Contact Us-CMHK

Live CHAT

CMHK Customer
(Login required)

Visitor

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

CMHK Shop

For shops location, please click here

Customer Centre

Customer Centre (Mongkok)

Address

1/F, 1L & 1M Sai Yeung Choi Street South, Mongkok

map

Business Hours

Monday to Sunday 11:00 am - 8:00 pm

Available Services

Please click click here

Corporate Sales Hotline

Tel

(852) 9204 7777

Fax

(852) 3106-0314

corpsales@hk.chinamobile.com

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

Customer may contact us through our 24-hour Customer Care Hotline(852)12580, Live CHAT, or click here to fill in the complaint form.

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)

Customer Opinion Zone

Online Opinion

Please click here

Network Service Opinion

Please click here

Facebook Page

http://www.facebook.com/ChinaMobileHK

CustCare@hk.chinamobile.com

Business Partnership

Fax

(852) 2845 7747

partnership@hk.chinamobile.com