Request for information under the Code on Access to Information — 1823 end-to-end procedure and the office's own recorded pain points
Dear Sir/Madam,
I am writing under the Code on Access to Information about the 1823 complaint channel, following the Office of The Ombudsman's direct-investigation report of 7 March 2024, whose recommendations the Efficiency Office accepted. To understand where a case can stall, I seek the office's own written description of the process and its own recorded difficulties.
1. What written standard operating procedure or process map records how an enquiry and a complaint are handled end-to-end, including the referral steps, the time limits for departmental replies, the escalation triggers and the point at which a case is recorded as closed?
2. What pain points and bottlenecks does the Efficiency Office itself record — in management reviews, internal audits or service surveys — including any record of jurisdiction disputes and departmental deadlines missed?
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
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: 3-9791471553)
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 (the “Code”) addressed to the Innovation and Technology Commission, that has been referred to 1823 for handling. Our response is as follows:
Government departments should comply with the guidelines set out by the General Circular No. 7/2024 issued by Director of Administration on complaint handling, including case recording, case referrals, time limits for responses, complaint escalation, etc. In addition, the Code and “Guidelines on Interpretation and Application” of the Code set out the guidance principles for handling of request under the Code and non-Code enquiries.
1823 receives requests for government service or complaints about any areas of government services and refer them to the relevant departments for consideration and action. The relevant departments will decide how to follow up and respond. Once the investigation is completed and a substantive reply is issued, 1823 will be informed to close the case. If 1823 does not receive timely update on case status from departments, 1823 will follow up accordingly
Further details on the case handling process within 1823 can be found the following website: https://www.1823.gov.hk/en/about-us#works
Information regarding service pledges of 1823 can be found at https://www.1823.gov.hk/en/about-us/cont...
Under the complaint handling mechanism in the aforementioned General Circular, departments should follow the procedures and provide necessary information to 1823 should they consider they are not the right party to take up the case. If the case is rejected by two departments, 1823 will escalate the case to the relevant District Officer for a ruling. Since the mechanism is implemented in October 2024, amongst the over 1 million complaint cases received, only two cases needs to be resolved through ruling of District Officer .
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