Introduction

Since late 2010, the Government has been encouraging the finance sector, the insurance sector, the telecommunications sector and call centres to implement a self-regulatory scheme for person-to-person marketing calls with a view to minimizing any nuisance caused to the public. Together, these sectors generate most of the person-to-person marketing calls.

Self-regulatory Scheme in the Telecommunications Sector

In March 2011, the Communications Association of Hong Kong, the industry association of the telecommunications sector, promulgated its Benchmark Code of Practice on Person-to-Person Marketing Calls (the Industry Code) for voluntary compliance by its members. Major telecommunications operators have participated in the self-regulatory scheme, and developed their own codes of practice with reference to the Industry Code. The key features set out in the Industry Code include –

• Person-to-person marketing calls should only be made between Hong Kong time 9:00am and 10:00pm;
• A telecommunications operator which makes person-to-person marketing calls should not conceal or withhold from the called party the calling line identification information of the sending telephone number. At the beginning of the call, the operator should disclose its identity and purposes of the call, and provide a contact number;
• The telecommunications operator should record and honour any unsubscribe request of the called party in a timely manner; and
• If the telecommunications operator is aware that the called party is travelling overseas, it should disconnect the call immediately or terminate the conversation as soon as practicable.

To access the full text of the Industry Code and the list of the participating telecommunications operators, please click here.

How to Make an Unsubscribe Request

If you do not want to receive person-to-person marketing calls from a particular telecommunications operator, you may -

• make an unsubscribe request direct to the operator during the person-to-person marketing call; or
• make an unsubscribe request on your own initiative through ringing up the customer service hotline of the operator or the contact number provided in its code of practice.

How to Make a Complaint

If a participating telecommunications operator fails to implement its code of practice (such as failure in honouring your unsubscribe request), you may -

• lodge a complaint to the operator direct and request follow-up action;
• contact the Communications Authority (CA) to refer the case to the operator for follow-up action. The contact details of CA are as follows:
  Tel: 2961 6333
  Fax: 2803 5110
  Email: