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What's New

HK Electric has launched a new Virtual Assistant, Elsie

To further enhance customer experience, HK Electric has launched Virtual Assistant, Elsie who is an alternative enquiry channel to handle general enquiries, making it more convenient for customers to obtain information. Just enter the questions about customer services, Elsie will respond to your enquiries instantly. For details, please click here.

Change of Customer Centre Office Hours

With effect from 1 October 2019, the office hours of our Customer Centre (including the enquiry hotline of 2887 3411) are as follows:

Monday to Friday    9:00 AM to 6:00 PM
Closed on Saturdays, Sundays and Public Holidays

For any enquiries, please call us at 2887 3411 during office hours.

Bill payment made easy with AlipayHK

Since October 2017, HK Electric customers could arrange electricity bill payment via AlipayHK mobile app. To make bill payment even more convenient, customers can now use the new auto-debit payment feature via AlipayHK. Click here for details.

e-Bill and Autopay Promotion

To promote an environmentally friendly and low carbon lifestyle, electricity accounts changing to use both e-Bill and autopay services during the promotion period between 1 May and 31 December 2019 will be rewarded with a one-off $50 incentive for offsetting electricity charges or for donating to one of the designated green groups. For details, please click here.

Termination of Bill Payment & Cash Deposit Refund Services at Customer Centre

In response to changing market needs and for better use of resources, bill payment and cash deposit refund after closure of accounts are no longer processed at Customer Centre from 1 April 2019. Please click here for other payment methods. For deposit refund, please call our Customer Services Executives at 2887 3411 to arrange. Deposit will be refunded in the form of a crossed cheque.

Scan FPS QR code to settle electricity bills easily

Customers can simply use the mobile apps of Faster Payment System (FPS) participating banks and Stored Value Facilities (SVF) operators to scan the QR code on the electricity bills for payment, without inputting any further information. By using FPS, the bills can be paid anytime, anywhere by smartphones conveniently.

New Look for Electricity Bills

HK Electric introduces a newly designed electricity bill in October 2018 providing customers with more information. For details, please click here.

Awards for Outstanding Customer Services

HK Electric has won the "Service Retailers of the Year – Retail (Services) Category Award" for eight consecutive years and "2018 Excellence Award" in the Mystery Shopper Programme organised by the Hong Kong Retail Management Association (HKRMA). Customer Services Executive, Ms. Vinca Lau, has also won Gold Award under the "Public Utilities Category" of the 2018 Service & Courtesy Award (Junior Frontline).

Furthermore, the Call Centre and the Customer Emergency Services Centre have won the Gold award under "Mystery Caller Assessment Award" organised by Hong Kong Call Centre Association.

HKRMA Awards

HK Electric has won the "Service Retailers of the Year – Retail (Services) Category Award" for eight consecutive years and "2018 Excellence Award" in the Mystery Shopper Programme organised by the HKRMA.

S&C Awards

Customer Services Executive, Ms. Vinca Lau, has also won Gold Award under the "Public Utilities Category" of the 2018 Service & Courtesy Award (Junior Frontline).

HKCCA Award

The Call Centre and the Customer Emergency Services Centre have won the Gold award under "Mystery Caller Assessment Award" organised by Hong Kong Call Centre Association.

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