Request for information under the Code on Access to Information — implementation of the lead department mechanism for cross-departmental complaints under 1823
Dear Innovation, Technology and Industry Bureau Digital Policy Office,
I am writing under the Code on Access to Information about the measures to optimise the 1823 service announced in paragraph 434 of the 2026 Policy Address, and about the 13 recommendations in the Ombudsman's direct investigation report of 7 March 2024.
1. Please provide the document that sets out the implementation arrangements for the lead department mechanism, including how a lead department is assigned to a case and the time limit for its reply.
2. Please provide the record that shows the implementation status of each of the 13 recommendations in the Ombudsman's report of 7 March 2024, or state that no such record is held.
3. Please provide the most recent report submitted to the Task Force on District Governance on unresolved cross-departmental complaints involving district issues, or state the date of the most recent such report.
If a record is not held in the form described, please state so. If any part of this request is refused, please state the provision of the Code on Access to Information relied on.
Yours faithfully,
XIAN Hiu Yu
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
12/10/2026
Dear Sir/Madam,
Subject: Access to Information request - Request for information under the Code on Access to Information — implementation of the lead department mechanism for cross-departmental complaints under 1823 (Case Ref: 3-9787186878)
Thank you for your email to the Digital Policy Office (DPO) dated 12/10/2026. Please note that DPO requested 1823 to follow.
For the issue(s) related to 1823, we have passed your correspondence to the management team of 1823 for follow-up. You will be informed of the result once it is available.
If you have any questions about this reply, please contact us.
Best regards,
Silvia Chan
Customer Service Supervisor
1823
Contact Us: www.1823.gov.hk/en/about-us/contact-us
Service Disclaimer: www.1823.gov.hk/en/di.shtm
16/10/2026
Dear Sir/Madam,
Subject: Access to Information request - Request for information under the Code on Access to Information — implementation of the lead department mechanism for cross-departmental complaints under 1823 (Case Ref: 3-9787186878)
Regarding your above case, as 1823 requires more time to handle it, we cannot provide you with a substantive reply at this stage. Once the case is completed, you will be informed of the outcome as soon as possible.
If you have any questions about this reply, please contact us.
Best regards,
Franky Chung
Customer Service Supervisor
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
27/10/2026
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:
Regarding the Policy Address's initiative to optimize 1823 service, including the establishment of a lead department system to coordinate and manage inter-departmental service requests and complaints, DPO is collaborating with the Office of the Deputy Chief Secretary for Administration on the details of this mechanism. Further information will be available in due course.
Since the implementation of the complaint handling mechanism in October 2024. No case was submitted to the Task Force on District Governance for ruling.
For details on the implementation status of the 13 recommendations mentioned in the Ombudsman's report, please refer to paragraph 550 of the Government Minute in response to the Annual Report of The Ombudsman 2024, that can be accessible at https://www.legco.gov.hk/yr2024/english/....
Best regards,
Eddie Li
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