Practice Notes

Hotlines	E-Mail	Fax	SMS	WebChat	VOIP

General Enquiries

1. We adopt the following approach to answer general enquiries regarding our products and practices.
   
   
   • our hotline officer will ask for the name, contact number of the potential customer
   • the officer will send the relevant webpage by e-mail or fax to the customer.
     
     
2. Our hotline officer will provide clarification on any webpage. If the customer ask for additional questions that are not available in the webpage or disagree with the answer, our officer will forward the issue to a specialist.
   
   
3. The specialist will provide the answer by e-mail or contact the customer by telephone on the following working day.
   
   
4. Our hotline officer or specialist will generally provide answers to the following:
   
   
   • information stated in our FAQ or practice note
   • explanation on any of the item stated
   
   
5. We will generally not provide answers to the following:
   
   
   • issues outside of the scope of the FAQ or practice note
   • practices of other organisations
   
   
6. We welcome suggestions of our customers, but will usually not be able to comment or respond to them immediately. These suggestions will be brought to the attention of our management at an appropriate them