Complaints Code for Personal Customers

Truphone Customer Complaints Code

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 Personal 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).

Email: consumer.hk@truphone.com

Alternatively, you can write to us at:

Customer Services
Truphone (Hong Kong) Limited
16/F
700 Nathan Road
Mongkok
Kowloon
Hong Kong

If you'd like receive this document in a different format, such as in large print or in Braille, email at consumer.hk@truphone.com 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 regulator.

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 consumer.hk@truphone.com. 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.

Regulation

Communications Authority

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