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Service Charter

Customer focus is a core value of PCCW. We aim to provide quality service whether it concerns installation of new lines or restoration of service. We are pleased to set out our performance targets as follows:


Giving you the best start

If we can gain access to your premises, and provided that the location is situated at a PCCW block-wiring building, we aim to:

  • Install your residential telephone line within three working days of the order.
  • Install your business telephone line within three working days of the order.

Notes:
  1. These targets can be met in about 95% of cases.
  2. These targets will no longer apply if a later installation date is agreed with the customer.
  3. For installation locations situated at non-PCCW block-wiring buildings or where there are circumstances beyond our control, additional time will be required and agreed with the customer.

 

Rapid repair

If we can gain access to your premises, and provided that the location is situated at a PCCW block-wiring building, we aim to:

  • Repair your residential telephone line by the end of the next working day following a fault report.
  • Repair your business telephone line within five hours of a fault report.

Notes:
  1. These targets will no longer apply if a later repair date is agreed with the customer.
  2. For repair locations situated at non-PCCW block-wiring buildings or where there are circumstances beyond our control, additional time will be required and agreed with the customer.

 

Serving customers faster

As long as the customer has provided all necessary information, we aim to:

  • Deliver IDD service to a telephone line within 24 hours of application.

Notes:
  1. This is applicable when a customer registers for basic IDD service only and does not apply if the customer also registers for IDD special rates, free minutes offer or IDD monthly plan as part of the same application.

 

World-class products: satisfaction guaranteed

For a new purchased telephone set, we will provide:

  • One-year warranty; and
  • Prompt replacement in case of a faulty product.

For a rented telephone set, we will provide:

  • Prompt repair or replacement in case of malfunction.

 

We value your feedback

We aim to acknowledge your inquiry and/or complaint within two working days of receipt and will process the case as soon as possible.

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