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