Mobile Bill Shock

Measures Implemented by Mobile Operators to Prevent Mobile Bill Shock

The emergence and increasing popularity of smart phones and advance mobile devices have boosted the demand for mobile data services. In tandem, the upsurge in the number of bill shock complaints related to mobile services has become a common problem in many economies, and Hong Kong is no exception. The term “mobile bill shock” refers to the shock customers experience when they receive unexpectedly high mobile bill charges.

Concerned with the increasing number of complaints relating to mobile bill shock, some caused by unintentional or inadvertent use of mobile data services, the Office of the Telecommunications Authority (OFTA) has in May 2010 written to urge all mobile operators to adopt various measures to address the problem. These measures include allowing customers to opt-out of individual services; setting a charge ceiling; setting a usage cap for all kinds of usage-based mobile services; and alerting customers through short messages as their pre-determined usage threshold is reached.

OFTA is encouraged to note that majority of the mobile operators have already implemented to differing degrees a combination of the above measures to prevent bill shock.

To increase the transparency of service information and to enhance consumer awareness of mobile data usage, OFTA will publish for public information on its website the measures adopted by individual operators to address mobile bill shock. The information will be updated periodically upon advice by mobile operators on new or enhanced initiatives they have taken on board. OFTA trusts that the information may help consumers make more informed choices on services that best suit their needs.

As mobile operators may adjust their service packages and revise their measures from time to time in accordance with their marketing or business considerations, consumers are strongly advised to consult individual mobile operators on their latest initiatives, service terms and conditions, as well as charging schemes and methods and other pertinent details prior to committing themselves to any mobile data services.

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