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:

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.

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 .

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

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.

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.