1. How should I deal with a salesperson?
2. What are the issues I need to clarify with the service provider before signing a contract?
3. What measures should I take for security control?
4. What precautions should I take against abuse of 56k dial-up service/e-mail service by a third party?
5. What can be done to avoid abuse of IDD service by a third party?
6. What is the right login method for broadband phones?
7. What should I do to avoid unpredictable charges when subscribing to a new mobile service?
8. What precautions should I take against billing disputes?
9. What precautions can I take against billing disputes over 56k dial-up service?
10. What precautions can I take against IDD billing disputes?
11. How can I tackle billing discrepancies?
12. What are the steps I should take in terminating a service?

Sales

1. How should I deal with a salesperson?

• When approached by a salesperson, always confirm the company identify of the salesperson.
• Do not pay cash to a salesperson directly.
• When in doubt, check with your service provider to ascertain the nature of the sales activity or the identity of the salesperson.

Signing a Contract

2. What are the issues I need to clarify with the service provider before signing a contract?

• how long is the contract period, what are your service entitlements, any charges payable upon early termination of contract, whether the contract is automatically renewed upon expiry, or can service charges be increased without your prior consent;
• whether a surcharge will be incurred for order cancellation;
• whether any additional commitment and charges are involved when signing a contract with a “bundled offer” involving more than one type of services provided by various subsidiaries/associated companies, to avoid dispute over after-sales support;
• whether any free trial or gift on offer is covered in a contract/ in written form to avoid any dispute resulting from a merely verbal commitment from a salesperson;
• whether all the terms and conditions are set out in a “direct mail”, marketing collaterals or a contract for a particular rate plan for a particular customer account or telephone line; and
• your commitment under the terms and conditions of the contract when switching telecom service providers before the existing service contract expires or service termination, or the procedures for early termination, instance, e.g., advance notice requirement, early termination penalties or any additional administrative charges for a modem or a premium gift collected.

Security

3. What measures should I take for security control?

• Frequently change password/update personal information to maximize security.
• Do not open any email attachment from suspicious sources. Unless you are sure the email is safe, delete it immediately.
• Do not send sensitive personal or financial information unless it is encrypted via a secure website.

4. What precautions should I take against abuse of 56k dial-up service/e-mail service by a third party?

• Always keep your login and password confidential. Change your password regularly and avoid using easy-to-guess numbers for your password. Do not save any password on a computer to avoid abuse by a third party.
• Avoid using public accessible/a third party’s computer for login service.

5. What can be done to avoid abuse of IDD service by a third party?

• Use the service feature of IDD Security to avoid unauthorized access to your IDD service.

6. What is the right login method for broadband phones?

• Login methods may vary with different broadband service providers due to their different connection methods. Contact your broadband service provider to enquire about the proper login methods such as PPPoE, Web Login, or check if no login is required at all.

Bill & Payment

7. What should I do to avoid unpredictable charges when subscribing to a new mobile service?

• Some operators offer free minutes and VAS in a package entitlement. These are usually granted in accordance with your bill cut-off date. You should be aware of the first bill entitlement and check if your entitlement is calculated on a pro-rata basis to avoid unpredictable charges.

8. What precautions should I take against billing disputes?

• Always verify the details of the service plan and the service contract. A copy of the contract/written confirmation should be retained as reference.
• Check with your service provider if there is any administrative charge for postal bill, as sending bills by e-mail has become a popular practice and a more convenient way to receive and store bill statements.
• To apply for bank autopay, you should directly approach the bank regarding the status/result of your application. This facilitates a more efficient payment channel.
• If you have previously made arrangements with your bank to settle charges of a service by autopay, you should cancel such autopay arrangements once the service has been terminated.
• Check with your service provider if there is any administrative charge for bill settlement at a chain shop (e.g. 7-eleven,) as the payment charges are paid for the shop.
• Consider other convenient payment options, including phone-in/online payment, Payment-by-Phone Service (PPS), Automated Teller Machines (ATM), bank or credit card autopay, e-Payment (credit card on-line, PPS on the Internet, JET Payment, Internet Banking). Credit card payment is a popular and secure payment method nowadays.

9. What precautions can I take against billing disputes over 56k dial-up service?

• Check the charging scheme with your roaming Internet service provider as, for example, an overseas provider may have a different tariff scheme and the tariff may be changed from time to time.
• Always follow proper procedures to disconnect your Internet connection or the disconnection signal may not be sent to the ISP.
• Avoid visiting websites where long-distance calls are triggered covertly or call connection is otherwise switched from Internet to IDD.

10. What precautions can I take against IDD billing disputes?

• Given that IDD rates are changed from time to time, you should check the most updated IDD rates and the charge unit with your service provider before making such calls.
• Remember your IDD offer validity.
• Make sure the entitled offer is applicable to the particular destined countries, and whether fixed and mobile destinations are charged in the same way or differently.

11. How can I tackle billing discrepancies?

• If you settle your service fees via autopay, always cross-check your bank statement against all your service invoices. In the event of discrepancies, alert your service provider as soon as possible.
• Always verify bill details and credit card statement for the service charges to avoid unnecessary disputes.

Termination of Service

12. What are the steps I should take in terminating a service?

• To ensure the matter is duly processed, you should comply with relevant procedures specified by the service provider (e.g. filling in the Service Termination Form, providing requested prior notice, etc).
• If your telephone/fax number is registered with IDD service, you should contact the service provider to terminate the IDD service so as to avoid abuse of IDD service by a third party and related charge disputes arising from the telephone/fax service termination.
• Terminating a service without properly notifying your service provider may lead to imposition of penalty by the provider.
• Keep the termination form and the offer terms and conditions as evidence in case of dispute.