To enhance service information transparency and to better inform consumers, the Office of the Communications Authority (OFCA) today (November 29) published on its website details of the arrangements adopted by major residential broadband service providers to handle service termination requests from service users (www.ofca.gov.hk/filemanager/ofca/en/content_353/20161129_service_termination_arr_en.pdf).

     The published information covers the advance notice requirement, channels for accepting service termination requests and their relevant formats, arrangements to acknowledge and to confirm receipt of service termination requests and details, and channels for the return of customer equipment to service providers. The information, provided by the service providers, is compiled and will be updated by OFCA periodically, and as and when changes are introduced by them.

     "OFCA has been urging residential broadband service providers to review and enhance their service termination arrangements to better meet consumers' needs and aspirations. The published information will enable consumers to better understand different service providers' existing practices, and hopefully help reduce disputes over service termination matters. The information would also go some way towards assisting consumers in making more informed decisions on service plans that best suit their needs, by comparing the merits and otherwise of the existing arrangements of different service providers, and thereby encouraging operators' efforts to introduce improvements on an ongoing basis," a spokesman for OFCA said.

     "A wide range of residential broadband service plans are currently on offer by different service providers. Before entering into new contracts or renewing their existing plans, consumers are advised to check, understand and compare the terms of various service plans, including service charges, types of preferential offers and discounts (if any), service performance and network coverage, and arrangements of contract renewal, service relocation and service termination. We hope that consumers would find the comparisons on service termination arrangements OFCA published today useful in their decision-making," the spokesman added.

     OFCA would continue to work with the service providers on further enhancements to their customer services including their service termination arrangements.

     For more consumer tips on subscription to residential broadband services, consumers may refer to the consumer guide on "Ask More before Subscribing to Fixed Broadband Services" published by OFCA at: www.ofca.gov.hk/en/consumer_focus/education_corner/guide/advice_lfs/ask_more_broadband_ser/index.html.

Ends/Tuesday, November 29, 2016
Issued at HKT 17:47

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