Ofta urged to make complaints scheme compulsory

Hong Kong Consumer Council has called on the regulator, Ofta, to force operators to take part in a new industry complaints scheme.

 

In a submission to an Ofta consultation, the council said it supported the introduction of a the proposed Customer Complaint Settlement Scheme (CCSS) to handle telecom customer complaints.

 

But it said Ofta’s suggestion of a quota of 1,000 cases was “grossly insufficient to meet the demand of customers,” pointing to the 10,000 customer complaints made annually to the council and Ofta.

 

The council also said that operators should shoulder most of the cost of operating the scheme. Consumers should not have to pay a fee that serves as a disincentive to appeal, the council said, suggesting a fee waiver mechanism if the disputed amount is too low or the claimant can't afford to pay.

 

After receiving only two submissions in three months, Ofta has extended the consultation period on the complaints scheme until December8. 

 

So far managed services provider Pacnet has been the only operator to respond, agreeing that the CCSS should be mandatory consumer and small business complainants.