Current Page:ABOUT 1823

ABOUT 1823

1823 Call Centre Service Never Stops

About Us

1823Call Centre provides a round-the-clock one-stop service to answer public enquiries on services provided by 21 Government Departments.  It also receives complaints regarding any Bureau or Department.  For enquiries regarding Departments not covered by 1823, the Call Centre can provide relevant contact information.  For complaints, while it is the responsibility of the Bureaux or Departments affected to consider and act on the complaint, 1823 Call Centre provides easy communication, recording and tracking of each complaint.  We help ensure that complaints that cut across different departments' responsibilities are acted on properly and we can pass information to a complainant if requested by departments.

Vision and Mission

Vision Statement

  • To be the new benchmark for public sector call centre operations and to provide a key driver for the creation of a joined-up government.

Mission Statement

  • to provide a caring and one-stop service for answering public enquiries on behalf of participating departments and handling public complaints against the government;
  • to improve productivity, service quality and accountability in the enquiry service provided;
  • to provide consistent and accurate information to the public in a timely manner; and
  • to provide an effective platform for resolving cross-departmental complaints.

Access to Information

Requests for information or records (e.g. Case Summary, Voice Record) may be made by e-mail ( 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 $50.00)
  • Case record in hardcopies (each paper $1.00)

The information will be released when the requisite payment has been made.

21 Participating Departments

Agriculture, Fisheries and Conservation Department
Architectural Services Department
Buildings Department
Civil Engineering and Development Department
Companies Registry
Drainage Services Department
Electrical and Mechanical Services Department
Food and Environmental Hygiene Department
Hongkong Post
Highways Department
Labour Department
Lands Department
The Land Registry
Leisure and Cultural Services Department
Marine Department
Office of the Government Chief Information Officer
Rating and Valuation Department
Social Welfare Department
Student Financial Assistance Agency
Tobacco Control Office, Department of Health
Transport Department