To help the Communications Authority ("CA") and OFCA as the executive arm of the CA to effectively conduct a fair and reasonable assessment of whether a complaint may be processed, complainant should lodge the complaint as soon as possible and submit any information which has been or can be obtained by it. The complainant should also take note of the following:

1. the complainant should be the subject party of the case (e.g. the FNO) and will be required to provide written statement(s) to OFCA or officers of other enforcement agencies, and to act as a prosecution witness in court proceedings, where necessary;
2. the complainant is required to provide its contact information (including the name, telephone number, email address, correspondence address, etc.) to OFCA;
3. the complainant is required to provide details of the working party under complaint, and the names and contact information of any individuals who may be of assistance to the investigation;
4. the complainant is required to explain the facts in relation to the complaint in as much detail as possible, including the date and time at which the subject underground telecommunications line was found damaged, the location of the subject underground telecommunications line, degree of damage to the subject underground telecommunications line, any interruption to telecommunications services caused by the damage to the subject underground telecommunications line, and a chronological description of the conduct of the working party and/or its onsite workers which the complainant considers is in contravention of section 18A of the TO; and
5. the complainant is required to submit the complaint form together with copies of all the relevant documents and information (such as the location map and layout plan of the subject underground telecommunications line, photos of the subject underground telecommunications line before and after the damage incident, correspondences with the subject working party, records of conversations with the subject working party and its onsite workers, etc.) to OFCA.

Complainants may fill in:

1. the Online Complaint Form, or
2. the specified complaint form (PDF format) (Word format) and send it by one of the following means:

Disclosure of Identity and Personal Data

All documents or information (including any personal data) supplied by the complainant will only be used for the purposes which are directly related to the complaint concerned. They may be transferred to the working party under complaint or any other parties involved in the case as well as relevant government departments, statutory bodies or other agencies which are authorised to receive the information for the purposes of law enforcement and prosecution. The complainant should state clearly whether it permits the CA to disclose its personal data/documents/information to any party relevant to the complaint. If the complainant does not permit the CA to disclose the information related to the complaint and if such non-disclosure would cause difficulty in the CA's processing of the case or investigation, the CA will advise the complainant whether it can proceed with the handling of the complaint.

The Privacy Policy of the CA is set out at: https://www.coms-auth.hk/en/privacy_policy/index.html.