Customer Service Standards

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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.

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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.

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Customer Services

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.

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To satisfy the aspirations from the community, and in support of Government’s energy and environmental policy objectives, HK Electric has launched a suite of "Smart Power Services".

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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.

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HK Electric Investments is committed to meeting the long-term energy needs and supporting the sustainable development of the community we serve. To do this, we focus not only on powering Hong Kong with a world-class electricity supply, but also on the way we deliver it and the impacts it has on the environment.

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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.

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Customer Service Standards

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 2021 with the results below:

Customer Service Standards	Standards in 2022	Actual Results in 2021
Electricity Supply
Reliability Rating of Electricity Supply	Better than 99.999%	Better than 99.9999%
Average Notification Period before Planned Suspension of Electricity	7 days in advance	21.28 days in advance
Average Time for Supply Restoration after Interruption of Supply	Within 2 hours	56 minutes
Site Investigation for Power Quality Enquiries	Within 3 working days	Achieved
Connection Of Supply
Connection Of Supply
Not Requiring Installation Inspection	Within the next working day	Achieved
After Satisfactory Installation Inspection	Within the same day	Achieved
Installation Inspection Appointment
Provide Appointment for Installation Inspection	Within 2 working days	Achieved
Appointment Punctuality (within a 1.5-hour time band)	Better than 99.8%	Achieved
Reconnection of Supply after Payment of Outstanding Charges	Same day as payment is received	Achieved
Electricity Accounts & Meters
Closure of Electricity Account at Customer Request	Within 2 working days	Achieved
Deposit Refund by Cheque after Full Authorisation by Customer and Closure of Account	Within 5 working days	Achieved
Special Request on Meter Reading	Within the next working day	Achieved
Processing of Concessionary Tariff Application upon Confirmation from Assessment Centre	Within 2 working days	Achieved
Meter Testing	Accuracy traceable to international standards via HOKLAS accredited standards laboratory	Achieved
Customer Enquiries
Average Waiting Time for Counter Services at Customer Centre	Less than 3.5 minutes	2.14 minutes
Reply to Written Enquiries on Customer Accounts	Within 3 working days after receipt	Achieved
Site Investigation for Electricity Consumption Enquiries	Within 3 working days	Achieved
Emergency Services
Average Waiting Time for Telephone Calls to Customer Emergency Services Centre	Less than 9 seconds	2.79 seconds
Average Arrival Time at Scene in Urban Areas in Response to Emergency Calls	Less than 28 minutes	19 minutes
Customer Satisfaction
Average Customer Satisfaction Index (5-point scale)	Better than score 4	Score 4.69