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Contact

1. Hotline

You may contact us through the Enquiry Hotline.  Please click here to view the services provided and how to access them.

Hotline No.: (852) 2840 3330

 

2.Mail / E-mail / Fax

You may send your enquiries, comments and complaints to us by mail, e-mail or fax.

    Mailing Address:
    General Enquiries & Complaints
    23/F, One Exchange Square
    8 Connaught Place
    Central
    Hong Kong

  Email Address: info@hkex.com.hk

  Fax Number: (852) 2868 4084

Filing a Complaint

The following information should be included in a written complaint so that we can properly and effectively address it:
    

  • Name of the party or parties involved;

  • Details of any alleged breaches of our rules, regulations or practices which undermine investor confidence in our markets;

  • Copies of any documents that provide evidence that supports the complaint; and

  • Name, mailing address, email address and telephone number of the complainant.

We require solid information on alleged wrongdoing before taking follow-up action. In addition, complainants should be prepared to answer follow-up questions from us. If we are not able to obtain the information we need, it creates difficulties for us to follow up on a complaint.

We discourage anonymous complaints or comments. Although anonymous complaints or comments will be noted, we may not be able to proceed with them further because we may need to contact the complainant to seek substantiation of the alleged matters.

We acknowledge receipt of complaints and review them for possible follow-up action. Complaints stemming from commercial disputes or containing elements of bad faith will not be pursued.

We are committed to dealing with complaints quickly. However, the period of time required for following up on the complaints depends on the circumstances of each case.

We will respond to your enquiries as soon as we can. Due to an overwhelming number of requests, we may not answer an enquiry if the answer is available on the HKEX website.  All enquiries and complaints are treated in strict confidence, however, if circumstances require, we may need to disclose information to relevant authorities, regulators or agencies for further follow-up. We will seek the enquirer’s and complainant's consent before disclosing any personal information.

Complaint Policy

We welcome investors' comments and enquiries as they give us valuable feedback and contribute to the continuing improvement of our markets. Investors' submissions may also alert us to serious breaches of our rules and regulations or practices which undermine investor confidence in our markets. However, there are issues which fall beyond our power and scope in regulating market participants and listed issuers. As a result, we cannot:

• intervene or comment on commercial decisions of listed issuers;
• compensate investors for their investment losses;
• provide investment, legal or financial advice;
• adjudicate commercial disputes; and
• disclose confidential information obtained while performing the duty of the exchanges and clearing houses etc.

Furthermore, there are issues that are governed by the statutory regulator of the securities market, the Securities and Futures Commission (SFC) and are beyond our jurisdiction to follow up. These include matters relating to takeovers and acquisitions involving listed issuers, insider dealing, market manipulation and other issues governed by the statutes. The SFC is also responsible for matters relating to the financial resources and conduct of intermediaries including, Exchange Participants, as well as investigations and disciplinary matters concerning disputes between Exchange Participants and their clients.

How the Exchange will handle investor complaint

In confidence

All complaints will be treated in strict confidence although the Exchange may need to disclose information to other regulators and agencies to properly pursue the complaints. Such disclosures would however be made under the confidentiality provisions of the Securities and Futures Ordinance.

The Exchange may have to disclose details to the listed company to allow it to respond to the Exchange on the issues raised. The Exchange is mindful of the need to protect the identity of individual complainants and where circumstances allow and it is in its view appropriate the Exchange will discuss with the complainants the extent of disclosures it may need to make.

The Exchange adopts a risk based approach

The Exchange reviews and evaluates each complaint to determine what action to take. The Exchange will decide to take no further action on complaints. Typically these will be complaints which are anonymous or where insufficient or inaccurate contact details are provided. Other complaints may not be pursued because they appear groundless, are trivial, contain too few details or are unrelated to serious breaches of the Listing Rules or practices which undermine investor confidence in the markets. Complaints designed to pursue commercial disputes or which contain elements of bad faith will not be pursued.

Feedback

Upon receipt of a complaint the Exchange will issue an acknowledgement to the complainant.

It is the Exchange's general policy not to comment on individual companies, individuals, or cases. This policy enables the Exchange to conduct its enquiries and investigations on a confidential basis to preserve the integrity of its process as well as to protect listed companies and their directors against whom unfounded accusations may be made or where the Exchange determines that further regulatory action is not necessary or appropriate. In certain exceptional circumstances, it may be appropriate for the Exchange to comment about specific matters. The key reasons why the Exchange may adopt this approach are to maintain public confidence in the regulation of the market or to maintain a fair, orderly and informed market for the trading of securities; to protect investors; to prevent widespread malpractice; or, help the investigation process.

For these reasons and to ensure that the Exchange meets its statutory obligation to maintain confidentiality it will not respond to complainants with a detailed account of how their concerns have been addressed or what it has discovered during the process. The Exchange may however, to the extent permitted by law, inform complainants about the status of a case at appropriate times and may provide brief reasons when it closes a case without regulatory actions. Where the regulatory action the Exchange takes results in a public statement by either the Exchange or an issuer there will be greater transparency about the outcome.

Privacy Policy Statement

We are committed to protecting your privacy and personal data. By providing any personal data to us through this website or email addresses and phone numbers provided on this website, you are consenting to our use of your personal data as set out in this Privacy Policy Statement. The personal data collected is used to respond to your enquiries, complaints, comments and suggestions. Your personal data will not be used for any other purposes without your consent, unless such use is permitted or required by law. For more information on how HKEX manages your personal data, please view the HKEX Privacy Policy.

Web Accessibility

If you have any questions or comments on web accessibility, please contact us by e-mail: ccmed@hkex.com.hk

 

Frequently Asked Questions

Enquiry Form

Journalists new to HKEX are encouraged to read our Quick Note for Journalists on the HKEX Group to get some background on HKEX and our global markets. You can also review our latest news and Media Centre.

Journalists with enquiries may contact HKEX by email at ccmed@hkex.com.hk.

Frequently Asked Questions

Enquiry Form

Listed Issuers and Their Professionals

Listed companies can contact their case officers in the Listing Department’s Listed Issuer Regulation Department for enquiries. Please click here for the contact details.

For enquiries about e-Submission System, publication related and registration matters, please contact us via Tel: (852) 2840 3460 or email: ESSHotline@hkex.com.hk.

Potential Issuers and Their Professionals

If the issuer and its Sponsor have queries regarding the interpretation of the Listing Rules, the Sponsor or the issuer may contact the IPO Transaction Teams of the Listing Department to seek further guidance.

Contacts persons for Pre-IPO enquiry and IPO processing contact persons

Companies interested in becoming an issuer on the HKEX market please contact our Issuer Marketing Division.

Email: im@hkex.com.hk

Companies which are located in the Mainland may contact our Mainland representatives.

Beijing Representative Office
Address: Suite 1002, Level 10, Tower W2, The Towers, Oriental Plaza, No.1 East Chang An Avenue, Dong Cheng District, Beijing 100738, China
Tel: (8610) 8519 0288
Fax: (8610) 8518 3288
Email: bjo@hkex.com.hk

Shanghai Special Representative
Address: Unit 1807-08, Tower 1, Century Link Tower, 1198 Century Avenue, Pudong, Shanghai 200135, China
Tel: (86)21 6058 6130
Fax: (86)21 6087 5762

 

Enquiry Form

Exchange and Clearing House Participants can contact us through the following channels:

Trading Rights and Participantship

General Enquiries Tel: (852) 2840 3626 Email: trd@hkex.com.hk

Securities Market

Trading
General Enquiries Tel: (852) 2840 3626 Email: otpc@hkex.com.hk
Technical Tel: (852) 2840 3351 Email: bsssupport@hkex.com.hk

Clearing
General Enquiries Tel: (852) 2979 7111 Email: clearingps@hkex.com.hk
China Connect Tel: (852) 2979 7123 Email: clg@hkex.com.hk
Technical Tel: (852) 2211 6606

Derivatives Market

Trading
General Enquiries Tel: (852) 2211 6360 Email: clicksupport@hkex.com.hk

Clearing
General Enquiries Tel: (852) 2979 7222 Email: clearingpsd@hkex.com.hk

Hosting Services

General Enquiries Tel: (852) 2211 6447 Email: hssales@hkex.com.hk

 

Frequently Asked Questions

Enquiry Form

For enquires about HKEX data products or the application of vendor licences for redistribution of market data and issuer announcements, please refer to the Market Data Services page or contact the Market Data Department via email: marketdata@hkex.com.hk.

 

Frequently Asked Questions

Enquiry Form

For matters about shareholding, such as share transfer and registration, change of name or address, loss of share certificates or dividend warrants, HKEX's registered shareholders can contact: 

Hong Kong Registrars Limited
Address: Shops 1712-1716, 17th Floor, Hopewell Centre, 183 Queen's Road East, Wanchai, Hong Kong
Tel: (852) 2862 8555
Fax: (852) 2865 0990 / (852) 2529 6087

Corporate Communications materials requests

Registered shareholders can notify us of (a) any change in their choice of language or means of receipt of HKEX's Corporate Communications or (b) any request to receive HKEX's Corporate Communications in printed form, by completing a request form. They may email their requests to hkex.ecom@computershare.com.hk or in writing to Hong Kong Registrars Limited, HKEX's share registrar (Address: 17M Floor, Hopewell Centre, 183 Queen's Road East, Wanchai, Hong Kong). 

Note: For shareholders whose shares are held through brokers or custodians, they have to inform their respective brokers or custodians if they want to receive HKEX's Corporate Communications.

Please click here to know more about corporate communications materials requests.

Other Enquiries or Requests from Investors of HKEX

HKEX investors can contact General Enquiries & Complaints if they have enquiries or requests other than the above.

Address: 23/F, One Exchange Square, 8 Connaught Place, Central, Hong Kong
Email: info@hkex.com.hk
Fax: (852) 2868 4084
Tel: (852) 2840 3330

 

Enquiry Form
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