The Group focuses on providing quality products and services to bring excellent customer experience. In recognition of its high product quality and excellent customer service within the telecommunications industry, the Group has been granted various awards during the year.

Building trust through reliability and quality

The Group endeavours to create better everyday life and deliver sustainable value to its customers. This joint vision is being delivered through its commitment to the provision of reliable, safe and high-quality products and services.

Delivering reliable and quality services

The Group embraces a service-oriented culture and is committed to delivering service quality and customer satisfaction at the highest possible levels through its reliable and extensive network. The Group’s network reach covers more than 99% of the population, and the availability of core network maintains at over 99% during the year. The Group will continue to strive for better connectivity in terms of coverage and quality.

Furthermore, the Group’s continuous efforts to increase customer engagement and to stay connected with customers’ digital lifestyle is well supported by the enhancement in its online platforms and mobile applications (such as the website three.com.hk and the My3 application). Other than providing products and services information, customers can also gain access to other information relating to the service provided, charges invoiced, data usage, and even top-up their accounts through the self-service function. Online contract renewal, roaming data top-up, and online sales of handsets and accessories were also made available to enhance customer experience.

Enabling sustainable options

To ensure delivery of sustainable value to its stakeholders, the Group continues to invest strategically in advanced digital technologies. This allows the Group to provide innovative digital services and solutions, enabling customers to make environmentally responsible choices in how they live and work. For example, our customers are offered e-billing and electronic payment options to reduce paper waste.

Enhancing the customer experience

The Group offers a range of communication channels such as customer service centres, social networking pages, focus group studies, websites and mobile applications, providing customers with ample opportunities for feedback. The Group collects and acts on feedback with due care and in a timely manner. Guidelines have been established to handle customer enquiries and complaints, and our representatives are trained to professionally address customer concerns. Complaints received are acknowledged, investigated and duly followed up. Reviews and analyses of complaints received are conducted periodically for continuous improvement.

The Group also fosters a culture of continuous improvement by benchmarking and publishing its service performance targets and actual performance details on areas, such as hotline performance and complaint handling, on its website at three.com.hk. During the year, the Group has been granted various awards that attest to its exemplary network performance and service excellence.

Protecting customers

The Group provides transparent products and services information that enable its customers to make informed purchasing decisions through different online and offline channels.

Our commitment to privacy and security is an imperative part of our responsibility to our customers. The Group safeguards customers’ personal data and respects their privacy to build and maintain their trust in its business. The policies on personal data privacy and customer data protection underpin our approach and govern how we collect, use, access, secure, and retain customers’ personal data. These policies set out the resources and control processes that are in place to ensure compliance with applicable local data protection and privacy laws and regulations in which the Group operates. These policies are reviewed and updated periodically by finance department with inputs collected from relevant business units.

The Group is committed to ensure effective customer data management and that personal data is handled with due care.

(1) Data collection – the Group only collects necessary and relevant personal data for the specific purposes in which it was collected.

(2) Use of personal data – the Group provides a clear, transparent, easy to understand and updated “Personal Information Collection Statement” to reflect the way the Group handles customers’ personal data, whilst addresses the requirements under applicable laws and regulations.

(3) Data access – customers can exercise their rights to access and/or correct the personal data which they provided via application form, Internet or other means.

(4) Securing customers’ data – use of various encryption techniques to retain, use and transmit customers’ personal data. Stringent and adequate security measures are maintained to protect all personal data collected via our websites and retained in our system from unauthorised access.

(5) Data retention – customers’ personal data obtained during the service subscription period will be retained for a reasonable period of 2 years after termination of subscription and settlement of outstanding bill. Any unnecessary personal data are erased from the system in accordance with internal policy.

(6) Internal guidelines and awareness campaigns – employees are required to adhere strictly to “Internal Guidelines on Record Retention and Access to Personal Data” policy. Access to physical or computer records containing personal data is strictly controlled and requires management approval, and such approvals are granted only on a “need to know” basis. The Group also develops an internal platform with operational guidelines and handbooks, issues periodic internal communication, and conducts workshops for customer-facing employees to reinforce the importance of customer data protection.

The Group also has an internal policy on cyber security to safeguard and to ensure proper controls are in place to manage the related risks. Periodic trainings and workshops are organised to keep its employees up-to-date with the latest requirements and development of the relevant rules and regulations.

Regulatory compliance

The Group is committed to complying with the requirements under the Personal Data (Privacy) Ordinance, the relevant code of practice and guidance issued by the Office of the Privacy Commissioner for Personal Data in Hong Kong, and applicable rules and regulations that are relevant to areas in which it operates. Regulatory frameworks within which the Group operates are analysed and monitored, and internal policies are prepared and updated accordingly. Workshops are also conducted where necessary to strengthen the awareness and understanding of the Group’s internal controls and compliance procedures.

The Group is not aware of any incidents of non-compliance with laws and regulations that have had a significant impact on the Group concerning product responsibility during the year.