If you are dissatisfied with the telecommunications service subscribed, you may wish to lodge a complaint against the service provider. You should approach your service provider first for assistance.
The CA investigates a consumer complaint against a telecommunications provider if there is sufficient evidence to establish a prima facie case on possible breach of the provisions under the Telecommunications Ordinance (Cap. 106) or conditions under the telecommunications licence held by the concerned telecommunications service provider. The CA may take regulatory action against the concerned provider if such breach is substantiated.
On how to make a complaint with the CA against a telecommunications service provider, please note that matters relating to the staffing and running of any telecommunications company are for that company's management to resolve, as these matters are not regulated under the Telecommunications Ordinance (Cap. 106) or telecommunications licences. It is also outside the CA's jurisdiction to arbitrate contractual matters or billing disputes. We log all complaints we received, and where trends are identified, we will bring those trends to the attention of the company concerned.
If you have a billing dispute with a telecommunications service provider, you may consider applying for mediation services under the “Customer Complaint Settlement Scheme” (CCSS). The CCSS is set up by the telecommunications industry to help resolving billing disputes in deadlock between participating telecommunications service providers and individual customers through mediation. For further information on the CCSS, please visit this link or call the CCSS hotline at 2180 9521.
The CA has no power to resolve claims for compensation. If you are unable to come to an amicable agreement with your service provider, you may consider seeking independent legal advice or seeking the claims through the Small Claims Tribunal.