Customer Services 2021 - HK Electric

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Customer Services 2021 - HK Electric
2021

                      香港電燈有限公司
           The Hongkong Electric Co., Ltd.

 Customer Services
Customer Services 2021 - HK Electric
Customer Services                 1

Contents

Customer Services Policy .................................................................................................... 2
Our Commitment ................................................................................................................. 3
Awards and Recognition ...................................................................................................... 4
Professional and Convenient Services ................................................................................ 6
Energy Efficiency Endeavours ............................................................................................. 9
The Care We Show ........................................................................................................... 13
Keep Listening ................................................................................................................... 16
Contact Us ......................................................................................................................... 17
Customer Services 2021 - HK Electric
2 Customer Services

 Customer Services Policy

 We are committed to excellent customer services. We aim to exceed customers'
 expectations and achieve total customer satisfaction by continually enhancing our services.

 To accomplish this, we will:

 Serve our customers with sincerity and courtesy;
 Earn the trust of our customers by providing professional services with integrity;
 Respond promptly to customers' requests and pledge to protect customers’ personal data;
 Value and leverage customers' views and suggestions for increasing customer satisfaction;
 Improve services and engage stakeholders in our continuous pursuit of excellence;
 Care for the community and provide customised services;
 Establish and deliver service pledges;
 Secure   the best customer experience by aligning our business processes with best
 practices and adopting innovative technology.
Customer Services 2021 - HK Electric
Customer Services      3

Our Commitment
Customer Service Standards                 Standards in 2021             Actual Results in 2020
Electricity Supply
Reliability Rating of Electricity Supply   Better than 99.999%           Better than 99.9999%
Average Notification Period before         7 days in advance             17.62 days in advance
Planned Suspension of Electricity
Average Time for Supply Restoration        Within 2 hours                56 minutes
after Interruption of Supply
Site Investigation for Power Quality       Within 3 working days         Achieved
Enquiries
Connection Of Supply
Connection Of Supply
- Not Requiring Installation Inspection    - Within the next working     Achieved
- After Satisfactory Installation            day
  Inspection                               - Within the same day         Achieved
Installation Inspection Appointment
- Provide Appointment for Installation     - Within 2 working days       Achieved
  Inspection                               - Better than 99.8%           Achieved
- Appointment Punctuality
  (within a 1.5-hour time band)
Reconnection of Supply after Payment       Same day as payment is        Achieved
of Outstanding Charges                     received
Electricity Accounts & Meters
Closure of Electricity Account at          Within 2 working days         Achieved
Customer Request
Deposit Refund by Cheque after Full        Within 5 working days         Achieved
Authorisation by Customer and Closure
of Account
Special Request on Meter Reading           Within the next working day   Achieved
Processing of Concessionary Tariff         Within 2 working days         Achieved
Application upon Confirmation from
Assessment Centre
Meter Testing                              Accuracy traceable to         Achieved
                                           international standards via
                                           HOKLAS accredited
                                           standards laboratory
Customer Enquiries
Average Waiting Time for Counter           Less than 3.5 minutes         2.87 minutes
Services at Customer Centre
Reply to Written Enquiries on Customer     Within 3 working days after   Achieved
Accounts                                   receipt
Site Investigation for Electricity         Within 3 working days         Achieved
Consumption Enquiries
Emergency Services
Average Waiting Time for Telephone         Less than 9 seconds           2.97 seconds
Calls to Customer Emergency Services
Centre
Average Arrival Time at Scene in Urban     Less than 28 minutes          19 minutes
Areas in Response to Emergency Calls
Customer Satisfaction
Average Customer Satisfaction Index        Better than Score 4           Score 4.72
(5-point scale)
Customer Services 2021 - HK Electric
4 Customer Services

 Awards and Recognition
 In 2020, we received a number of prestigious awards that honoured our performance in
 different aspects of our operation. These include:

 Corporate/Customer Services
  Hong Kong Retail Management Association – Quality Service Benchmarking Assessment
    Service Category Leader – Retail (Services) Category in three assessment periods
     (October to December 2019, April to June 2020 and July to September 2020), and
     Service Industry Leader – Gold Award in the assessment period of October to
     December 2019, and Silver Award in the assessment period of April to June 2020
     and July to September 2020
    2020 Excellent Service Retailer of the Year
    2020 Quality Service Retailer of the Year
     – Retail (Services) Category Award
    2020 Service Talent Awards (Junior Frontline)
     – Silver Award (Retail Services Category) and 2020
     Excellent Service Star

  Asia Pacific Customer Service Consortium
   – 2020 18th International Customer Relationship Excellence Awards
    Public Service of the Year 2020 (Public Utility)
    Eight individual awards

  Hong Kong Customer Contact Association
    Mystery Caller Assessment Award
     – Commerce and Utilities (Best-in-Class)
    Mystery Caller Assessment Award
     – Commerce and Utilities (Gold Award)
    Inbound Contact Centre of the Year
     – Public Service and Utilities (Silver Award)
    Inbound Contact Centre Team Leader of the Year
     (Bronze Award)

  The Hong Kong General Chamber of Small and
   Medium Business
    Partner Employer Award 2020 – Excellent Corporation
    Best SME’s Partner Gold Award 2020

  Randstad Hong Kong Limited – Randstad Employer Brand Award 2020 Most
   Attractive Employers
   2nd Runner-Up
Customer Services 2021 - HK Electric
Customer Services       5

 Environment Bureau and Electrical and Mechanical
  Services Department – Energy Saving Championship
  Scheme (Competition for Organisations)
  Hanson Grand RCx (Implementation) Award
    – Electric Tower

 Business Environment Council Limited, The Hong Kong Council of Social Service,
  Policy for Sustainability Lab, and Centre for Civil Society and Governance of the
  University of Hong Kong – HSBC Living Business Award 2019
   Sustainable Supply Chain Leaders

 Federation of Hong Kong Industries – BOCHK Corporate Environmental
  Leadership Awards 2019
   EcoChallenger
   5 Years + EcoPioneer

 Social Welfare Department & “Volunteer Movement”
   2019 Volunteer Service Appreciation Certificate (Corporation) – Gold Award
   Eleven individual appreciations

 The Community Chest of Hong Kong – The Community Chest Corporate &
  Employee Contribution Programme 2019/20
   Silver Award

Quality Management
As a demonstration of our commitment to quality service and continuous improvement, we
have launched our ISO 9000 mission since 1995 and we currently have eight ISO 9001
certificates covering all of our service areas.

Commendations
We have received 1,994 commendations for our services in 2020, reflecting a high level of
customer satisfaction. To further assess our performance against industry standards, we
enrolled in the Quality Service Benchmarking Assessment and the Mystery Caller
Assessment Award and received prestigious honours in both schemes.
Customer Services 2021 - HK Electric
6 Customer Services

 Professional and Convenient Services
 Electricity Meters Go Digital
 HK Electric has been deploying smart meters for customers from April
 2020 and will continue the programme district by district until 2025.
 Together with associated infrastructure and applications, which are under
 development, these meters will provide customers with additional
 consumption details, thus allowing them to optimise energy use so that
 appropriate measures can be taken to save energy. This move will also
 help transform Hong Kong to become a smart city.

 Wide Variety of Electronic Services for Customers

   Login to "Account-On-Line" with the Government’s "iAM Smart"

   Customers can login to HK Electric's "Account-On-Line (AOL)" service with
   the Government "iAM Smart". After the initial set-up for "Login with iAM
   Smart", customers can simply use "iAM Smart" for future login to their AOL
   account, without inputting their AOL username / electricity account number
   and password.

 "Account-On-Line" (AOL) & e-Billing Service
 Customers can simply scan the "e-Bill Registration" QR code on their electricity bill followed
 by a few simple steps to activate the AOL service.

 AOL service will provide you with round-the-clock interactive access to your electricity
 account and offers a variety of services, such as:

           Manage up to 20 electricity                   View or download the last 12
           accounts in one AOL account                   electricity bills

           Receive electricity bills by email             Check 12-month billing and
                                                          payment records, and access to
           (up to 6 email addresses), SMS
                                                          your 25-month consumption
           or fax
                                                          record

           Manage the account – e-receipt                 Access information on supply
           subscription, changing bill                    interruptions within the past 24
           language and forms of                          hours as well as planned
           receiving bills, etc.                          shutdowns
Customer Services 2021 - HK Electric
Customer Services        7

e-Forms
Customers can use the e-Forms to apply for various account services.

Virtual Assistant, Elsie
To further enhance services to customers, HK Electric Virtual
Assistant, Elsie, will answer general enquiries 24/7 on the HK
Electric website.

e-Payment Services
We provide different e-payment services to our customers. They can settle their bills with
the Faster Payment System (FPS), "AlipayHK" App, "Electronic Bill Presentment and
Payment (EBPP)" Service, and by using the "e-Cheque Drop Box" on our corporate website.

More Payment Channel

HK Electric customers can now pay their bills in cash at any Watsons Stores (except at the
Hong Kong International Airport). For customers' convenience, bill balance below $200
(adjusted from $150 to $200 since 1/10/2020) will be carried forward to the next bill and no
immediate settlement is required (not applicable to accounts registered with autopay). In
addition, settling electricity bills by autopay will help save time. Residential customers with
savings or current accounts at any one of the designated banks in Hong Kong need simply
to arrange for this service by calling 2887 3411.

One-Stop Service for Small and Medium-Sized Enterprises (SMEs)

We provide a comprehensive range of services to SMEs on business start-ups and energy
management. Our "Enterprise Advisor" service offers SMEs and their Registered Electrical
Contractors/Workers (REC/REW) with advice on supply applications, energy efficiency,
electrical safety, power quality issues and account matters. We also provide fast-track
checking on supply availability for installations up to 200A, which is supplied by a
transformer, to shorten the time needed to obtain electricity supply. Our pre-check service
for new installations will help SMEs’ REC/REW solve problems they may encounter in
advance of the actual inspection.
Customer Services 2021 - HK Electric
8 Customer Services

 Other Convenient Services

 Group Billing Service
 Customers with five or more accounts under the same registered name can choose to
 receive a consolidated monthly bill statement by registering with our Group Billing Service.

 Technical and Power Quality Advice
 The Customer Relationship Management Programme was launched with our ambassadors
 visiting corporate customers periodically to offer advice on technical and account matters.
 In addition, we provide our outreach service to electrical and mechanical consultants. Those
 registered as electrical contractors/workers are also welcomed to subscribe to "e-REW
 Express" on our website to get the latest news and service updates and the interface
 requirements of customers’ installation and supply equipment. Our Power Quality Centre
 will help customers acquire more information about power quality and how to safeguard
 critical power supply. For a guided tour of this centre, simply call our hotline
 on 2887 3455.

 Inspection Appointment Service
 As most of our commercial and industrial customers are SMEs, we will help better manage
 their time during the start-up period by extending the service of online 1.5-hour time-band
 for inspection appointments to all these customers.
Customer Services 2021 - HK Electric
Customer Services        9

Promoting Low-carbon Lifestyle
Smart Power Services
Addressing the community’s aspirations for cleaner air,
and to support Government’s energy and environmental
policy objectives, and its long-term decarbonisation
strategy, HK Electric has provided a suite of Smart
Power Services to help customers reduce the carbon
footprint in their daily living and business operations.

Various funding/service schemes have been devised to cater to different sectors of the
community, including residential, industrial and commercial properties, educational and
welfare organisations, as well as for needy members of society. All this is aimed at promoting
energy efficiency in the community, and supporting the local development of renewable
energy. The Company will be investing at least $35 million annually towards such schemes.

We will deploy resources with priority been given to those with greater needs, e.g. building
owners with limited financial resources and technical expertise as well as elderly customers
or tenants living in sub-divided units (SDU).

Smart Power Building Fund
Since 2019, HK Electric has injected $25 million into the
Smart Power Building Fund each year. This Fund
provides subsidies to building owners to carry out
projects that include retrofitting of building services
installations, retro-commissioning and implementation of
building-based smart technologies to enhance energy
efficiency of their communal building services
installations. All buildings (except those directly owned
and operated by the Government) located within HK Electric’s supply territory are eligible.
A total of 48 applications with subsidies totalling about $13 million were approved in 2020.

Smart Power Energy Audit
The Company has continued to offer free energy audits to non-residential customers to help
identify energy-saving potential. Site inspections are conducted for customers’ business
premises to analyse their energy efficiency performance. In 2020, we completed more than
200 energy audits.

Smart Power Loan Fund
We also collaborated with banks to provide interest-subsidised loans to non-Government
and non-residential customers to help them implement energy-efficient enhancement
projects. Projects identified through the Smart Power Energy Audit and those approved
under the Smart Power Building Fund are also eligible to apply.
10 Customer Services

  Smart Power Care Fund
  The Smart Power Care Fund was set up to subsidise
  various sectors that needed to adopt a low-carbon
  lifestyle, improve the living environment and electrical
  safety.

   Eight Subsidy Programmes under Smart Power Care Fund

   Energy-efficient        A full subsidy capped at $500,000 per eligible premises for non-
   Community Subsidy       profit-making NGOs, transitional housing organisations and non-
   Programme               government schools to implement low-carbon living projects which
                           would enable users to adopt a low-carbon lifestyle and/or embrace
                           energy efficiency, improve the indoor environment and bring social
                           benefits. The scope of eligibility was extended to also include
                           small and medium enterprises (“SME”) serving sectors hard-hit
                           by the COVID-19 pandemic, including caterers, elderly homes,
                           laundry shops and so on, with full subsidy capped at $300,000.
                           Eligible projects include retrofitting, upgrading or new installation
                           of energy-efficient electrical facilities and equipment, installations
                           or appliances for kitchen, laundry or water heating.
   Smart to Care           A full subsidy capped at $300,000 per eligible premises for non-
   Subsidy Programme       profit-making NGOs serving the elderly, children or persons
                           with disabilities and rehabilitation centres to implement
                           gerontechnology or smart technology projects that provide an
                           energy-efficient, safe, comfortable and/or convenient environment
                           for users. The scope of this eligibility was also extended to non-
                           residential SME customers who provided caring, rehabilitation or
                           residential services to the elderly, children or persons with
                           disabilities with the full subsidy capped at $150,000.
   Energy-efficient        Subsidies capped at $50,000 and $150,000 for non-residential
   Equipment Subsidy       customers (except temporary supply and government accounts) to
   Programme               retrofit or install energy-efficient equipment.
   Energy-efficient        A one-off subsidy amounting to $5,000 for eligible households to
   Appliances Subsidy      replace existing or provide new energy-efficient electrical
   Programme               appliances or carry out handy improvement works for the safe use
                           of electricity.
   Sub-divided Units       An annual subsidy of $600 per eligible SDU household.
   Electricity Charges
   Relief Programme
   Sub-divided Units       A one-off subsidy capped at $15,000 per eligible SDU household
   Rewiring Subsidy        to rewire and install HK Electric’s individual tariff meters.
   Programme
   “Care and Share”        Giving out sets of dining coupons worth $250 each to eligible
   SME Caterers            families for use at participating eateries.
   Subsidy Scheme
   NGO Catering            A subsidy capped at $30,000 for each eligible NGO community
   Subsidy Programme       centre to purchase food and beverages from “Care and Share”
                           SME caterers for activities serving underprivileged families and
                           the needy.
Customer Services        11

Feed-in Tariff Scheme
HK Electric will purchase electricity generated by
grid-connected renewable energy power systems
(REPS) (solar photovoltaic and/or wind power
systems) of customers (except the Government) at
Feed-in Tariff (FiT) rates of $3 to $5 per unit of
electricity. This FiT rate will be fixed from the date
when the customer participates in the FiT Scheme
throughout the project life of the REPS or unti l
31 December 2033, whichever is earlier. By the end of 2020, about 130 such systems with
a combined capacity of about 2.3MW have been connected to the grid and have started
receiving FiT payment.

Renewable Energy Certificates
HK Electric offers Renewable Energy Certificates (REC) for customers to purchase in
support of the local development of renewable energy (RE). REC represents all
environmental attributes associated with electricity generated by HK Electric or purchased
through the FiT Scheme. It is available in blocks of 100 units of electricity at $0.5 per unit.
In 2020, about 3.5 million units of electricity generated from RE resources were sold, the
second year in a row of sold-out.

Smart Power EV Charging Solution

To reduce carbon emission, improve roadside air
quality and to support Hong Kong’s development into a
low-carbon and smart city, HK Electric has been
promoting the use of electric vehicles (EVs). Besides
providing the public with a free EV charging service,
HK Electric has also launched the Smart Power EV
Charging Solution to provide one-stop free service
to assist customers in implementing EV charging.
During 2020, we provided such services to more than 380 customers with their
enquiries and requests.

HK Electric provides free EV charging service on Hong Kong Island. Users can always locate
one of our charging stations within 15 minutes of driving.

          HK Electric has commissioned 12 EV charging stations at various         Location Map
          locations on Hong Kong Island, 10 of which are quick-charging
          stations that support different models of EVs. The promotion period
          for free service at these charging stations has been extended to
          the end of 2021.
12 Customer Services

  Smart Power for Data Centre
  To show support in the development of data centres in
  Hong Kong, HK Electric has provided data centre
  developers and operators with one-stop tailored services
  that include advice on site location selection, electricity
  supply solution as well as energy management.

  Smart Home & Workplace
  HK Electric has introduced energy-saving and safety tips about Smart Home & Workplace
  on its website for customers to use electricity smartly and in a safe manner. Through a range
  of Smart Power Services promoting energy efficiency, renewable energy and smart
  technologies, HK Electric has also strived to help customers turn their homes and
  workplaces smarter and greener.

  Smart Power Connect
  Smart Power Connect is a platform that engages its customers and stakeholders on Hong
  Kong's transition towards a low-carbon smart city. Through activities and events like visits,
  talks, workshops and seminars on energy efficiency, renewable energy, a low-carbon
  lifestyle, Smart Power Services, smart solutions and technologies, participants will get to
  know more about the latest in smart and green technologies.

  Smart Power Education Fund
                                      The Smart Power Education Fund supports initiatives
                                      that promote energy efficiency and conservation,
                                      renewable energy and low-carbon living among the
                                      younger generation as well as the general public. Key
                                      initiatives of the Fund include a signature programme,
                                      the Happy Green Campaign, as well as donations and
                                      sponsorships supporting various educational and
                                      promotional activities on environmental protection.

  Smart Power Gallery
  HK Electric has set up a Smart Power Gallery to better
  explain to different community sectors what are Smart
  Power Services, energy efficiency, renewable
  energy, climate change, smart city, and so on. It is
  a five-storey building located in Sheung Wan and is
  equipped with multi-media displays and interactive
  games. Besides physical tours of the Smart Power
  Gallery, virtual tours and remote learning are also
  provided on an online interactive platform. For enquiries, please call 2510 2701 or email
  SPG@hkelectric.com.
Customer Services        13

The Care We Show

Focus on Special Needs
Over the years, we have been providing services to those with special needs.

Elderly
•   Mini-website "Web for the Elderly" provides the useful information on electricity for
    senior citizens
•   Express counter with magnifying glasses and presbyopia spectacles have been set up
    at the Customer Centre

Visually-impaired
•   Braille bills and voice-assisted e-bill services
    available
•   Guide dogs are also welcome to visit the
    Customer Centre

Hearing-impaired
•   SMS enquiry service hotline (6681 3411)
•   Videos with sign language on the safe way to use electricity, handle supply interruptions
    and the efficient way to use electricity
•   Teleloop system is also available at the service counter
•   Counter staff also capable of communicating in basic sign language

Ethnic Minorities
•   Service pamphlets and key application forms in eight minority languages – Hindi (India),
    Bahasa Indonesia, Tagalog (the Philippines), Urdu (India/Pakistan), Japanese, Thai,
    Nepali and Korean

Life-Support Equipment Users
•   Set up a special registration for "life-support" equipment users. Prior notification will be
    given to such customers before any planned supply suspension is carried out

Concessionary Tariffs
Concessionary tariff schemes are offered to the elderly, the disabled, single-parent families
and the unemployed. Eligible customers can enjoy a 60% discount on the first 200 units of
electricity consumed every month and with the deposit and minimum charge waived. We
also provide "Super Saver Discount" to encourage energy conservation. Residential
customers with consumption not more than 100 units in a month are entitled to receive a 5%
discount on their bills.
14 Customer Services

  Caring for the Community
  Turning to the focus on environmental protection and elderly care the Company has been
  supporting green education and elderly care through various community and education
  programmes.

  Green Education
  The “Happy Green Campaign” continues to promote energy efficiency, renewable energy
  and a low-carbon lifestyle, encouraging youngsters and the public to be "greener" in their
  daily lifestyle.

                                      With the COVID-19 pandemic gripping the whole of
                                      2020, the campaign organised a series of educational
                                      activities online under the theme "Smart Power for Smart
                                      City". A series of animation was produced to illustrate
                                      what action could be taken to help transform Hong Kong
                                      into a Smart City. An interactive drama “Smart Power
                                      Alliance” was launched that same year calling for
                                      immediate green action to save our planet and attracted
  more than 3,300 participants, watching and learning online or on-site. The campaign’s mini-
  site continued to be enriched with online resources such as a mini-movie, interactive games
  and videos to enhance public understanding of a smart city and what we could do to
  contribute to its development.

  For the education sector, more than 480 schools joined
  the Happy Green School network with more than 40
  secondary schools students being recruited as "Happy
  Green Community Ambassadors" in 2020. They were
  trained online to learn about the different aspects of a
  smart city, to brush up on their presentation skills for
  their mission of promoting green in and beyond the
  campus. Around 100 students joined our STEAM
  workshops in 2020 to learn how to make smart lights or create smart planting systems.

  To support our member schools to organise green activities under the pandemic,
  special funding was granted to 27 Happy Green schools, while 15 past participating
  teams of the Green Energy Dreams Come True Competition received funding of
  $20,000 each to sustain or enhance their winning projects.

  During the year, our "Green Hong Kong Green"
  Campaign (co-organised with the Conservancy
  Association) continued to enhance public knowledge
  of local eco-heritage resources and encourage more to
  appreciate and treasure the environment despite the
  pandemic. While most physical eco-tours were
  suspended, we promoted our eco-heritage routes via
  different social media, including weekly posts o n
Customer Services       15

Facebook with topics ranging from ecological to historical knowledge, as well as videos
on YouTube that introduced various routes.

A new route in the Eastern District, “Eastern Sparkle”, will be
rolled out in 2021, completing GHKG’s footprint on Hong
Kong and Lamma islands with a total of 11 routes.

Elderly Care

                                    During the pandemic, we continued to extend care and
                                    love to the elderly through two technology-based
                                    services under our CAREnJOY for the Elderly
                                    programme, called “CAREnJOY Call-to-Care” and
                                    “CAREnJOY Non-stop” to keep single elders
                                    connected via the telephone and WhatsApp messages
                                    containing handy tips and useful information. In 2020,
we extended our care to 141 single elders and sent out 47 mobile messages, reaching more
than 6,800 single elders every week.

To promote active aging among local retirees, we
continued to run the U3A Network jointly with the Hong
Kong Council of Social Service. In 2020, we moved the
Smart Power Ambassador training online and
successfully groomed about 140 retirees to be more
green conscious. An incentive scheme was also
introduced to encourage U3A students to continue
learning at home.

Volunteer Services
While the pandemic largely reduced volunteering opportunities in 2020, the HK Electric
Volunteers Team continued to address community needs through online mentoring for
secondary students, packing anti-virus protective kits, cheering on healthcare
professionals and delivering food packages to needy families. Despite various
constraints, the team managed 291 services totalling 712 service hours, living out the
Company’s core value of “caring” during such difficult times.
16 Customer Services

  Keep Listening

  Customer satisfaction has always been one of our top
  priorities and we have conducted periodic surveys to
  gauge our performance. We meet regularly with
  members of the Customer Liaison Group to listen to
  their views and suggestions as this has proved a
  valuable forum to gather ideas and comments.
  Although this year face-to-face meeting could not take
  place due to the pandemic, we held online meeting
  instead to maintain dialogue with group members. The Quality Service Programme, the Mystery
  Caller Assessment Award and after-service surveys also help us evaluate our performances
  through customers’ perspective.

  To further improve services and implement new initiatives, our "We Meet on Friday" sessions
  are held regularly at the North Point Centre for customers to express their views on specific
  areas of our service. With the prevailing pandemic, “We Meet on Friday” surveys are
  conducted at counters with glass partitions segregating customers and staff as a preventive
  measure.

                                         To keep customers abreast of the Company’s latest
                                         developments, the "HK Electric On-line" is
                                         distributed quarterly with electricity bills to highlight
                                         company updates, our green initiatives and
                                         community work.

  Customers are always welcome to express their opinion through the Customer Suggestion
  & Feedback Form. We also encourage customers to tell us of exceptional staff performances
  by writing directly or by completing the Excellent Service Commendation Form.

                                             Customer Liaison
                                                  Group
                                                                             HK Electric
                                                                              On-line
                   Excellent Service
                 Commendation Form
                                                         Quality Service
                                                          Programme /
                                  We Meet
                                                          Mystery Caller
                                  on Friday             Assessment Award
Customer Services     17

Contact Us
Customer Centre
Telephone Number                        2887 3411
Email                                   cs@hkelectric.com
Address                                 9/F, Electric Centre, 28 City Garden Road,
                                        North Point, Hong Kong
                                        (Near Fortress Hill MTR Station)
Fax                                     2510 7667
SMS Enquiry Service                     6681 3411
"Account-by-Phone" Service (APS)        2887 3466 (24-hour Automated Telephone Service)
Change of Bill Language                 2887 3321 (24-hour Automated Telephone Service)
Account-On-Line (AOL) Service           https://aol.hkelectric.com/AOL/aol
Our Customer Centre offers a broad range of services related to customer electricity accounts,
such as application for supply, account transfer, meter reading and final accounts.

Installation Inspection, Meter Installation and Technical Enquiries
Telephone Number                        2887 3455
Email                                   sme-services@hkelectric.com
                                        (For Small and Medium-Sized Enterprises)
Fax                                     2510 7721
"Electricity-by-Phone" Service (EPS)    2887 3838 (24-hour Automated Telephone Service)
You can make appointments for installation inspection, meter installation and supply
connection within two working days in 1.5-hour time bands via the above channels or by
visiting the HK Electric website at www.hkelectric.com. You may request for fax or SMS
notification after confirmation of the inspection appointment time band. You can also opt for
SMS e-alert notification of inspection results and confirmation of their electricity supply
connection.

Website for SMEs                        www.hkelectric.com/sme

Customer Emergency Services Centre (24-hour)
Telephone Number        2555 4999      (Cantonese)           2555 4000       (English)
Fax                     2555 6637
SMS Enquiry Service     6681 3411

Customer Liaison Officers (Trenching Works)
Telephone Number        2814 3443 (24-hour)
18 Customer Services

    Smart Power Services
    Telephone Number       2510 2701
    Email                  SPS@hkelectric.com
    Website                www.hkelectric.com/SPS-en

    Smart Power Gallery
    Telephone Number       2510 2701
    Email                  SPG@hkelectric.com
    Address                10-12 Possession Street, Sheung Wan, Hong Kong
    Website                www.hkelectric.com/SPG-en

   General Enquiries
   Postal Address          G.P.O. Box 915, Hong Kong
   Email                   mail@hkelectric.com
   Website                 www.hkelectric.com

   Download the "HK Electric Low Carbon App"
   You can manage your account with the “HK Electric Low Carbon App”
   anytime, anywhere. It also includes occupancy status of EV charging
   stations with navigator function, as well as useful information on energy
   efficiency, safety and smart green tips, etc.
香港電燈有限公司
The Hongkong Electric Co., Ltd.

           www.hkelectric.com
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