Request for information under the Code on Access to Information — 1823 case volumes by channel, category and department, and per-department outcomes
Dear Sir/Madam,
I am writing under the Code on Access to Information about the 1823 complaint channel. On 7 March 2024 the Office of The Ombudsman published a direct-investigation report on 1823 and recorded that the Efficiency Office accepted its 13 recommendations; the report found that no end-to-end picture of how cases resolve is published. Because 1823 serves 23 participating departments and handles over 7.5 million enquiries and complaints a year, a per-department view is the unit at which any improvement must be tested. I seek the following for each of the last three financial years — 2023-24, 2024-25 and 2025-26:
1. How many enquiries and complaints did 1823 receive, broken down by channel (telephone, email, web form, app and iAM Smart) and by complaint category, and can the same table be split by the participating department to which each case was referred?
2. For each of the 23 participating departments, how many enquiries and complaints were referred to it, how many were resolved, and what was the median time-to-resolve? If a median is not held, please instead give the number resolved within 30 days, within 60 days, within 90 days and after 90 days or still unresolved.
Scope limiter: if the full period is unavailable, please provide the most recent available quarterly data. If you refuse any part of this request, please state the provision of the Code on Access to Information relied on.
Yours faithfully,
I . S . Chan
Dear Sir/Madam,
We received three messages from you at 3:54 pm, 4:02 pm and 4:06 pm on
5.10.2026.
As matters related to 1823 do not fall under the purview of this
Commission, we have referred this case to the Digital Policy Office for
necessary action.
Thank you.
Regards,
Janet AU
Innovation and Technology Commission
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-----Original Message-----
From: [ATI #1649 email]
<[ATI #1649 email]>
Sent: Monday, October 5, 2026 3:54 PM
To: ITC Enquiry/ITC <[Innovation and Technology Commission request email]>
Subject: 公開資料要求 - Request for information under the Code on Access
to Information — 1823 case volumes by channel, category and department,
and per-department outcomes
Dear Sir/Madam,
I am writing under the Code on Access to Information about the 1823
complaint channel. On 7 March 2024 the Office of The Ombudsman published a
direct-investigation report on 1823 and recorded that the Efficiency
Office accepted its 13 recommendations; the report found that no
end-to-end picture of how cases resolve is published. Because 1823 serves
23 participating departments and handles over 7.5 million enquiries and
complaints a year, a per-department view is the unit at which any
improvement must be tested. I seek the following for each of the last
three financial years — 2023-24, 2024-25 and 2025-26:
1. How many enquiries and complaints did 1823 receive, broken down by
channel (telephone, email, web form, app and iAM Smart) and by complaint
category, and can the same table be split by the participating department
to which each case was referred?
2. For each of the 23 participating departments, how many enquiries and
complaints were referred to it, how many were resolved, and what was the
median time-to-resolve? If a median is not held, please instead give the
number resolved within 30 days, within 60 days, within 90 days and after
90 days or still unresolved.
Scope limiter: if the full period is unavailable, please provide the most
recent available quarterly data. If you refuse any part of this request,
please state the provision of the Code on Access to Information relied on.
Yours faithfully,
I . S . Chan
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13/10/2026
Dear Sir/Madam,
Thank you for your email to the Innovation and Technology Commission (ITC) dated 5/10/2026. Please note that ITC have referred this case to the Digital Policy Office (DPO) and requested 1823 to follow.
1823 is currently following up on the case and will provide a substantive reply as soon as possible.
Best regards,
Christine Chan
Assistant Manager
1823
(Case Ref: 3-9773878943)
Case Status Enquiry: www.1823.gov.hk/portal/en/login
Contact Us: www.1823.gov.hk/en/about-us/contact-us
Service Disclaimer: www.1823.gov.hk/en/di.shtm
Dear Sir/Madam,
I refer to your email enquiry dated 5 October 2026 under The Code on Access to Information addressed to the Innovation and Technology Commission, that has been referred to 1823 for handling. Our response is as follows:
The 1823 performance data, including a breakdown of enquiries and complaints received through various channels, has been publicized as open data on the data.gov.hk website and is accessible via the following link: https://data.gov.hk/en-data/dataset/hk-d....
1823 categorises cases by subject matter (e.g., street cleanliness, facility management). As cases may be transferred between departments at different stages of handling or may be jointly handled by multiple departments which 1823 may not have the details, 1823 does not compile breakdown of cases by department. A record of the 5 most common subject categories for enquiries and service requests/complaints over the past 3 calendar years is provided in Annex 1 for your reference. 1823 does not maintain the number of service request/complaint cases with breakdown by financial years.
1823 receives requests for government services or complaints about any area of government services, and refers them to the relevant departments for consideration and action. The responsible departments determine the appropriate follow-up and response. According to records, 1823 made a total of 868,799, 887,099 and 934,956 referrals to government departments and bureaux in 2023, 2024, and 2025, respectively. As the resolution of cases fall within the purview of the respective departments and bureau and 1823 does not have the information, 1823 does not maintain statistics on the resolution time of service requests/complaints received.
Best regards,
Christine Chan
Assistant Manager
1823
Case Status Enquiry: www.1823.gov.hk/portal/en/login
Contact Us: www.1823.gov.hk/en/about-us/contact-us
Service Disclaimer: www.1823.gov.hk/en/di.shtm