Customer Feedback & Engagement

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HK Electric Investments

About Us

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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Investor Relations

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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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.

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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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Smart Power Services

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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Our Operations

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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Sustainability

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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Our People

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 Feedback & Engagement

We value customer feedback for continuous improvements. If you have any thoughts or opinions from your experience with HK Electric, we are happy to listen.

Service Commendations

If you would like to commend our staff on their exceptional services, please tell us by completing the Excellent Service Commendation Form. You may also obtain this form at our Customer Centre in North Point.

Your valuable feedback and suggestions are the basis for us to formulate our future customer service improvement plans.

Our Customer Centre offers visitors a monthly “We Meet on Friday” conversation series in which we solicit opinions on specific service areas in a friendly and casual setting.

Feedback and Complaint

At HK Electric, we are committed to giving you the highest quality service. Although we aim to do our best, there are occasions when we might not meet your expectations. If you are unhappy with our service and would like to give us feedback or lodge a complaint, you can simply give us a call at our Customer Services hotline (852) 2887 3411 or complete the Customer Suggestion & Feedback Form. You may also obtain this form at our Customer Centre in North Point.

We endeavor to address your feedback or complaint at the first point of contact. Where this cannot be achieved, our aim is to resolve the problem within seven working days. Otherwise, we will keep you informed of the progress of our work.

We Meet on Friday

Our Customer Centre organises a monthly "We Meet on Friday" conversation series in which we solicit opinions on specific service areas in a friendly and casual setting.

Customer Liaison Group

The Customer Liaison Group (CLG) is an established platform for the Company to engage with our customers, providing valuable inputs to further improve our service. Group members comprise not only customers across our supply territory, but also various stakeholders who will bring different views and suggestions at CLG meetings. To know more about the Customer Liaison Group and its activities, please click here.

“We always work to listen and balance the interests of different stakeholders. In particular, we endeavour to strike a balance between the interests of our valuable customers and shareholders. We listen to customers carefully through different channels, ranging from day-to-day contact to large-scale seminars and public events as well as intensive discussions through our Customer Liaison Group. The voices of customers are incorporated to improve our services and strategy. Over the years, we have dedicated to providing value-for-money services to customers by delivering a safe, reliable, affordable and environmentally friendly electricity supply to them whilst offering investors a rate of return that encourages them to invest in our electricity supply infrastructure in the long term.”