Older parent sold a long telecom contract?
How families can check, cancel and complain
Your parent used to pay a few dozen dollars a month for their phone, and suddenly they’re on a multi-year contract costing several times more, with a secondary SIM, roaming data and cloud storage? This page shows how to check the contract, cancel what they don’t need, and where to complain.
Found an unsuitable contract?
Act early. Find the contract and bills, check what’s included, then contact the operator. The Consumer Council has an elderly hotline: 2110 2288.
Jump to complaint contacts
- Free to use
- Independent, not affiliated with any operator
- Information from the Consumer Council and OFCA
Real case: man in his 80s sold a 67-month contract
Case published by the Consumer Council, 2025
- • The complainant’s father was in his 80s, had cataracts, and had always used a mobile plan under HK$100 a month.
- • In August 2024 he signed, in a shop, a 67 months contract, with a monthly fee of about HK$600.
- • It included a secondary SIM, two roaming data passes, two roaming voice and data bundles, and 4 cloud storage plans (HK$60 a month after a 3-month trial).
- • He didn’t travel and didn’t need a secondary SIM. At first the operator would only cancel the secondary SIM.
- • After Consumer Council conciliation, the operator agreed to cancel all secondary SIMs and add-on services.
Key point: a signed contract doesn’t mean it can’t be changed. In this case, the family followed up and the extra services were cancelled.
Common sales traps
| Trap | What to watch for |
|---|---|
| Very long contract term | Far longer than usual, locking in the fee for years |
| Add-ons they don’t need | Secondary SIMs, roaming data, cloud storage – often not needed |
| Free trials that turn into charges | Monthly charges start automatically after the trial |
| Phone or door-to-door sales | A verbal yes can create a contract, and terms may not be fully understood |
What rights do older customers have?
Cooling-off for door-to-door sales
Contracts made during an unsolicited home visit generally have a cooling-off period of at least seven days, during which you can cancel free – unless service has started, installation has begun or gifts were received.
No unfair sales practices
The Trade Descriptions Ordinance prohibits false trade descriptions, misleading omissions and aggressive commercial practices. The Communications Authority enforces it for telecom licensees.
Written confirmation for phone contracts
After a contract is made or extended by phone, the operator must give written confirmation within a reasonable time.
No automatic renewal
Unless the customer specifically says so or confirms it, operators cannot automatically extend or renew a contract.
How family can help
1. Gather the contract and bills
Check the signing date, contract term, total monthly fee, and the charge and trial period for each add-on.
2. Talk it through with them
Ask where they signed, what the staff said, and whether they really need a secondary SIM or roaming. Note the key points.
3. Check for a cooling-off period
If it was sold door-to-door and service hasn’t started, you may still be able to cancel free within the cooling-off period – act fast.
4. Call the operator together
Operators usually need the account holder’s authorisation, so call together. You can use this script:
“Hello, I’m the account holder [name], and my family member [your name] is with me. On [date] I signed a [term] contract, but I don’t use the [secondary SIM / roaming data / cloud storage] at all, and it wasn’t clear when I signed. I’d like these cancelled and my monthly fee adjusted. Could you give me a reference number, please?”
5. Complain in writing
If the call doesn’t work, use the template below and send it with copies of the contract and bills.
6. Get help from the Consumer Council or Communications Authority
If the operator won’t help, ask the Consumer Council to conciliate. For misleading or pressure selling, complain to the Communications Authority.
Complaint and contact details
Contact the operator, Consumer Council or Communications Authority – tap to call.
Last verified: 2026-09-27
Consumer Council
- Elderly hotline: 2110 2288
- Complaints and enquiries: 2929 2222
- Hours: Mon–Fri, 9:00am–5:30pm
- Complain online
Communications Authority (unfair trade practices)
- Phone: 2961 6333 (choose Trade Descriptions Ordinance)
- Hours: Mon–Fri, 8:30am–5:45pm
- Fax: 2123 2187
- How to complain and forms
Mobile operator customer service hotlines
| Operator | Customer service hotline |
|---|---|
| csl | 2512 3123 (24 hours) |
| 1O1O | 2888 1010 |
| 3 Hong Kong | 1033 |
| SmarTone | 2880 2688 (24 hours) |
| China Mobile Hong Kong | 12580 (24 hours) |
Tip: If they felt misled or pressured, note the date, shop address and staff name – it helps your complaint.
Listed in no particular order.
Spotted an error? Email cs@rightlyhk.com and let us know.
Letter template: cancel add-on services
Replace the [ ] parts. The letter should be sent in the account holder’s (older person’s) name.
Subject: Request to cancel unsuitable services and adjust contract (account number [number]) To the Customer Service Team, [operator name]: My name is [name], I am [age] years old, and I am your mobile customer, account number [number]. On [date], at [shop address / home visit / by phone], I signed a [term] contract with a monthly fee of about [amount]. The contract includes [secondary SIM / roaming data passes / cloud storage, etc.], but I do not travel and do not need these services. When I signed, the staff did not clearly explain [the contract term / total monthly fee / charges after the trial]. I request that you: 1. Cancel the services above; 2. Adjust my monthly fee to match what I actually need; 3. Refund the related charges already paid: [amount]. I called your hotline on [date] (reference number [number]). Please reply in writing within a reasonable time. Attachments: [contract copy, bills] [Name] (assisted by family member [name]) [Phone] [Date]
How to protect older family members
- Go with them when they renew or switch operator
- Ask about the contract term and total monthly fee before signing
- Ask what each add-on is for – skip it if not needed
- Note when free trials start charging
- Remind them not to agree to phone sales on the spot
- Check their mobile bills regularly
FAQs: telecom contracts and older people
My parent was sold a long contract. Can it be cancelled?
Start by asking the operator to cancel unneeded SIMs and add-ons. In a Consumer Council case involving a 67-month contract, the operator agreed after conciliation to cancel all secondary SIMs and add-ons. If it was a door-to-door sale and service hasn’t started, the cooling-off period may still apply.
Is there a cooling-off period for telecom contracts?
Only in some cases. Under the industry code, contracts made during an unsolicited home visit generally have a cooling-off period of at least seven days for free cancellation. It no longer applies once service has started, installation has begun or gifts were received.
Can family members complain on an older person’s behalf?
Family can help gather documents and contact the operator. Operators usually need the account holder’s authorisation, so call together or arrange authorisation first. You can also call the Consumer Council elderly hotline on 2110 2288.
Where can I complain if the salesperson lied or used pressure?
Telecom licensees’ sales practices are covered by the fair trading provisions of the Trade Descriptions Ordinance, enforced by the Communications Authority – including false descriptions, misleading omissions and aggressive practices. Call 2961 6333 or use the complaint form.
How do I find out which add-ons are in the contract?
Check the contract and itemised bills line by line – base fee, secondary SIM, roaming passes, cloud storage – and watch for charges that start after a free trial.
How can I stop this happening again?
The Consumer Council advises buying only what you need, reading the terms carefully, and having older people shop with family or friends. Ask about the term, total monthly fee and what each add-on is for before signing.
Related guides
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This page is general information, not legal advice. Case details come from the Consumer Council. RightlyHK is not affiliated with any operator listed on this page.