HK Electric Investments is the first fixed single investment trust listed in Hong Kong with a focus on the power industry. Our principal operating subsidiary, The Hongkong Electric Company, Limited (HK Electric), commenced operations in 1890 and is one of the longest-established utility companies in the world.
Over our long history, we have consistently supported Hong Kong's economic journey by offering safe, reliable and affordable electricity while minimising the impact of our operations on the environment as we strive to deliver sustainable growth in long-term value to our investors.
HK Electric Investments believes that open and on-going communication with our stakeholders is central to our operation and development. We engage different stakeholders through a variety of channels and stakeholder suggestions and feedback are highly valued in our decision making process as we strive for continuous improvements.
Underpinned by its core value of "Pursuit of Excellence", HK Electric is committed to delivering excellent services and supply reliability to our customers. We have been providing a world-class supply reliability of over 99.999% since 1997 and all our service standards are achieved or even surpassed every year.
As modern families aspire to an eco-friendly lifestyle, HK Electric promises its customers a green and comfortable way of life made possible by the use of electric appliances.
HK Electric is one of the longest-established power companies in the world. The Company has a world-class record of providing a highly reliable electricity supply to Hong Kong and Lamma islands at a reasonable and affordable price.
HK Electric has been the power behind Hong Kong for more than 120 years, having established a long and fruitful partnership with the community. While our prime mission is to provide a world-class electricity supply, we focus not only on the results, but also on the way we deliver them.
HK Electric aspires to be an employer of choice. We have policies and systems in place to attract talents and through continuous training and development, nurture them for a fulfilling career. We offer competitive remuneration, an ideal workplace and comprehensive wellness programmes for our employees while maintaining regular and open dialogues with them.
We are committed to providing quality service for our customers and in pursuit of this we have established a set of pledged Service Standards to our customers.
All service standards have been achieved or even surpassed in 2019 with the results below:
Customer Service Standards
Standards in 2020
Actual Results in 2019
Reliability Rating of Electricity Supply
Better than 99.999%
Better than 99.999%
Average Notification Period before Planned Suspension of Electricity
7 days in advance
17.52 days in advance
Average Time for Supply Restoration after Interruption of Supply
Within 2 hours
Site Investigation for Power Quality Enquiries
Within 3 working days
Connection Of Supply
Within the next working day
Within the same day
Installation Inspection Appointment
Within 2 working days
Better than 99.8%
Reconnection of Supply after Payment of Outstanding Charges
Same day as payment is received
Electricity Accounts & Meters
Closure of Electricity Account at Customer Request
Deposit Refund by Cheque after Full Authorisation by Customer and Closure of Account
Within 5 working days
Special Request on Meter Reading
Processing of Concessionary Tariff Application upon Confirmation from Assessment Centre
Accuracy traceable to international standards via HOKLAS accredited standards laboratory
Average Waiting Time for Counter Services at Customer Centre
Less than 3.5 minutes
Reply to Written Enquiries on Customer Accounts
Within 3 working days after receipt
Site Investigation for Electricity Consumption Enquiries
Average Waiting Time for Telephone Calls to Customer Emergency Services Centre
Less than 9 seconds
Average Arrival Time at Scene in Urban Areas in Response to Emergency Calls
Less than 28 minutes
Average Customer Satisfaction Index (5-point scale)