Code of Ethics

Purpose of Code of Ethics

This Code of Ethics for members of the Hong Kong Association for Customer Service Excellence has been adopted to promote and maintain the highest standards of personal and corporate conduct and professional standards among its members. Adherence to this code is required for membership in the Association and serves to assure public confidence in the integrity and service professionals.



Members should serve their customers with integrity, sensitivity and respect, using a professional approach to meet and exceed customers’ expectations at all times.
Members should not discriminate due to race, colour, religion, national origin, gender, sexual orientation or marital status.
Members should strive continually to advance and protect the standards of the customer service profession through continuous professional development.
Members should continually evaluate the quality of the work done to insure, insofar as is possible, that service is conducted in a competent and professional manner.
Members should conduct themselves so as to reflect credit on the profession and to inspire the confidence, respect, and trust of customers and the public.
Members should conduct themselves as personals and/or corporation of integrity.
Members should promote the association in a credible manner .
Members should refrain from using membership of the HKACE to secure special privilege, personal gain or benefit.
Members should protect the privacy and confidentiality of the data of the members that they have obtained as a result of HKACE membership or through participation in HKACE activities and should not use the data for any unauthorized purposes.
Members should refrain from claiming representation or acting on behalf of the HKACE in public activities unless properly authorized.
Members should have procedures established for dealing with customer complaints effectively.
Members should take all reasonable steps to ensure that their employees understand their obligations under the law and ordinances and act honestly in carrying out business.

Disciplinary Proceedings

Members of the HKACE, while engaged in any official capacity related to the Association, are expected to uphold the highest standard of ethical behaviour and personal conduct at all times, and are responsible for conducting themselves in such a way as to represent HKACE in the most favourable light at all times.

The Executive Committee is empowered to appoint a disciplinary committee upon receiving a complaint that a member:

  • has been guilty of misconduct in his profession - has committed any act which could harm the reputation of HKACE
  • has refused to comply with rules and policies of the Association
  • has been convicted of any commercial crime

Upon presentation of a report by the Disciplinary Committee, the Executive Committee may at its discretion take appropriate action with regard to such member including ordering the name of the member to be removed.