The Office of the Communications Authority (OFCA) welcomes the announcement of the Communications Association of Hong Kong (CAHK) today (2 April 2013) that six mobile virtual network operators (MVNOs) have joined the pilot run of the Customer Complaint Settlement Scheme (CCSS) for the telecommunications industry in Hong Kong.
“At the launch of the CCSS in November 2012, all major fixed and mobile service operators have already participated. The participation of the six MVNOs today allows their customers to make use of the mediation service provided by the CCSS as an alternative dispute resolution mechanism to settle billing disputes with their service providers,” a spokesperson of OFCA said.
OFCA will continue to support the CCSS by contributing the necessary funding and providing the necessary administrative support, including the handling of enquiries and assessing applications before referral of eligible cases to the CCSS mediation service centre for follow-up actions. Since 1 November 2012, OFCA have received 236 enquiries for application. Among them, 36 cases were within the scope of the CCSS, of which 27 were satisfactorily settled before submission to the CCSS mediation service centre, 6 cases were satisfactorily settled and the remaining 3 cases are being processed by the CCSS mediation service centre.
The CCSS is a mediation scheme set up by the industry and sponsored by OFCA to help resolve billing disputes in deadlock between the telecommunications service providers and their residential/personal customers. Customers who wish to use the mediation service under the CCSS may first call the hotline of OFCA at 21809521 or visit the website at http://www.ofca.gov.hk. More detailed 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
2 April 2013