Step 1: Before making an application to the CCSS

You must first lodge the complaint on billing dispute with the relevant telecommunications service provider, which has participated in the CCSS as a CCSS Member, via the designated channel(s). If the dispute is not resolved within 6 weeks from the date the complaint has first been lodged with the CCSS Member, or a deadlock is declared by the CCSS Member that the dispute could not be settled, you may consider making an application to the CCSS. The CCSS Member is required to provide you with a “Referral Number” for dispute identification purpose under the CCSS.

Step 2: Submitting information

You can contact OFCA at 2180 9521 (office hour: Monday - Friday 9:00am - 12:30pm, 1:30pm - 5:00pm), or submit the Customer Information Form via fax to 2180 9520 or email to ccss@ofca.gov.hk. You can also submit the Customer Information Form online. If the billing dispute meets the acceptance criteria for admission under the CCSS, you will be advised by OFCA to proceed with the application.

Step 3: Making an application

You are required to complete and return the “CUSTOMER APPLICATION FORM” and “CUSTOMER CONSENT FORM” to CCSS Centre and pay a non-refundable service fee of HK$100.

For more details about the application procedure, please refer to "A Guide to Application to the Customer Complaint Settlement Scheme for the Telecommunications Industry".