Telecom and Internet service provider complaint hotline and address in Hong Kong
Information below are all regards to government officials and CAHK (http://ccss.cahk.hk/en/ccss-members.html). BroadbandHK is not responsible to the validity of the below contacts and Internet service provider complaint hotline
|Company Name||Information of the Designated Channel(s)|
|China Mobile Hong Kong Company Limited||24-hour Customer Care Hotline : 2945 8888|
|CMMobile Global Communications Limited||CS Hotline:3112 2333
CS Centre :
Suites 1105-06, 11th Floor, Chinachem Golden Plaza, 77 Mody Road, Tsimshatsui East, Kowloon, Hong Kong
Email enquiry via company’s website:
www.cmmobile.com>Cus.Services>Contact Us>Email inquiry
|China-Hong Kong Telecom Limited||Customer Service Hotline: 3691 0198
Fax: 2859 0987
|China Unicom (Hong Kong) Operations Limited||24-hour Customer Service Hotline :
|CITIC Telecom International Limited||CCSS Hotline: 2377 8899|
|CSL Mobile Limited||CCSS Service Hotline:
3922 6304 or 1000
|Hong Kong Broadband Network Limited||Customer Service Hotline: 128 100|
|Hong Kong Telecommunications (HKT) Limited||PCCW Consumer Service Hotline: 1000|
|Hutchison Global Communications Limited and Hutchison Telephone Company Limited||3HK Customer Service Hotline: 3166 3333
Fax: 2123 1297
Email: email@example.comMail: Hutchison Telecommunications (Hong Kong) Limited, PO BOX 999, Tsuen Wan, Hong Kong
|i-CABLE||Customer Service Hotline: 1832 832|
|IMC Networks Limited||CS Hotline: 8100 6336|
|New World Telecommunications Limited||Customer Service Hotline: 1239|
|SmarTone Mobile Communications Limited||24-hour service hotline : 2880 2688|
|Sun Mobile Limited||Designated CCSS Hotline: 8118 0055|
|Wharf T&T Limited||Customer Service Hotline: 121 000
Fax Hotline: 121 100
Wharf T&T Limited
9/F, KITEC, 1 Trademart Drive
Kowloon Bay, Hong Kong
- Refer the CAHK website, http://ccss.cahk.hk/en/mediation.html . Authorities are helping customers to build compromise with telecom in the following channels.
The Mediation under the CCSS
Mediation helps resolve disputes between parties outside the judicial system with less legal formality and without the need for expensive legal cost. Mediation service under the CCSS is provided by independent and trained mediators, via meetings or telephone communications, to assist the concerned parties to identify the issues in dispute, their respective positions and expectations; to facilitate the negotiation; to formulate a solution; and ultimately to reach a settlement agreement regarding the resolution of the whole, or part, of the dispute.
Mediation service under the CCSS is limited to billing disputes between the customers and the participating telecommunications service providers (CCSS Members). Billing dispute arises when a customer disagrees with the amount shown on the bill issued by a CCSS Member. Some examples of billing disputes are given below. These examples are for illustration only and are by no means exhaustive:
A charge for something that is not subscribed to or consumed
The customer claims that the service charged on the bill is not subscribed to (if the service is charged on a subscription basis) or consumed (if the service is charged on a consumption basis). In other cases, the customer has consumed the service but claims that the consumption level was not the same as stated in the bill.
A charge that is not properly identified on the bill
The customer claims that the bill is not clear and understandable. In some cases, the customer claims that there is a lack of information on a billed item.
A charge for an amount that is different from the charge specified under the contract
The customer claims that the amount charged on the bill is different from the charge stated in or calculated in accordance with the contract. In some cases, the disputes arise from different interpretation of charging scheme and calculation method.
A charge entered on a date different from the service commencement or consumption date
The customer claims that the charge on the bill is entered on a date different from the service commencement/consumption date.
A charge for something that is not accepted on delivery
The customer claims that he/she has not accepted the product/service alleged to be delivered to him/her but the charge is imposed on the bill.
A bill with an error in the arithmetic
The customer claims that the charge on the bill has arithmetical error(s).
A bill failing to show a payment, rebate, or other credit to the customer’s account
The customer claims that he/she has made the payment or is entitled to a rebate or other credits but they are not properly reflected on the bill.
A bill in which customers are charged for more than once for the same item
The customer claims that he/she is charged for more than once for the same item (excluding monthly charges which are charged repeatedly every month).
Not all billing disputes fall under CCSS’s purview. For example, a dispute arising from the quality of the service or the level of charges explicitly stated in the contract will be outside the scope of the CCSS.
For more details of the scope of billing disputes under the CCSS, please refer to paragraph 5 of the“Framework for Voluntary Implementation of the Customer Complaint Settlement Scheme” set out in Schedule 1 of the MoU.
For more details of mediation process, please refer to paragraph 5 of the “Operating Procedure for CCSS Agent” set out in Schedule 3 of the MoU.
2. Refer to http://www.coms-auth.hk/mobile/en/complaints/procedures/telecomm/index.html
How to Lodge a Complaint with CA against a Telecommunications Operator on Possible Breach of the Telecommunications Ordinance or Licence Conditions
The following sets out what you should observe when lodging a complaint against a telecommunications operator (which may be a network operator or a service provider, or both) with the Communications Authority (CA). It also describes the role of CA in consumer complaint handling.
if there is sufficient evidence to establish a prima facie case on possible breaches of any provisions under the Telecommunications Ordinance (Cap. 106) or any conditions under the telecommunications licence held by the concerned telecommunications operator. We may take regulatory actions against the concerned operator if such breaches are substantiated. To help us accurately and efficiently assess whether your complaint involves possible breaches, you are requested to lodge complaints in writing.
Your complaint should give all the information as given under the heading of ‘Information required from you’ in this guideline. The complaint can be sent:
|by post to||:||Consumer Affairs Division
Office of the Communications Authority
29/F, Wu Chung House, 213 Queen’s Road East,
Wan Chai, Hong Kong
|by fax to||:||2110 4239|
|by email to||:||firstname.lastname@example.org|
Alternatively, you may make use of the consumer complaint form posted on CA’s web site (https://apps.coms-auth.hk/apps/complaints/complaint.asp ) or obtainable through our fax-on-demand service (please call 2961 6333, press 9 for ‘Information by Fax’).
If you have difficulty to express yourself in writing, you can contact our Consumer Affairs Division for assistance by calling 2961 6333. a complaint form for you. When you give an account of your complaint over the phone, please keep it under 15 minutes. To ensure accuracy of the complaint details, your conversation may be recorded and the completed form will be sent by post or by fax to you for your confirmation and signature.
The operating hours of the Consumer Affairs Division :
8:30 am to 5:45 pm, Monday to Friday (except public holidays)
CA’s role in consumer complaint handling
As the telecommunications market of Hong Kong is now fully liberalized and highly competitive, we have adopted a light-handed approach in the regulation of the telecommunications industry. We rely on market forces and competition wherever possible to enhance and safeguard consumer interest. We shall not intervene the business operation of telecommunications operators, unless the market forces fail to ensure that our policy objectives are met.
CA does not have a statutory responsibility for consumer protection. But we shall investigate into a complaint case with a view to taking regulatory action if there is sufficient evidence to establish a prima facie case on possible breach of the laws and regulations under CA’s jurisdiction.
For other consumer complaints not involving any breach of telecommunications laws or regulations, we believe it is the responsibility of the operators to settle them with their customers. We take note of all complaints we receive. When abnormal complaint trends are observed, we shall follow up the matter with the operators concerned and consider regulatory action if appropriate.
What is outside CA’s legal power/scope of service in respect of consumer complaint handling
CA’s power and functions are limited to those provided for under the Telecommunications Ordinance and licence conditions. In particular, CA has no power or role in the settlement of contractual disputes between individual customers and the operators. Examples of matters which are beyond the power and functions of CA are given below:
- Claims for compensation/refunds to customers (complainants are advised to seek independent legal advice and/or to file the case with the Small Claims Tribunal or with the Consumer Council)
- Arbitration on the fairness or proper execution of contract terms (complainants are advised to seek independent legal advice and/or lodge the complaints with the Consumer Council which may advise on and/or study into the fairness of contracts on an issue basis (but not on individual case basis))
- Mandating an operator to take action upon a complainant’s request where there is no breach of any provisions in the Telecommunications Ordinance or licence conditions
- Judgement on whether an operator has done anything wrong in an individual and occasional incident involving the complainant where there are no proof on what has been committed
- Disturbance caused by the sales activities of operators (except those conducts that may contravene the Unsolicited Electronic Messages Ordinance)
- Interference with the internal administrative arrangements of individual operators, such as the employment and deployment of staff, deployment of collection agents or legal firms to collect overdue payments from customers, service application/refund application procedures, etc.
- Mandating level of fees where no anti-competitive practices are involved
- Commercial decision made by operators on whether to provide a product or service, and the terms on which they may be provided (except for the universal telephone service that PCCW-HKT Telephone Ltd and Hong Kong Telecommunications (HKT) Limited is obliged to provide)
- Provision of legal advice or technical advice/assistance to complainants