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Ernest Kao

The consumer watchdog has warned people to watch out for hidden charges relating to telecoms service contracts in light of a rising number of complaints from customers.
Two common "pitfalls" in charging practices in the telecommunications sector had helped bump the number of such complaints to a new high of 2,469 in the first half of this year, a 17 per cent increase over the same period last year.
The first pitfall, the Consumer Council said, involved contracts being allowed to lapse without renewal or termination, causing consumers to be unknowingly charged standard rates, which were higher than monthly package fees.
Another trap revolved around billing and contract expiry dates not falling on the same date, causing consumers to be billed for a full month instead of the actual days of service.
"I cannot say whether this is intentional or not … but this is a growing trend," council vice-chairman Philip Leung Kwong-hon said.
"Many mobile contracts contain hidden points that consumers are usually not aware of."

	The excuse that they could not reach the customer is not … appropriate

	GILLY WONG, CONSUMER COUNCIL
Leung urged consumers to protect their rights by reading contracts carefully and seeking more details about the conditions when these were not clear.
In one case, a complainant had been on a HK$60 monthly plan that included a mobile data allowance.
She was shocked to find that her monthly mobile data charge for April and May amounted to HK$898.
She was told by her service provider that her contract had expired in March and since she had opted online not to receive unsolicited information from the provider, the company could not notify her of her contract's expiration and the change in service.
The service provider then agreed to waive the charge by half. But it did so only on condition that she extended her contract by another 15 months.
"The excuse that they could not reach the customer is not an appropriate reason," council chief executive Gilly Wong Fung-han said.
The council reminded telecom service providers, none of which were named, to be aware of the amended Trade Descriptions Ordinance. The law was changed last year to prohibit unfair trade practices including misleading omissions.
There were 3,628 complaints last year about charge disputes with telecoms services compared with 3,274 in 2012.
Meanwhile, a survey by the watchdog on 16 credit card issuers also prompted a warning to consumers over misleading air miles programmes.
Some of the miles offered in the programmes were not free as additional administration and annual charges occurred during redemption.
"In fact, the cost of redeeming air tickets with credit card bonus points is not cheap," Leung said.


Keep track of your phone contracts or risk paying more: Consumer Council

Consumers are warned they may have to pay more for mobile phone usage if their contracts are allowed to lapse. Photo: EPA

Consumers are warned they may have to pay more for mobile phone usage if their contracts are allowed to lapse. Photo: Dickson Lee

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Hong Kong

The consumer watchdog has warned people to watch out for hidden charges relating to telecoms service contracts in light of a rising number of complaints from customers.


Keep track of your phone contracts or risk paying more: Consumer Council

.css-1c6uqr6{color:inherit;font-weight:inherit;font-size:inherit;font-family:inherit;line-height:inherit;overflow-wrap:break-word;}The consumer watchdog has warned people to watch out for hidden charges relating to telecoms service contracts in light of a rising number of complaints from customers.

The consumer watchdog has warned people to watch out for hidden charges relating to telecoms service contracts in light of a rising number of complaints from customers.