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

Service Type 2018 2019 2020 2021
1st Quarter
(Jan – Mar)
Mobile 971 793 725 135
Fixed Network 270 175 127 37
Internet 414 307 335 64
External Telecommunications 15 15 26 4
Others 3 0 0 0
*Unclassified 8 5 4 2
Total 1,681 1,295 1,217 242

* 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