Many years ago, when the QSM line started, the call was answered by service officers of at least Division 1 grade. Recently, however, QSM lines in some organisations are answered by junior staff. Some have even tied their QSM line to the inquiry line.

I suppose the reason the QSM line was to be answered by a senior officer was that only through his vast experience and seniority could the problem be looked into thoroughly and expeditiously.

I would like to know if the arrangement still stands as when the quality service scheme was mooted years ago.

David Kwok Ng Kan