The Mediation under the CCSS

 

Mediation helps resolve disputes between parties outside the judicial system with less legal formality and without the need for expensive legal cost. Mediation service under the CCSS is provided by independent and trained mediators, via meetings or telephone communications, to assist the concerned parties to identify the issues in dispute, their respective positions and expectations; to facilitate the negotiation; to formulate a solution; and ultimately to reach a settlement agreement regarding the resolution of the whole, or part, of the dispute.

 

Mediation service under the CCSS is limited to billing disputes between the customers and the participating telecommunications service providers (CCSS Members). Billing dispute arises when a customer disagrees with the amount shown on the bill issued by a CCSS Member. Some examples of billing disputes are given below. These examples are for illustration only and are by no means exhaustive:

 

A charge for something that is not subscribed to or consumed

The customer claims that the service charged on the bill is not subscribed to (if the service is charged on a subscription basis) or consumed (if the service is charged on a consumption basis).  In other cases, the customer has consumed the service but claims that the consumption level was not the same as stated in the bill.

 

A charge that is not properly identified on the bill 

The customer claims that the bill is not clear and understandable.  In some cases, the customer claims that there is a lack of information on a billed item.

 

A charge for an amount that is different from the charge specified under the contract 

The customer claims that the amount charged on the bill is different from the charge stated in or calculated in accordance with the contract.  In some cases, the disputes arise from different interpretation of charging scheme and calculation method.

 

A charge entered on a date different from the service commencement or consumption date 

The customer claims that the charge on the bill is entered on a date different from the service commencement/consumption date.

 

A charge for something that is not accepted on delivery

The customer claims that he/she has not accepted the product/service alleged to be delivered to him/her but the charge is imposed on the bill.

 

A bill with an error in the arithmetic  

The customer claims that the charge on the bill has arithmetical error(s).

 

A bill failing to show a payment, rebate, or other credit to the customer’s account

The customer claims that he/she has made the payment or is entitled to a rebate or other credits but they are not properly reflected on the bill.

 

A bill in which customers are charged for more than once for the same item  

The customer claims that he/she is charged for more than once for the same item (excluding monthly charges which are charged repeatedly every month).

 

Not all billing disputes fall under CCSS’s purview.  For example, a dispute arising from the quality of the service or the level of charges explicitly stated in the contract will be outside the scope of the CCSS.

 

For more details of the scope of billing disputes under the CCSS, please refer to paragraph 5 of the “Framework for Voluntary Implementation of the Customer Complaint Settlement Scheme” set out in Schedule 1 of the MoU.

 

For more details of mediation process, please refer to paragraph 5 of the “Operating Procedure for CCSS Agent” set out in Schedule 3 of the MoU.