International Social Service
Hong Kong Branch
Intercountry Adoption Programme
Office Address : 6/F, Southorn Centre
130 Henessy Road
Wanchai
Hong Kong
Telephone : (852) 2834 6863
Fax : (852) 2834 7627
E-mail : isshk@isshk.org / ia@isshk.org
Website : www.isshk.org
Suggestion Box : At the reception of the office
Office Hours : 9:00 am – 6:00 pm
(Monday)
9:00 am – 5:45 pm
(Tuesday to Friday)
Office is closed on Saturday,
Sunday and Public Holidays
1
LEARNING MORE ABOUT US ……
1 Leaflet on
Intercountry
It describes our
objectives and
Ask our staff for
a copy, or collect
Adoption mode of service one from our
Programme delivery office
2 Information
Sheet on
It contains
information on:
Ask our staff for
a copy, or collect
Adoption of the children who one from our
Children from need overseas office
Hong Kong adoption
the adoptive
families we are
looking for
procedures of
adoption
application
3 Information
Sheet on
It contains
information on:
Ask our staff for
a copy, or collect
Adoption of countries that we one from our
Children from are working with office
Other requirements and
Countries / procedures of
Mainland China adoption
application
2
LEARNING MORE ABOUT US ……
4 The
Information
It contains:
the roles and
Available for
reading in the
Handbook of responsibilities of office
Intercountry our staff and
Adoption management body
Programme service policy and
procedures
5 Homepage on
ISS Hong Kong
It contains
information on our
Visit our website:
www.isshk.org
agency and all the
programmes
6 The Annual
Report of ISS
It contains
narrative and
Available for
reading in the
Hong Kong statistical reports office and the
of each homepage
programme
For other materials / documents about our agency and the
Intercountry Adoption Programme ……
please ask our staff for information.
3
SERVING YOU BETTER ……
1 Service Entry and Exit
We have a set of policy and procedures about how you
may enter and leave the service.
If we are not able to provide service for you, we shall
give you the reasons.
2 Needs of Service Users
We have a planned approach to assessing and meeting
your needs in accordance with the aims of the
Programme.
Your views will also be considered in this process.
3 Informed Choices
We shall provide you with timely information about
our service operation so that you are able to make
informed choices.
4 Service Records
We maintain accurate and current records of service
operation and activities.
4
SERVING YOU BETTER ……
The Annual Report on the Programme is accessible to
the public.
5 Safe Environment
We take all reasonable steps to ensure that a safe
environment is provided for you in the course of
service delivery.
Ask our staff about the procedures for responding to
an emergency.
6 Private Property
All who come to our office should take care of their
own personal belongings or valuables.
We follow a set of policy and procedures to protect
and manage your private property (if it is to be kept in
our office.
7 Privacy and Confidentiality
We respect your right to privacy and dignity.
5
SERVING YOU BETTER ……
We treat all the information we have about you as
confidential in principle.
Except for case discussion with those involved in
provision of service for you, we will seek your consent
before requesting information on you from another
party.
Please read the notice of our agency concerning
collection of personal data.
8 Suggestions．Compliments．Complaints
To enable us to serve you better, we welcome your
valuable suggestions or compliments.
Please also raise your complaints to us, if any.
You can choose to share your feedback with us in
person or by contacting us through other means listed
in this brochure.
You may also use a suggestion form.
We shall actively examine and handle all complaints
with an open mind within a specified period. A reply
will also be given to the complainants.
6
SERVING YOU BETTER ……
9 Freedom From Abuse
We respect your right to freedom from all forms of
abuse.
Should you have a concern in this aspect, you are
welcome to discuss with our staff in person or
through other means listed in this brochure.
We shall investigate and follow up on all incidents of
suspected abuse.
10 Roles and Responsibilities
The roles and responsibilities of all staff or other
decision making bodies are clearly defined.
11 Human Resources
We have policies and procedures on staff
recruitment, contracting, development, training,
assessment, deployment and disciplinary practices
which are implemented accordingly.
7
SERVING YOU BETTER ……
Financial Management
12
We implement policies and procedures to ensure
effective financial management.
13 Legal Obligations
We comply with the legislations relevant to the
service.
14 Planning, Review, Evaluation and
Collection of Feedback
We develop a service plan for every year, review and
evaluate our performance as well as follow up on the
issues identified.
We review and update our policies and procedures
regularly.
We shall collect and respond to your feedback.
8
NOTICE ON COLLECTION
OF PERSONAL DATA
Please read this notice before you provide us with any personal
data.
1 Collection of Personal Data
The personal data provided by you will be used for the
purpose of your application for service from the
organization. The provision of personal data is voluntary.
If you do not provide sufficient personal data, we may not
be able to process your application or provide service.
Please ensure that the data you provide are accurate.
2 Transfer of Personal Data
The personal data you provide will be made available to
appropriate staff working in the organization on a
need-to-know basis. Apart from this, they may be
disclosed to other relevant parties listed below:-
Those involved in the process of assessment of your
application or provision of service for you, including the
government and non-governmental organizations;
9
NOTICE ON COLLECTION
OF PERSONAL DATA ……
Where you have given consent to such disclosure; or
Where such disclosure is authorized or required by law.
3 Access to and Correction of Personal Data
Apart from exemptions provided under the Personal Data
(Privacy) Ordinance, you have the right of access to and
correction of personal data we hold on you. Your right of
access includes the right to obtain a copy of your personal
data subject to payment of a fee ($50 each time. For
documents that are over 10 pages, $5 for each additional
page). Your request must be made in writing. Your
personal data kept in this organization will be destroyed at
an appropriate time after your case is closed.
4 Enquiries
For enquiries, please contact the responsible staff or the
Director of Programme.
10
Joining children and
adoptive families together
from a world away,
Bringing them joy and
laughter and
their love for
each other will
forever stay!
（May 2006 )