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How to Lodge a Complaint
Last update 2021-03-17

1.1   Complaints List

After logging in to the Fraud Reporting System, you will see the homepage "Complaints List" of this platform, you can view the complaints you initiated (if any).

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1.2   Merchants

Step 1.       Click "Merchants" in the left menu to view the records of all merchants that have participated in the "Faster Payment System" their FPS Server certificate status.

Step 2.       The platform automatically cache the updates from the OCSP status of the merchant certificate every 5 minutes. If you need to check the latest status, click the "Refresh" button.

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Step 3.       In a single merchant record, click the corresponding "Details" icon in the "Details" column to view the details of the corresponding merchant.

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1.3   Complaints List

1.3.1   Status of Complaints

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After the Operator submits a complaint on the Fraud Reporting System platform, the status of the complaint incident is "Submitted". All subsequent status changes are operated by Certizen CS.

1.3.2   Complaint Reference Number

After the complaint is submitted, a unique Complaint Reference No. will be automatically generated, such as: BK164MA002210201A01001, the rules are as follows:

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Daily number

That is, the first complaint submitted by the same bank on January 1, 2021, the daily number is "A01", followed by "A02" "A03";

The daily number of the 99th complaint on that day is "A99"; "A" is changed to "B" on the 100th, the daily number is "B00";

The daily numbers of the 1st to 99th complaints of the day are "A01" to "A99"; the daily numbers of the 100th to 199th complaints of the day are "B00" to "B99";   the daily numbers of the 200th to 299th complaints of the day are "C00" to "C99", so on.

 

Annual number

That is, the number of the complaint submitted by   the same bank within one year. The annual number of the first complaint   submitted by the bank in 2021 is "001", followed by   "002", "003", etc.

If the number of complaints submitted each year exceeds   999, the calculation will continue from 000.

 

1.3.3   Add new Complaints

 Step 1.       Click the "Add" button in the upper corner of the Complaints List.

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Step 2.       Fill in the content of the complaint.

At least one party of "Complainant" and "Respondent" must be a merchant of the "Faster Payment System".

When "Complainant" (or likewise for "Respondent") is a merchant of the "Faster Payment System" with FPS Server certificate, you can directly select the corresponding merchant from the list on the right. After selecting a merchant, the platform will automatically verify the merchant’s FPS Server certificate status through CRL and OCSP. The status of the merchant is displayed to the right of the Merchant’s name. In this example: "Active", it is valid.

When "Complainant" or (or "Respondent") is not a merchant of the "Faster Payment System" with FPS Server certificate, manually enter the data in the "Other Complainant" (or "Other Respondent") column.

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Step 3.       After filling in, click the "Save" button to save as a draft.

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Step 4.       Find the newly added draft of the complaint on the "Complaints List" page, click the "Edit" icon in the "Action" column to edit or submit the complaint.

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Step 5.       On the editing page of the draft complaint, after checking the content, click the "Submit" button to submit the complaint.

Note: After the complaint is submitted, its content cannot be changed. If you edit the draft of the complaint, you must first click the "Save" button to save the edited content the draft, then click the "Submit" button to submit, otherwise only the content before editing will be submitted.

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Step 6.       After the complaint is submitted, a set of unique Complaint Reference Number will be automatically generated.

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1.3.4   View Details of Complaint

Step 1.       Click the "View" icon of the complaint on the Complaints List page.

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Step 2.       You can view the details of the complaint. When finished, click the "Back" button to return to the Complaints List page.

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1.3.5   Reply to Complaints

After the Complaint has been submitted, Certizen CS will review the Complaint in the background. Certizen CS will change the status to “Accepted” after review. If there is clarification needed, Certizen CS may raise questions regarding the Complaint after changing the status to “Accepted”. From the Complaint being “Accepted” to the final “Completed” status, Certizen CS, the Operator who submitted the complaint and the Supervisor of the bank can conduct dialogues regarding the Complaint, asking questions replying online.

Step 1.       Click the "Comment" icon of the complaint in the Complaints List.

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Step 2.       On the Comment page of the complaint, you can view the detailed content, follow-up status historical reply content of the complaint. Enter the reply content in the "Content" field upload the attachment (optional). Click the "Submit" button when finished.

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After the reply content is published, the reply content uploaded files (if any) will be added to the "Comment" column.


1.3.6   Check for New Message

When Certizen CS initiates a reply to a complaint, the complaint with a new reply in the Complaints List of Operator and Supervisor will be displayed at the top, and a notification bell will pop up in front of the complaint.

Step 1.       Click the "Comment" icon of the complaint in the Complaints List.

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Step 2.       Click the "Mark as Read" button on the Comment page to cancel the new message reminder of the complaint in the Complaints List.

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