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