Once we accept and confirm our customer's order and provided that the information obtained from customer are complete and correct, we endeavour to deliver and make available the use of the services to our customer in a prompt and efficient manner. On average, we will make available IDD service within three working days from the date when customer's order is confirmed and accepted.

When a fault is reported by customers, we will respond to customer immediately, excluding conditions beyond our control, we aim at restoring the service within one working day upon receiving fault report from customer. We will restore the services for customer's use causing them minimum interruption.

If customers are not satisfied with our services, customers can contact our service hotline and our operator will endeavour to answer their complaints immediately, fairly and courteously.

If the issues involved in the complaint is considered complex, we will provide our customer with our preliminary reply within four working days after such complaint is raised and if necessary look into the matter. We will report to our customer our findings as soon as practicable.

Customers can obtain basic information of our services which includes customer's account information, instruction on the use of the services and enquiry on billing through our interactive response system.

Under normal circumstances, should our customer require the assistance of our operator, we will respond to it promptly and on average within thirty seconds after customer opts to raise and discuss his enquiry with our operator directly.

Under normal circumstances, our operator will reply our customer on average within the next three working days if customer prefers to leave message in our voice mail system.