Complaints Code for Business Users

Truphone Customer Complaints Code for Business Users

A guide to our services and what to do if you have a problem

The aim of the Truphone Customer Complaints Code is to give you a clear guide and to explain our procedures for complaint handling and dispute resolution if you have a problem. It doesn't affect your legal rights, or form part of a contract between you and us.

Our contact details

For Business customers

Phone: 1721907 from your Truphone SIM mobile device (free from a Truphone Country, standard rates apply when calling from outside Truphone Countries); or +852 5149 1907 from any other phone (standard call rates apply).

Alternatively, you can write to us at:

Customer Services
Truphone (Hong Kong) Limited
700 Nathan Road
Hong Kong

If you'd like receive this document in a different format, such as in large print or in Braille, email at or contact Customer Services on 1721907 or +852 5149 1907.
Note that calling us from a mobile may be more expensive than a landline.

Our complaint handling procedures

Truphone will use its best endeavour to make the customer experience a very good one but at times you may feel that you would like to raise a complaint about our service or if you have a billing dispute.

This section sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

Complaints about our Service

If you're not happy with our service and would like to make a complaint, please contact us first by calling 1721907 from your Truphone SIM mobile device, or +852 5149 1907 (charged at standard operator rates), or by sending us an e-mail at Our customer services team will assist you and will try and resolve the issue as quickly as possible. Truphone will use its best endeavour to resolve all issues in a timely manner.


Communications Authority

We are regulated by Communications Authority which is the independent regulator for the Hong Kong communications industries.