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What's New

Go Digital with Account Matters

We encourage customers to go digital with their electricity account matters. Customers can now check the status of various electricity account applications through the "Application Progress Tracking" on HK Electric's website. For details, please click here.

e-Bill and Autopay/FPS Promotion

To promote an environmentally friendly and low carbon lifestyle, electricity accounts switching to use e-Bill and autopay / Faster-Payment-System (FPS) during the promotion period between 1 June and 31 December 2021 will be rewarded with a one-off $30 incentive for offsetting electricity charges or for donating to one of the designated green groups. For details, please click here.

HK Electric has won "2020 Excellent Service Retailer of the Year"

HK Electric has won "2020 Excellent Service Retailer of the Year" and "2020 Quality Service Retailer of the Year – Retail (Services) Category" of Quality Service Programme organized by the Hong Kong Retail Management Association (HKRMA). Customer Services Executive, Ms. Peggy Au-Yeung, has attained 2020 Excellent Service Star and Silver Award under the "Retail Services Category" of the 2020 Service Talent Award (Junior Frontline). These awards are a great encouragement in recognition of our relentless efforts by our customer services team. We will continue to strive for providing excellent customer services to exceed customers' expectations.

Login "Account-On-Line" with the Government "iAM Smart"

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

HK Electric has won "Best-in-class" of "Mystery Caller Assessment Award (Commerce and Utilities)"

HK Electric has received a number of prestigious awards in the Hong Kong Customer Contact Association Award Presentation 2020. It is very honoured that the Call Centre has received the "Best-in-class" award under the "Commerce and Utilities" category. Further, the Call Centre and the Customer Emergency Services Centre have won the Gold award for ten consecutive years and six consecutive years under "Mystery Caller Assessment Award (Commerce and Utilities). Besides, the Call Centre has received the Silver Award in "Inbound Contact Centre of the Year (Public Service and Utilities)" and Ms. Emily Tan, Assistant Customer Services Manager, has won "Inbound Contact Centre Team Leader of the Year (Bronze Award)". These awards recognise our efforts in pursuing service excellence. We will strive to achieve total customer satisfaction by continually improving our services.

New Payment Channel

HK Electric customers can now pay their bills by cash at any Watsons Stores (except the one at Hong Kong International Airport) and get a $10 Watsons coupon*. Please present the barcode shown on the electricity bill or the payment QR code in the e-mail of the e-bill for making payment. For more payment methods, please click here.

* Terms and conditions apply, please refer to posters in Watsons Stores for details.

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.

Mystery Caller Assessment Award

The Call Centre has received the "Best-in-class" award under the "Commerce and Utilities" category again in the Hong Kong Call Centre Association Award 2020. The Call Centre and the Customer Emergency Services Centre have won the Gold award for ten consecutive years and six consecutive years under "Mystery Caller Assessment Award (Commerce and Utilities).

Hong Kong Retail Management Association Award

HK Electric has won "2020 Excellent Service Retailer of the Year" and "2020 Quality Service Retailer of the Year – Retail (Services) Category" of Quality Service Programme organized by the Hong Kong Retail Management Association (HKRMA).

Hong Kong Retail Management Association Award

Customer Services Executive, Ms. Peggy Au-Yeung, has attained 2020 Excellent Service Star and Silver Award under the "Retail Services Category" of the 2020 Service Talent Award (Junior Frontline).