Request for information under the Code on Access to Information — follow-up of 1823 telephone enquiries not resolved at first call
Dear Innovation, Technology and Industry Bureau Digital Policy Office,
I am writing under the Code on Access to Information about 1823. On 7 March 2024 the Office of The Ombudsman recorded that 1823 resolved telephone enquiries at first call 99 per cent of the time. I would like records on the enquiries that were not resolved at first call.
1. Please provide, for each of the last three financial years, the number of telephone enquiries not resolved at first call, and the number of those that were followed up by a call-back, by referral to a department, or by conversion into a case.
2. Please provide, for the same three years, the number of those enquiries in which the outcome was communicated back to the caller.
3. Please provide the written procedure or service standard that sets out how such a call is followed up, including the time limit for calling the caller back.
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,
CHEN Zhengxian
We acknowledge receipt of your e-mail. Thank you. (The above is generated
by an auto-reply program.) Best Regards, Digital Policy Office 本辦公室已
接獲您的電郵，內容備悉。 (以上為電腦自動發出的訊息。) 數字政策辦公室
16/10/2026
Dear Sir/Madam,
Thank you for your email addressed to the Digital Policy Office (DPO). Please note that DPO has referred this case to 1823 for follow-up.
1823 is currently handling 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,
Sharon Fung
Assistant Manager
1823
(Case Ref: 3-9791319995)
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
30/10/2026
Dear Sir/Madam,
I refer to your email dated 11 October 2026 to the Digital Policy Office, requesting information on 1823 under The Code on Access to Information. Our response is as follows:
1823 keeps operational data on calendar year basis rather than on financial year basis. The number of enquiries handled in the past three calendar years (from 2023 to 2025) was 1,858,422, 1,719,134 and 1,825,288 respectively. The first-call resolution in 2023 to 2025 rate was 98.8%, 98.9% and 98.9% respectively.
1823 handles general enquiries for 23 participating departments and will directly answer enquiries about their services with the information provided by the participating departments. For enquiries that could not be resolved in the first call 1823 refers them to the relevant departments for action and a reply to the enquirer will be made under the timeframe set in the Code on Access to Information. Relevant information and documents are available at https://www.access.gov.hk .
Best regards,
Sharon Fung
Assistant Manager
1823
(Case Ref: 3-9791319995)
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