Latest Statistics on Consumer Complaints on Telecom Services Received by Communications Authority (Updated Quarterly)

Service Type2016201720182019
1st Quarter
(Jan – Mar)
Mobile 1,006 1,296 971 185
Fixed Network 350 281 270 43
Internet 574 586 414 79
External Telecommunications 35 7 15 2
Others 16 4 3 0
*Unclassified 12 6 8 1
Total 1,993 2,180 1,681 310

* Complainants did not specify the services type under complaint, nor did they provide contacting details for Communications Authority (CA)  to follow up the cases.

Note:

CA only investigates complaints involving possible breach of provisions of the Telecommunications Ordinance or licence conditions. Please note that complaints involving money or contract disputes are outside the jurisdiction of this office. If you have these kinds of complaints, please settle it directly with your service provider. For more details on how CA handles consumer complaints, please click to the following link:

http://www.coms-auth.hk/en/complaints/procedures/telecomm/index.html