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