About the CCSS


The “Customer Complaint Settlement Scheme” (CCSS) is a mediation scheme set up by the telecommunications industry to help resolve billing disputes in deadlock between telecommunications service providers and their customers. 


The mediation service is provided by an agency (CCSS Agent) set up under the Communications Association of Hong Kong (CAHK), an industry association representing the communications sector in Hong Kong.


Customers who choose to use the mediation service under the CCSS may first contact the Office of the Communications Authority (OFCA) which will assess the applications against prescribed criteria. OFCA will refer accepted cases to CCSS Agent for further handling.


For more information of the scheme, you may refer to the CCSS leaflet and poster.