Cases eligible for acceptance

 

Customers who choose to submit their cases for handling under the CCSS should first contact the Office of the Communications Authority (OFCA), which will assess the cases for acceptance under the CCSS.  The acceptance criteria are listed below.  OFCA will refer accepted cases to the CCSS Centre for handling under the CCSS.

 

Billing disputes meeting all of the following conditions are eligible for acceptance under the CCSS:

 

  • you are using a telecommunications service from a participating telecommunications service provider (CCSS Member) for personal and/or residential use;

  • the amount in dispute is not less than HK$300

  • you have lodged the complaint within 18 months from occurrence of the event triggering the dispute with the CCSS Member via the designated channel(s) and a deadlock is reached. A deadlock means a situation either:

      (a) where the CCSS Member has notified you that it could not settle the billing dispute with

            you, or


      (b) where more than 6 weeks have passed since you have first complained to the CCSS

           Member and you consider that it is not possible to settle the dispute with the CCSS

           Member


  • For deadlock referred to in (a) above, you should apply to the CCSS for mediation service within 4 weeks from notification by the CCSS Member to you in respect of the deadlock

  • For deadlock referred to in (b) above, you should apply to the CCSS within 3 months from your first lodging of the billing dispute with the CCSS Member through the designated channel(s)

 

 

Fee

 

For an accepted case,the applicant is required to pay HK$50 as the service fee for using the mediation service under the CCSS.

 

 

Application Procedure

 

Step 1: Lodging a complaint to the CCSS Member

A customer must first lodge the complaint on billing dispute with the relevant CCSS Member via the designated channel(s). The CCSS Member is required to provide the customer with a “Referral Number” for dispute identification purpose under the CCSS.

If the CCSS Member has notified the customer that it could not settle the billing dispute with the customer, or more than 6 weeks have passed since the customer first complained to the CCSS Member and the customer considers it impossible to settle the dispute with the CCSS Member, the customer may consider making an application to the CCSS.

Step 2: Submitting information to OFCA

The customer can call OFCA at 2180 9521 during office hours (9:00am to 12:30 pm and 1:30pm to 5:00 pm, Mondays to Fridays (except public holidays)) or download and complete the Customer Information Form here for submission through fax at 2180 9520 or email to ccss@ofca.gov.hk.The customer can also submit the Customer Information Form online. The customer will be advised by OFCA whether the billing dispute is eligible for acceptance under the CCSS.

 

Step 3: Making an application to the CCSS Centre

If the billing dispute is eligible for acceptance under the CCSS, the customer is required to complete and return the “CUSTOMER APPLICATION FORM” and “CUSTOMER CONSENT FORM” to the CCSS Centre and pay a non-refundable service fee of HK$50.

The customer may refer to “A Guide to Application to the Customer Complaint Settlement Scheme for the Telecommunications Industry” for the detailed application procedure.