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Special Arrangements for HK Electric Customer Services

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Special Arrangements for HK Electric Customer Services

28 Jul 2020

In response to the latest developments of the pandemic situation of COVID-19, and to minimise the risk of the virus spreading in the community, HK Electric will introduce the following special arrangements effective 29 July (Wednesday), until further notice:

Customer Centre

• Customer Centre (Electric Centre, North Point) will be temporarily closed until further notice

• For assistance, customers can reach us via Customer Service Hotline 2887 3411 or

• Access our corporate website www.hkelectric.com and handle electricity account matters through e-services

Customer Service Hotline

• The Customer Service Hotline on 2887 3411 will operate from 9am to 6pm, Monday to Friday as usual

• The Customer Emergency Services Hotline on 2555 4000 will operate 24 hours a day as usual

Meter Reading and Bill Delivery

• We strive to maintain meter reading and bill delivery services normal as usual, subject to the situation of COVID-19

• Meter reading on site is no longer necessary for some of the locations where smart meters have been installed and activated. In addition, we have ceased sending meter readers to take readings at buildings with confirmed/suspected cases recently, and also those high risk locations. Customers receiving estimated bills will have adjustments made later to reflect the actual consumption once the full meter reading service resumes

• Customers can check billing and account information via the Account-On-Line" (AOL) service anytime, anywhere. Simply scan the "e-Bill Registration" QR code on the electricity bill and take a few steps to register e-bill via the AOL service

Taking this opportunity, HK Electric appeals to customers to go digital with their billing matters, by subscribing to a host of e-services, e-bill and e-payment. We will continue to keep track of the latest developments and regularly review our customer services as we ask for customers’ kind understanding during this period.