The “Customer Complaint Settlement Scheme” (CCSS) is a mediation scheme set up by the telecommunications industry to help resolve billing disputes in deadlock between telecommunications service providers and their customers.

The mediation service is provided by an agency (CCSS Agent) set up under the Communications Association of Hong Kong (CAHK), an industry association representing the communications sector in Hong Kong, with the participation of all major telecommunications service providers in Hong Kong as CCSS members. The Office of the Communications Authority (OFCA) supports the operation of the CCSS, through a Memorandum of Understanding (MoU) signed with CAHK, by contributing the necessary funding, screening the CCSS applications against prescribed criteria, and monitoring the performance and the governance of the scheme.

Under the CCSS, mediation service is provided by independent and trained mediators, via telephone, electronic means or face-to-face meeting as appropriate, to assist the concerned parties to identify the issues in dispute, to explore and generate options, to communicate with one another and reach a settlement agreement regarding the resolution of the whole, or part, of the dispute.

How to apply?

Telecommunications service users who wish to resolve billing disputes in deadlock with the CCSS members may first contact OFCA at 2180 9521 to decide whether to submit applications to the CCSS. OFCA will assess the applications and refer accepted cases to CCSS Agent for further handling. For an accepted case, the applicant is required to pay a non-refundable service fee of HK$50 for using the mediation service under the CCSS.

For more information about the CCSS, please visit the CCSS website.