A. Our Group * City Telecom (H.K.) Limited is a fast growing and innovative provider of telecommunications services in Hong Kong. Its wholly-owned subsidiary Hong Kong Broadband Network Limited is a major fixed telecom network services operator, providing broadband Internet access, local telephony, IP-TV and corporate data services B. Our Mission * Our Mission is to build a strong future and lay the foundation through long-term investments and aggressive business strategy to become Hong Kong’s pre-eminent integrated telecommunications services provider. * Throughout these years, our Group has developed a diversity of services including broadband internet connection, broadband phone, IDD services and Pay TV for the benefits of our customers. In order to better serve our highly valued customers, we are dedicated to deliver outstanding quality service to them by working closely with our partners, with our suppliers and most importantly by introducing this Customer Charter and living up to it. In our vision, we believe customer’s need is our utmost concern and our drive to excellence in providing competitive solutions to suit their needs. C. Delivering Quality (1) Service Provisioning Time * 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; - FTNS services within five working days* from the date when customer’s order is confirmed and accepted or on a later date agreed with our customer provided that we are given access to customer’s premises. * Such service provisioning time may be varied by factors such as the need to obtain approval of or to give prior notice to the relevant building management office to gain access to the building, customer’s approval for giving us access to the premises, availability of customer to allow our entering into his premises, number porting arrangement, environmental conditions of customer’s premises, availability of network facilities and weather conditions. * Furthermore, whilst understanding customers may have different needs at different times, we are there to provide flexibility by activating change of service plans or otherwise promptly upon our acknowledging customer’s request; on average, within three working days for IDD service and within five working days for FTNS services.     * We strive to make necessary arrangements promptly with customers to agree on a date which best suits customers for the provisioning of the services if the agreed time of the appointment is changed or as a result of unavailability of the customer at the time of the scheduled appointment. (2) Restoration Time * We endeavour to be available around the clock for our customers to report any faults or service difficulties which result in an impaired service. * When a fault is reported by customers, we will respond to customer immediately and courteously and if such fault requires site visit, we will endeavour to make necessary arrangement with customer and to arrange our trained technician to attend the premises promptly. We will restore the services for customer’s use causing them minimum interruption.   - For IDD service, excluding conditions beyond our control, we aim at restoring the service within one working day^ upon receiving fault report from customer. - For FTNS services, if on-site maintenance is required, we aim at arriving at the customer’s premises (excluding outlying islands) by the end of the next working day^ upon receiving fault report from customer or on a later date agreed with the customer. Provided that we are given access to the customer’s premises and subject to the complexity of the problems, we endeavour to restore the service to its normal function as soon as practicable and in normal circumstance within the same day^ of the site visit. * Such restoration time does not cover those inability due to planned maintenance and may be varied by factors such as the need to obtain approval of or to give prior notice to the relevant building management office to gain access to the subject building, customer’s approval for giving us access to the premises, the environmental conditions of customer’s premises, availability of customer to allow our entering into his premises, complexity of the fault involved and weather conditions. * We strive to make necessary arrangements promptly with customers to agree on a date which best suits customers for restoring the services if the agreed time of the appointment is changed or as a result of unavailability of the customer at the time of the scheduled appointment. (3) Complaint Handling Time * 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 three 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. (4) Enquiry Call Answering Time * 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 twenty seconds for IDD service or on average within twenty five seconds for FTNS services 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. We aim to enhance our service quality to meet our customer’s needs. It is the feedback of our customers that make us attain higher goals and work beyond our limits. In this regard, your comments are warmly welcomed. Please feel free to Contact Us for further information in respect of individual services.