Five broadband internet service providers will publish performance pledges from January 25, aiming to increase their service-performance transparency and customer-satisfaction level, the Office of the Telecommunications Authority says.
The authority said the initiative would benefit both the industry and consumers. The market might achieve higher levels of efficiency with more information available to consumers, while the customer-satisfaction level might be enhanced with better transparency.
The five providers are the Hong Kong Broadband Network, Hutchison Global Communications, New World Telecommunications, PCCW IMS and Hong Kong Cable Television.
The performance pledges – covering network reliability, service restoration time, technical performance, customer hotline performance and complaint handling – will be published on their websites.
They will also publish quarterly reports of their actual performance within one month after each quarter ending in March, June, September and December. The first reports are expected to be available in April.