Contact Us

Mailing Address
Address
2/F, 1L & 1M Sai Yeung Choi Street South, Mongkok, Kowloon, Hong Kong
24-hour Customer Care Hotline
Tel
(852) 12580
(CMHK service plan customers could make roaming direct call free of charge to get the support easily)
For "Customer Care Hotline Operation Guide", please click here

China Roaming Customer Service Hotline
400 120 4000
(CMHK service plan customers can call this hotline for free in Mainland China)

Fax
(852) 2421 4149
Sales Hotline
Tel
(852) 12588
Business Hour:11:00 am-8:00 pm
Live CHAT
CMHK Customer
(Login required)

Visitor
 
CMHK Shop
For shops location, please click here
Customer Centre
Customer Centre (Mongkok)
Address
1/F, 1L & 1M Sai Yeung Choi Street South, Mongkok
Business Hours
Monday to Sunday 11:00 am - 8:00 pm
Available Services
Please click click here
Roaming Service Centre
Address
Unit 5T198, Arrival Hall, Terminal 1, Hong Kong International Airport, Lantau

 

 

Business Hour
Everyday 7:00 am - 11:00 pm
Corporate Sales Hotline
Tel
(852) 9204 7777

Fax
(852) 3106-0314

Media Relations / Corporate Sponsorship Enquiry
Tel
(852) 2945 8076

 

Fax
(852) 2425 1560

 

Business Partnership
Fax
(852) 2845 7747

 

Customer Opinion Zone
Online Opinion
Please click here

Network Service Opinion
Please click here

 

Complaint Policy & Procedures
Introduction
We aim to achieve the highest level of customer satisfaction by establishing a consistent, timely, fair and equitable customer complaints handling process.
 
Complaint Handling Policy
We shall:
endeavour to be courteous to the complainant;
where an immediate resolution is not possible, log the complaint and provide the customer with feedback on progress;
ensure all responsible staff members are familiar with complaints handling procedure;
deal with the complaints in a confidential manner;
ensure customers receiving a high quality service independent of the lodging of a formal complaint;
review progress on resolving any outstanding issues regularly;
report our performance in complaints handling to management reviews of our integrated management system; and review this policy regularly;
strictly adhere to the required rules and regulations, standards, guidelines and codes of practice;
regularly review the requirements of customers, personnel, and other relevant interested parties
 
Complaint Handling Procedure
After receiving a complaint, the complainant will receive a case reference code via SMS or email within 1 working day. Our customer service agent will contact and provide first resolution to customer within 4 working days. For complaint referrals from external regulatory bodies and government , the complaint investigation and resolution report will be provided within 6 working days.
 
Filing a Complaint
Click here to make a complaint
 
Customer Complaint settlement scheme (CCSS)
China Mobile Hong Kong Co., Ltd has participated in the Customer Complaint Settlement Scheme (hereinafter referred to as "CCSS"). The CCSS is a mediation scheme set up by the telecommunications industry to help resolve billing disputes in deadlock between customers and their telecommunications service providers. The mediation service is provided by an agency set up under the Communications Association of Hong Kong, an industry association representing the communications sector in Hong Kong. For further information on the CCSS, please call the CCSS hotline at 21809521 or visit the CCSS website at here.
 
Performance Pledge
Parameter Performance Target
Complaint Acknowledgment  the meantime to acknowledge within 1 working day upon receipt during office hours 90%
Complaint Handling the meantime to provide first resolution to customer within 4 working days 90%
Response to a Data Access Request supply a copy of the requested data to the requestor with 40 calendar day after receiving request. 40 calendar days
Response to unsubscribe requests to honour unsubscribe requests of Unsolicited Electronic Messages within ten (10) working days after the request has been sent 10 working days
 
Complaint data storage and disclosure
CMHK keep all customer complaint data and record in confidential and will not disclosed to any party without customer’s consent. The customer charter and performance on complaint handling will be disclosed on quarterly basis at CMHK website under section of Customer Service > Performance Pledge: 4G Performance Pledge - CMHK (chinamobile.com)