Senior Customers may have specific needs about telecommunications services, which require specific attention and support from the service providers.

Under the latest revised version of the Industry Code of Practice for Telecommunications Service Contracts ("Industry Code"), where a contract is entered into or renewed with customers who are aged 65 and above, the service provider is encouraged to -

1. make quality control calls to them to ascertain their confirmation before conclusion of the contract; and/or
2. make available dedicated customer support channel(s) and/or relevant measure(s) to facilitate them to make enquiry about information on contractual features and the services they have subscribed.

You should ask the service providers how their service contracts may include the above measures. You should also make reference to the Industry Code, wherever necessary, so as to understand the enhanced protection you can enjoy. Please refer to paragraph 12 of the Industry Code.

Remark

The Industry Code is a voluntary scheme of the industry and has been implemented by all major fixed and mobile network operators since July 2011. Consumers should note that the latest version of the Industry Code which has taken effect since 1 October 2023 only applies to (a) all new telecommunications service contracts, and other specified contracts, that are entered into, renewed, extended or replaced on or after 1 October 2023; and (b) personal or residential users. Moreover, some of the protections offered by the Industry Code do not apply under certain conditions. Consumers should seek clarifications from service providers when in doubt, or where necessary, refer to the relevant parts of the Industry Code.

Please visit this page for the full text of the Industry Code and the list of service providers who have adopted it.

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