About Us
Our Work
1823 is managed by the Efficiency Office to provide a round-the-clock one-stop service to answer enquiries for 23 participating departments and to receive complaints, suggestions and compliments about any area of Government services. For complaints, we will record the case details and refer the cases to the appropriate departments (or bureaux). The relevant department will decide how to follow up and respond. 1823 will monitor the progress of the department’s reply and, upon request by bureaux or departments, convey its reply to the complainants.
1. SubmitYou submit an enquiry, complaint, suggestion or compliment to 1823.
2. ReferFor enquiries related to 23 participating departments, 1823 will provide the answers direct. For enquiries related to the services of other departments, since 1823 does not have the relevant information, we will only provide the contact information of the departments so that you can ask them directly.For unresolved enquiries, as well as complaints, suggestions and compliments, 1823 will refer them to the relevant bureaux or departments for consideration and action.
3. HandleThe concerned department will handle the case as soon as possible upon receipt of the case. The handling time varies according to the case type and nature.
4. ReplyYou will be notified of the result as soon as possible after the bureaux or departments have followed up on the case.
2001
Establishment of 1823
Handled enquiries and complaints for five departments, including Food and Environmental Hygiene Department, Transport Department, Buildings Department, Electrical and Mechanical Services Department and Highways Department.
2005
Received the one-millionth call to 1823
Received the one-millionth enquiry call to 1823 during Christmas.
2006
Launch of the website and online forms
Provided on the internet the information of 1823 and allowed citizens to submit enquiries, complaints, suggestions and compliments related to government services online.
2009
Received complaints of all government bureaux and departments
Received complaints on all government services and ensured the complaints were referred to the appropriate department for investigation and follow up.
2011
Expansion of online services
Launched the 1823 Online website, mobile application “Tell me @ 1823” and 1823 Online Facebook page. Citizens could contact 1823 conveniently anytime through different channels.
2014
The 22nd participating department joined 1823
With the participation of the Housing Department, the number of participating departments of 1823 increased to 22.
2019
Launch of the new 1823 website and the Chatbot
The 1823 website adopted a new design which improves the experience of mobile device users. Dynamic e-forms were provided to facilitate case reporting. Also, 1823 piloted the use of Chatbot to answer simple public enquiries.
Request for Information
Requests for information or records (e.g. Voice Record) may be made by e-mail to tellme@1823.gov.hk or by post to PO Box 1823 Tsuen Wan Post Office. Records produced would be charged at cost and the processing time is around 10 calendar days.
The following items will be charged at cost:
- Voice record in CD-ROM - Each CD-ROM $66.00
- Case record in hardcopies - Each page $1.30
The information will be released when the requisite payment has been made.
About This Site
This website is produced and maintained by the Efficiency Office, the Government of the Hong Kong Special Administrative Region.
Overseas Internet users should note that the telephone numbers and facsimile lines of Hong Kong are preceded by the area code "852". "$" in documents, unless specified, refers to Hong Kong dollars. The rate is approximately US$1=HK$7.80.