Gov’t to revamp 1823 hotline, pledging 10-day response time for public enquiries
Hong Kong’s government has announced new improvements to its 1823 hotline, pledging to respond to public enquiries and complaints within 10 days and to coordinate responses across various departments. Deputy Chief Secretary Warner Cheuk said on RTHK on Tuesday that authorities were concerned about the problem of different departments passing the buck when a public […]
Hong Kong's government has announced plans to revamp the popular 1823 hotline, promising a 10-day response time for public inquiries and complaints. Deputy Chief Secretary Warner Cheuk explained on RTHK that the issue lies in departments passing the responsibility for handling complaints back and forth. Cheuk likened it to kicking a ball, with each person claiming it's not their responsibility.
The 1823 Call Centre, launched in 2001, is a 24-hour hotline operated by the Digital Policy Office. In his annual Policy Address, Chief Executive John Lee committed to revamping the service. A "lead department" will be designated to coordinate the handling of cross-departmental complaints and report to the deputy chief secretary for administration.
Cheuk stated that the hotline received about 2 million inquiries and complaints in the first seven months of this year, with 30 percent involving multiple departments. The new improvements will see the lead department collaborate with other involved departments, providing an initial response within 10 days and a final response within 30 days.
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