Request for information under the Code on Access to Information — uptake of the 1823 app and the iAM Smart channel
Dear Sir/Madam,
I am writing under the Code on Access to Information about the 1823 complaint channel. The 2019 letter to the editor recorded 133,203 downloads of the "Tell me@1823" app between 2011 and 2017 against 5.7 million smartphone users, and the 2021 letter recorded that 87% of enquiries still arrived by telephone. The Digital Policy Office announced on 27 August 2026 that the legacy app is being integrated into iAM Smart. For each of the last three financial years — 2023-24, 2024-25 and 2025-26:
1. What were the downloads, monthly active users and share of total cases for the legacy "Tell me@1823" app and for the iAM Smart channel?
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 your message of 10:44 am on 6.10.2026.
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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13/10/2026
Dear Sir/Madam,
Thank you for your email to the Innovation and Technology Commission (ITC) dated 6/10/2026. 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.
Should you have any enquiries, please feel free to contact us.
Best regards,
Christine Chan
Assistant Manager
1823
(Case Ref: 3-9791471729)
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 6 October 2026 under The Code on Access to Information addressed to the Innovation and Technology Commission, that has been referred to 1823 of Digital Policy Office for handling. Our response is as follows:
The mobile application “Tell me@1823” was decommissioned on 21 July 2022 following the launch of the new 1823 Mobile App. Consequently, the required information for “Tell me@1823” is not available after 2023.
For the current 1823 Mobile App, the cumulative download figures are as follows:
As at 31 January 2023, Cumulative Downloads is 50,000.
As at 31 January 2024, Cumulative Downloads is 110,000.
As at 31 January 2025, Cumulative Downloads is 166,000.
As at 31 January 2026, Cumulative Downloads is 219,000.
Currently, 1823 does not define “active user” of a mobile application. The number of written contacts received via the mobile application has been published as open data on the DATA.GOV.HK and is accessible via the following link: https://data.gov.hk/en-data/dataset/hk-d....
Both “Tell me@1823” and the current 1823 Mobile App operates outside the iAM Smart platform. A new 1823 Web Application that supports direct access to 1823 services via "iAM Smart" platform is being developed and will be made available to the public in due course.
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