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Customer Services
Customer Charter
Customer Charter
WTT is committed to providing you with high quality services. We always try to exceed your expectations with outstanding services. The Customer Charter is measured and benchmarked against the industry's best practices. It demonstrates our commitment to serving you better.
Service Restoration Time
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Type Standard
BusinessLine Within 6 hours (90%)
Broadband Service Within 5 hours (90%)
Data Service Within 4 hours (90%)
Note
The service restoration lead-time does not apply to the following faults:
  • It is caused by the defect of wiring that is not owned by WTT, where additional co-ordination with other wiring owner is required.
  • The customer's premise is inaccessible.
  • The appointment of site visit is rescheduled to a later time at customer's request.
  • If the site visit cannot be performed under adverse weather conditions that include Black Rainstorm, Typhoon Signal No. 8 or above.
Complaint Handling Time
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Type Standard
Acknowledge receipt of complaint 1 working day (90%)
Handling of complaint 4 working days (90%)
Note
The complaint handling lead-time does not apply to the following cases:
  • The customer is unreachable.
  • Insufficient information provided by customer.
  • Settlement could not be made without customer's decision.
Enquiry Call Answering Time
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Type Standard
Enquiry Call Answering by Operator  16 seconds (90%)
Service Provisioning Time
Type Standard
BusinessLine 5 working days
Broadband Service 5 working days
Data Service 5 working days
Note
The service provision lead-time does not apply to the following situations:
  • If the customer fails to submit all necessary information required by WTT.
  • If the installation location is situated at non-WTT Block-wiring buildings.
  • Any delay due to the arrangement of number portability.
  • Any delay due to inaccessibility of customer premises.
  • If the installation is scheduled to a later time agreed with customer.