Customer Service Charter

Hutchison Telephone Company Limited (“HTCL”), a leading mobile operator in Hong Kong, offers diverse and advanced mobile telecoms services to both consumers and corporate customers under various brands. These services cover areas including mobile commerce, information technology, smart city solutions, Internet of Things and big data. HTCL channels the latest technologies into innovations that set market trends and steer industry development.

This charter sets out HTCL’s service commitments to customers.

Service Items	Our Commitment
Customer Service Hotline (1033 / 31668866)	24-hour service
Service activation via Retail Shops (excluding number port-in service)	2 – 4 hours
Change of value-added services	2 – 4 hours
Change of personal details	Within 30 minutes
IDD / Roaming registration	2 – 4 hours
Lost SIM suspension	Within 30 minutes
Voluntary service suspension	2 – 4 hours
SIM card replacement (via the Retail Shops providing the specific services)	2 – 4 hours
Acknowledgement of email / written enquiries	Within 3 working days

Notes: Processing times may vary depending on individual service requirements and the performance of service providers. All service commitments are measured within normal service operating hours and are subject to system availability and prevailing operational conditions.