Rely on us for convenience, high speeds, and a smooth connection wherever you go in Hong Kong, because we are committed to helping you stay better connected, better informed, and better entertained.

Parameter General Description and Definition Performance Target Actual Performance
Network Reliability Service Availability The availability of the core network i.e. the percentage of the uptime of the core network in an observation period. 99.99%
Service Restoration Time to Repair The mean time to recover a fault in the core network. 95% within 10 minutes
Customer Hotline Performance Hotline Answer Time The mean time to answer a call by an operator, counting from the time a customer requests for discussion with an operator i.e. excluding the time served by the IVRS. 90% within 13 seconds
Customer Complaint Handling Complaint Acknowledge Time The mean time to acknowledge the complaint, counting from the time of the complaint lodged by a customer. Within 1 working day
Complaint Resolution Time The mean time to resolve the complaint, counting from the time of the complaint lodged by a customer. 90% within 4 working days