Customer Service Charter

At CSL Mobile Limited, we are committed to providing excellent service to our customers and meeting their mobile communication needs. Our Charter sets out how we propose to meet these commitments to our customers.

The following are service commitments we make to our customers:

Contacting Us

We are committed to:

  • enabling you to contact us in the way you prefer — by telephone, facsimile, email, online, in writing or in person
  • being available 24 hours a day, 7 days a week for you to report any faults or service difficulties;
  • enabling customers to contact us through our multilingual call centres (Cantonese, Mandarin and English), and
  • responding to your letters and emails within three working days.
 
Choosing your services
 

We are committed to:

  • providing information about our products and services in plain language to enable you to make an informed purchase decision that best suits your communications needs
  • connecting your mobile service and responding to your mobile billing enquiries and reports of network problems within reasonable timeframes, and
  • providing toll free numbers and a CSL handset "short code" to report service issues for international roaming customers. For details, please click here.
 
Billing and payments

We are committed to:

  • providing you with bills that are accurate and easy to understand
  • presenting your telephone bill in a variety of forms — email, paper, SMS summary
  • providing you with a range of easily accessible payment methods
Your concerns and complaints
 

We are committed to:

  • dealing with your concerns or complaints promptly, fairly, completely and informing you of how we propose to act, how long it should take and what the results and resolutions are, and
  • reviewing your complaint through our Customer Relations Office, at your request, if you feel that it has not been resolved to your satisfaction.
 
Performance Target

We are committed to providing high quality services to our customers. This performance target sets out the standard of service we aim to deliver to you. Our actual performance will be measured and published on a quarterly basis.

Item Performance Description Performance Target Actual Performance
Q4
2018
Q1
2019
Q2
2019
Q3
2019
Q4
2019
Q1
2020
Q2
2020
Q3
2020
Network Reliability1
Service Availability
- the availability of the core network, i.e. the percentage of the uptime of the core network in an observation period
99.99% 100% 100% 100% 100% 100% 100% 100% 100%
Service Restoration2
Service Restoration Time
- the mean time to recover a fault in the core network is targeted within 60 mins after fault identification
> 60 mins 100% 100% 100% 100% 100% 100% 100% 100%
Customer
Complaint Handling3
Complaint Acknowledgment
- the meantime to acknowledge within 1 working day upon receipt during office hours
90% 100% 100% 100% 100% 100% 100% 100% 100%
Complaint Handling
- the meantime to provide first resolution to customer within 3 working days
90% 98% 98% 100% 98% 98% 97% 98% 98%
 
Remarks:
  1. The target does not apply to interruptions due to scheduled or emergency network maintenance and upgrade and/or circumstances beyond our reasonable control, e.g., force majeure event.
  2. The target does not apply to interruptions due to scheduled or emergency network maintenance and upgrade and/or circumstances beyond our reasonable control, e.g., force majeure event.
  3. The target does not apply to circumstances such as a.) customers are unreachable; b.) customer's information provided (including supporting documents) are not sufficient; c.) cases pending customers' decision; and d.) factors beyond our reasonable control, e.g., cases involving other service providers or roaming partners.
  4. Performance was affected by an isolated incident on 13 May 2013.