depots / Stations.
      3. (iii) Ambulance Service - An emergency ambulance on stand-by at the New Territories East Regional Office in Hin Tin will provide reinforcement for the Fire Services Department at the scene of emergency whenever emergency calls are received from it between 3 p.m. and 11 p.m. daily.

      Country Park Duty
    2. (b) Services provided in times other than emergency
      1. (i)NEATS

        AMS provides non-emergency ambulance transfer service (NEATS) 7 days a week (including public holidays) from 0800 hours to 1800 hours. It responded to a total of 12,727 calls in 2017.

      2. (ii)FA & Ambulance Services in CP Duty

        AMS provides first aid and ambulance services in country parks and cycle track on Sundays and public holidays from 1000 to 1600 hours. First aid posts are set up at designated points assigned by the Agriculture, Fisheries & Conservation Department. In 2017, 3,409 numbers of casualties were treated at Country Park & Cycle Track.

      3. (iii)FA Coverage

        AMS will, on request, provide first aid coverage for non-profit-making organizations. To allow sufficient time for processing such applications, applicants should forward their applications to AMS Headquarters at least 14 clear working days in advance and state clearly the information required, e.g. date, time, venue and estimated number of participants at the function. The target reply time is 10 clear working days. Nevertheless, depending on different circumstances (e.g. major functions that are likely to attract a large population), individual applications will be considered at even shorter notice.

        AMS cooperates with the Hong Kong Police Force and other government departments in providing on-the-spot first aid coverage for major activities such as the fireworks displays and the New Year Eve Count-down Carnival. During these kinds of functions the control room at AMS Headquarters will be manned in order to exercise the overall control in handling any emergency situation that may arise. In 2017, AMS provided 262,682 man-hours for such coverage.

        FA & Ambulance Services in CP Duty
      4. (iv)We organize basic courses on first aid and resuscitation for civil servants. On request, first aid talks are also provided for a fee for staff and members of non-profit-making organizations. Normally the target reply time is 10 clear working days. Upon successful completion of these courses, participants will be awarded a certificate. In 2017, a total of 5,923 participants were awarded a certificate of Basic First Aid.
    3. (c) Service response time

      Types of Services
      Target Response Time
      Emergency Call Out
      Deploy an Emergency Response Task Force (ERTF) to the scene to provide paramedic care for the injured 45 minutes
      Other Services
      Approve applications for the provision of first aid coverage from non-profit-making organizations 10 working days
      Approve applications for the provision of chargeable first-aid talks non-profit-making organizations 10 working days
      Acknowledge receipt of membership applications 10 working days
      Notify ineligible membership applicants in writing 1 month
      Invite eligible membership applicants for an interview 2 months
      Written Enquiries and Complaints
      Acknowledge receipt 3 working days
      Interim reply 10 working days
      Formal reply 1 month

      Recruitment

      Members of the public who wish to become an AMS member should submit a completed application form directly to the AMS Headquarters at 81 Princess Margaret Road, Ho Man Tin, Kowloon. An acknowledgement letter will be sent to applicants within 10 working days. Applicants who are ineligible will be notified in writing within one month while those who are eligible will be invited to attend an interview within 2 months. In 2017, 1,429 applications were received and processed whereas 526 new recruits successfully completed the basic recruit training.


      Life Guard Training
    4. (d)Environmental Protection

      We undertake to carry out our services and operations in an environmental-friendly and responsible manner in order to keep Hong Kong clean and tidy. Our major environmental initiatives include:


      1. (i)ensuring that requirements of all applicable environmental protection ordinances and regulations are fully met;
      2. (ii)promoting the use of email communications among staff and members. A digital platform called e-garden was set up in June 2004 for members to communicate among themselves;
      3. (iii)uploading training notes and departmental orders to the e-garden to minimize printing and the use of paper.
  3. Effective Monitoring

    The Chief Staff Officer (CSO) will monitor if our services meet the standards. Questionnaires will be used to collect the public's opinions and the results published annually.
  4. Service Environment

    We commit to providing timely and efficient services for the public.
  5. The Role of the Public

    If members of the public have any suggestions or comments on the way our services are provided, they can forward them to the Chief Staff Officer. Despite the best efforts we have put up, we understand that there may be some areas we have not fully met. If this is the case, please feel free to write to us to ask for a full explanation. In case a formal reply cannot be given immediately, we will first give an interim reply within 10 working days. Alternatively, you can contact the Senior Operations & Training Officer concerned, who will, whenever necessary, arrange an appointment for you to meet the appropriate staff.
  6. Right to Appeal

    If you are still not satisfied with the reply, you may appeal in writing to the CSO of AMS at 81 Princess Margaret Road, Homantin, Kowloon.
  7. Where to go for Further Information

    Any member of the public who wishes to obtain information concerning topic such as home safety and first aid may approach the Resource Corner at Room 105, 1st Floor, AMS Headquarters. For information on the range of services provided by us, they can obtain it through a 24-hour inquiry hotline (2762 2033) operated by an Interactive Voice Response System or by visiting our website at http://www.ams.gov.hk
  8. Other Services

    Our members assist the Department of Health in administering the daily running of 19 methadone clinics throughout the year.


    In 2017, a total of 243 members received training to become an inoculator. They are ready to provide vaccination service for the public for the prevention of seasonal and infectious diseases.

  9. Activities to improve service standard

    At present, there are 34 members in the AMS Psychosocial Response Team. Possessing psychosocial first aid knowledge and skills, they areresponsible for assisting people suffering from emotional shocks caused by major disasters and calamities.


    To cope with the policy of the Hong Kong Special Administrative Region Government, AMS will continue to conduct fire prevention training. In 2017, a total of 256 members became qualified Fire Safety Ambassadors.