Customer Charter

Hong Kong Domain Name Registration Company Limited (HKDNR) is one of the accredited registrars of Hong Kong Internet Registration Corporation Limited (HKIRC) and is responsible for the registration of Internet domain names under .hk and .香港 country-code top level domain name. These include domain names ending with .com.hk, .org.hk, .gov.hk, .edu.hk, .net.hk, .idv.hk, .公司.香港, .組織.香港, .政府.香港, .教育.香港, .網絡.香港, .個人.香港 and .香港.

HKDNR is committed to providing .hk and .香港 Internet domain name registration and related services in an effective and customer-centric manner.


Our Commitment

We strive to provide quality customer service to all of our customers. By doing so, we provide an easily accessible and efficient service.

Being Accessible

i)  24/7 service hotline. We also answer enquiries via email and fax

Service Hotline

The service hotline +852 2319 1313 is on a round-the-clock basis.

We aim to answer every enquiry calls within 6 rings*.

Email

Our email addresses are: enquiry@hkdnr.hk (for customer enquiry, complaint, feedback or emergency technical assistance), billing@hkdnr.hk (Billing Issue), marketing@hkdnr.hk (Marketing Issue), svcp@hkdnr.hk (for Service Partners) and abuse@hkdnr.hk (for the report of phishing, spamvertising and other malicious act on the Internet using .hk domain name).

Fax

The fax number is +852 2319 2626

Mail

Unit 501, Level 5, Core C, Cyberport 3, 100 Cyberport Road, Hong Kong

We aim to respond to customers’ enquiries within one working day**

* This indicator is not applicable during periods of volume upsurge in enquiry. For instance, during a special promotion or product launch etc.
** This indicator is not applicable if customers cannot be reached by us.

Being Efficient and Reliable

ii)  Service Provisions

We aim at meeting the below service standards

Service Target of availability / Target to effect the service
HKDNR Web Site Availability 99.95%
New Domain Name Activation Within 1 hour after successful online payment for application without the need of providing document(s).

Within 1 working day after receiving required document(s) and payment for application with the need of providing document(s).
Name Server Change Within 1 hour for domain name under new contract and without the need of providing document. For domain name under old contract or those under new contract but requiring document to be provided, it would be within 10 working hours after the required document and / or payment is received by us.
Transfer of Domain Name Within 3 working days after the required documents and payment are received by us in entirety.

(This excludes transfer of disputed domain name. We will have to wait for a number of days to effect the transfer in compliance with the Dispute Resolution Policy)
.hk LOCK Unlock to be done within the next working day after receiving unlock request.
.hk WATCH Report to be sent to subscribers daily.

iii)  Responding to Complaint

We pledge to handle formal complaints as soon as possible. We will ensure handling any complaint without prejudice. We aim at resolving a complaint within 10 working days**** after receiving it. If more time is required for investigation, we will let the complainant know the expected time by which a response will be given.

**** Not applicable when the customer cannot be contacted by us, or upon repeated complaints or changing of request.

iv)  Information Security Policy

We have established, implemented, operated, monitored, reviewed, maintained and improved a documented Information Security Management System within the context of HKDNR’s overall business activities and the risks it faces. This document constitutes an Information Technology (IT) Security Policy that interested internal and external parties of HKDNR shall observe and follow.

v)  Incident Response Procedure and Business Continuity Plan

An Incident Response Procedure and Business Continuity Plan which provide clear instructions for responding to a number of potential scenarios that may impact the usual business practices and security standard has been established. This Procedure keeps updating regularly for the purpose of mitigating risks, damages and loss of the company.

Continuous Service Improvement

We strive to have continuous improvement on service. Customers are welcome to send feedback to us at any time via email, fax, mail or by calling our hotline. All feedback received will be studied to help further customer satisfaction.