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In addition to offering the motorists and users of the Tsing Ma Control Area a smooth and safe passage, the Company and its staff also endeavour to achieve full compliance with the company performance pledge covering the following services:
Toll collection;
Vehicle recovery;
Highway patrol;
Environmental issues;
Monitoring and ensuring
serviceability of all Electrical & Mechanical Plant and System;
Inspection, maintenance and
repair to roadworks, cut slopes and traffic signs;
Response to public enquiries
and complaints.
Performance Standards and Targets:
1. Toll Collection:
Sufficient toll lanes open at all times to cater for varying volume of traffic.
2. Vehicle Recovery:
(i) Response Time : between 2 to 5 minutes depending on location of
incident.
(ii) Clearance Time : between 5 to 12 minutes depending on type of vehicle and nature of
incident.
3. Highway Patrol:
(i) Cheung Tsing Tunnel : a) at half-hourly intervals during normal operation.
b) at 15-minute intervals during night-time or
single-tube operation.
(ii) On the Bridges : at 20 minute intervals.
(iii) On the Expressways : at hourly intervals.
4. Environmental Standard:
WITHIN THE TUNNELS
(i) CO Concentration Level : below 100 ppm (average 5 minutes).
(ii) NO2 Concentration Level : below 1 ppm
(average 5 minutes).
WITHIN THE TMCA
(i) Carriageways : to be kept clean and tidy.
(ii) Landscaping : to be maintained and improved to provide a pleasant general
environment.
5. E&M Services:
(i) Plant & System Monitoring : 24 hours a day (365 days a year).
(ii) Serviceability Level of Individual System : not less than 99%.
6. Highway & Structure Maintenance:
INSPECTION
(i) All Carriageways, Slopes and Structure : daily visual safety inspection.
(ii) Inclement Weather : all elements within the TMCA will be subject to safety inspection
immediately after the lowering of typhoon signals or the cancellation of rainstorm
warnings.
MAINTENANCE
(i) Lane or Road Closure : shall be kept to a minimum when conducting routine or regular
maintenance and such work shall be carried out as expeditiously as possible.
REPAIR
(i) All repairs to holes on the road, damaged traffic signs etc. will be carried out
within 48 hours from being noted.
(ii) Any damage resulting from road traffic accidents will be made safe to the travelling
public immediately, and permanent repairs will be carried out within 48 hours after
replacement items are available.
7. Traffic Management:
Clear and visible signage, lighting and guarding will be adopted on-site to any affected
area to ensure and enhance the safe passage of motorists.
8. Response to public enquiries and complaints:
All enquiries and complaints will receive immediate attention. For more complicated cases
which may involve other parties, an interim response will be made, followed by a detailed
reply.