OFCA Welcomes the Launch of Customer Complaint Settlement Scheme for the Telecommunications Industry in Hong Kong


The Office of the Communications Authority (OFCA) today (1 November 2012) welcomes the announcement of the Communications Association of Hong Kong (CAHK) to launch a two-year pilot run of the Customer Complaint Settlement Scheme (CCSS) for the telecommunications industry in Hong Kong.

“OFCA welcomes the initiative taken by the telecommunications industry to set up the CCSS, which is an alternative dispute resolution scheme aiming at resolving billing disputes in deadlock between the telecommunications service providers and their residential/personal customers.  The CCSS represents another major step forward in the continued effort of the telecommunications industry to meet customer expectations and enhance the quality of customer service, following the successful implementation of the Industry Code of Practice for Telecommunications Service Contracts from July 2011,” a spokesperson of OFCA said.

In recent years, billing disputes have continued to top the categories of consumer complaints on telecommunications services received by OFCA.  The CCSS seeks to resolve disputes through mediation, which is considered to be a more efficient and effective channel than formal litigations in resolving disputes between the service providers and the customers, not to mention being a more cost-effective option

“We are very pleased that CAHK and all the major telecommunications service providers have worked together diligently and completed the necessary preparatory works to launch the CCSS within seven months after OFCA has completed an earlier consultation on the subject in March this year,” the spokesperson continued. 

The CCSS will be run for a two-year trial period.  Following the trial period, OFCA and the industry will assess the effectiveness of the CCSS and the public demand for it in deciding the way forward for the long term implementation of the scheme.  OFCA will sponsor the operation of the CCSS by contributing the necessary funding and will play an active role in monitoring the performance and the governance of the scheme, and providing other administrative support

“Customers who wish to make use of the mediation service provided by CCSS for resolving their billing disputes with participating service providers may first contact OFCA.  OFCA will refer accepted cases to the CCSS service centre set up under CAHK for follow-up actions.  Customers who wish to learn more about using the mediation service of the CCSS may contact OFCA at 21809521 or visit the website at http://www.ofca.gov.hk,” the spokesperson said.

Following the issue of a Statement entitled “Customer Complaint Settlement Scheme” on 14 March 2012 to conclude the relevant consultation in 2010, OFCA has been working in earnest with CAHK and the industry to map out the implementation details of the voluntary CCSS and to establish the CCSS service centre under the CAHK to manage and operate the scheme.  On 9 October 2012, CAHK and OFCA signed the Memorandum of Understanding for the establishment and funding arrangement of the CCSS service centre.

Information about the CCSS operated by CAHK, including the list of participating service providers, is available at the website of http://ccss.cahk.hk.

 

Office of the Communications Authority
1 November 2012