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1823 has been working closely with various government departments to handle public enquiries and complaints effectively through different channels. With the efforts of our colleagues, our commitment in delivering quality services has once again been recognised last year. Our Assistant Customer Service Supervisor, David Liu, was presented the “The Ombudsman’s Awards 2020 for Officers of Public Organisations”. The Office of the Ombudsman presents awards every year to honour government departments, public organisations and individual public officers’ excellent performance in handling complaints. It is very encouraging to receive recognition from the Office of the Ombudsman. The following is the sharing from the awardee -

 

David Liu, winner of “The Ombudsman’s Awards 2020 for Officers of Public Organisations”

I feel honoured to receive this award from the Office of the Ombudsman. This is not only a recognition of my performance, but also an appreciation of 1823's work in handling public enquiries and complaints.

1823 serves as the bridge of communication between citizens and Government departments. When citizens report us some problems that need to be resolved by the Government, we will record the cases and refer them to relevant departments for follow-up. Some cases may be complicated and involve multiple departments, while for some others, departments may have different views on the same case. 1823 will coordinate with the relevant departments to resolve such cases.

 

For example, a report was once received about the graffiti around the Gough Battery, Devil’s Peak. After receiving our referral, the Home Affairs Department (HAD) first referred the case to the Antiquities and Monuments Office (AMO), since the facilities were classified as Grade II Historical Buildings in Hong Kong. After AMO had provided technical advice from the conservation perspective, HAD arranged the removal of graffiti in accordance with AMO’s advice.

The successful resolution of each case requires the cooperation of 1823 colleagues and the coordination of relevant departments. I would like to take this opportunity to express my heartfelt thanks to them. Last but not least, I would also like to express gratitude to the management for their support and encouragement to the frontline colleagues.

Last update: 18 Jan 2021