How to make a complaint against OFCA?

If you are dissatisfied with OFCA's services, administration measures or its staff's working attitude, you may lodge the complaint with us and provide us with the relevant information through any of the following channels:

• By Mail to:
  Public Affairs Division
  Office of the Communications Authority
  29/F, Wu Chung House
  213 Queen's Road East
  Wan Chai
  Hong Kong
• By Fax:
  (852) 2591 0316
• By Email to:
  
• By Calling OFCA's Hotline:
  2961 6333 (press '8' after selecting a language)
  [Operating Hours: 8:30 am to 5:45 pm from Monday to Friday (except public holidays)]

You may also make use of OFCA's complaint form (PDF format; online form ) to lodge your complaint.

 
Information required from the complainant

To facilitate our handling of your complaint in an effective manner, you are required to submit the following information when lodging your complaint:

• Full name
• Mailing and/or e-mail address
• Telephone and/or fax number
• Full details of the complaint

 
Personal Data

All personal data and documents supplied by the complainant will only be used for internal investigation and purposes which are directly related to the case concerned. Complainants have the right to request access to and correction of information about them held by us. To exercise this right, please contact us through any of the following channels:

• By Fax:
  (852) 2591 0316
• By Email to:
  
• By Mail to:
  Personal Data (Privacy) Officer
  Office of the Communications Authority
  29/F, Wu Chung House
  213 Queen's Road East
  Wan Chai
  Hong Kong

 
How is a complaint about OFCA's policies or administration of duties handled?

• An acknowledgement letter will be issued to the complainant within three working days from the day the complaint is received.
• Depending on the nature of complaints, investigation/follow-up actions will be initiated by the relevant Branch Heads, Division Heads or officers specifically appointed by the Director-General of Communications within three working days after receiving the complaints.
• A full reply will be issued to the complainant within 15 working days. If a full reply cannot be made within the committed period, an interim reply will be issued to advise the complainant about the progress.

If the complainant is not satisfied with the result, he/she may appeal directly to the Director-General of Communications for a review of the complaint case.