Interconnection Service
Code of Practice for Service Contracts
Service Usage Policy and Fair Usage Policy
Mobile Communications Services Terms and Conditions
General Terms and Conditions, Special Terms and Conditions of Home Broadband Service
Privacy Policy
Prepaid SIM Card Services Terms and Conditions
Prepaid SIM Card Service Usage Policy and Fair Usage Policy
Person-To-Person Marketing Calls - Operation Guideline
Performance Pledge
Website Disclaimer and Copyright Notice
Customer Service Charter
Hutchison Telephone Company Limited (“HTCL”), a leading mobile operator in Hong Kong, offers diverse and advanced mobile telecoms services to both consumers and corporate customers under various brands. These services cover areas including mobile commerce, information technology, smart city solutions, Internet of Things and big data. HTCL channels the latest technologies into innovations that set market trends and steer industry development.


This charter sets out HTCL’s service commitments to customers.

Service Items Our Commitment
Customer Service Hotline
(1033 / 31668866) 		24-hour service
Service activation via Retail Shops
(excluding number port-in service) 		2 – 4 hours
Change of value-added services 2 – 4 hours
Change of personal details Within 30 minutes
IDD / Roaming registration 2 – 4 hours
Lost SIM suspension Within 30 minutes
Voluntary service suspension 2 – 4 hours
SIM card replacement (via the Retail Shops providing the specific services) 2 – 4 hours
Acknowledgement of email / written enquiries Within 3 working days

Notes:
Processing times may vary depending on individual service requirements and the performance of service providers. All service commitments are measured within normal service operating hours and are subject to system availability and prevailing operational conditions.