A senior official will assume responsibility for determining which government bureau or department handles public complaints that involve multiple agencies under a new framework set to launch early next year. Deputy Chief Secretary for Administration Warner Cheuk Wingham announced the reform during a press briefing, emphasizing a fair and transparent allocation process for cases with overlapping jurisdiction.

The updated mechanism will empower Cheuk to make final decisions on the assignment of interdepartmental complaints received through the 1823 hotline, a government service platform managing public grievances. “If every department has a similar share of the responsibility, we will operate a roster system,” Cheuk explained. This approach aims to ensure equitable rotation in leading coordination efforts among departments when dealing with multifaceted cases.

In instances where designated lead departments disagree with their assigned cases, they can appeal within a few days. Cheuk will then issue a conclusive decision. Under the new system, the lead department will be required to provide a preliminary response to the complainant within 10 calendar days, followed by a substantive reply within 30 days. Importantly, the choice of lead department will be based on the nature of the complaint and which agency can most effectively address the issue.

Cheuk’s comments were prompted by concerns stemming from the Wang Fuk Court fire tragedy, which resulted in 168 fatalities. Prior to the incident, residents had repeatedly raised safety concerns, including the use of flammable materials and fire escape deficiencies, but encountered difficulties in obtaining coordinated government responses. Investigations found that departments frequently referred complaints to other offices without adequately addressing fire risks.

Last year, the 1823 hotline handled approximately 750,000 complaints, with nearly 30 percent involving multiple agencies. Cheuk acknowledged that interdepartmental coordination had previously been hampered by departments deflecting responsibility or citing a lack of authority or resources. The new framework seeks to eliminate such obstacles by centralizing final decision-making and enhancing accountability.

Chief Executive John Lee Ka-chiu outlined the initiative in his recent policy address, highlighting the appointment of a lead department to oversee complex service requests and complaints. Departments will continue to manage cases within their areas of responsibility but will operate under the coordination of the designated lead, who will also report on progress. Each department is expected to assign a directorate-level officer to monitor its response efficiency and effectiveness.

Cheuk noted that while most cases are already efficiently allocated, the reform will further reduce delays and improve the public’s experience when raising cross-departmental issues. “Situations where departments say they do not have the authority, knowledge or money to handle the complaint will no longer exist,” he said, underscoring the government’s commitment to strengthening service delivery through clearer leadership and coordination.