Traditional Chinese Simplified Chinese Email this article news.gov.hk
Mobile virtual network operators join Customer Complaint Settlement Scheme for telecommunications industry
*********************************************************

     The Office of the Communications Authority (OFCA) welcomes the announcement of the Communications Association of Hong Kong (CAHK) today (April 2) that six mobile virtual network operators (MVNOs) have joined the pilot run of the Customer Complaint Settlement Scheme (CCSS) for the telecommunications industry in Hong Kong.

     "At the launch of the CCSS in November 2012, all major fixed and mobile service operators have already participated. The participation of the six MVNOs today allows their customers to make use of the mediation service provided by the CCSS as an alternative dispute resolution mechanism to settle billing disputes with their service providers," a spokesman for OFCA said.

     OFCA will continue to support the CCSS by contributing the necessary funding and providing the necessary administrative support, including the handling of enquiries and assessing applications before referral of eligible cases to the CCSS mediation service centre for follow-up actions. Since November 1, 2012, OFCA has received 236 enquiries for application. Among them, 36 cases were within the scope of the CCSS, of which 27 cases were satisfactorily settled before submission to the CCSS mediation service centre, six cases were satisfactorily settled and the remaining three cases are being processed by the CCSS mediation service centre.

     The CCSS is a mediation scheme set up by the industry and sponsored by OFCA to help resolve billing disputes in deadlock between the telecommunications service providers and their residential/personal customers. Customers who wish to use the mediation service under the CCSS may first call the hotline of OFCA at 2180 9521 or visit the website www.ofca.gov.hk. More detailed information about the CCSS operated by the CAHK, including the list of participating service providers, is available at the website ccss.cahk.hk.

Ends/Tuesday, April 2, 2013
Issued at HKT 17:25

NNNN

Print this page