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What's New

Pay Your Bill with HK Electric App

Customers can settle the bills with Faster Payment System (FPS) or AlipayHK through the HK Electric App directly.

The App also helps you manage your electricity accounts at your fingertips and let you have a good understanding on the electricity consumption pattern to achieve efficient use of electricity. For details, please click here.

Latest Arrangements for Customer Services

For supporting Vaccine Pass requirements and safeguarding the health of our staff and customers, commencing 1 August 2022, customers have to show their vaccination record with three doses of COVID-19 vaccine for entering our Customer Centre in addition to scanning the venue QR code by "LeaveHomeSafe" app. 

Customers can process and manage majority of the electricity accounts matters via Account-On-Line service and online forms on our website; or call our customer service hotline 2887 3411 (9am to 6pm; Monday to Friday).

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 May and 31 December 2022 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.

The new HK Electric App is now available!

The newly revamped HK Electric App introduces a series of upgraded functions, bringing customers to a new service experience. The upgraded App helps you manage your electricity accounts at your fingertips and let you have a good understanding on the electricity consumption pattern to achieve efficient use of electricity. For details, please click here.

HK Electric won the "2021 Excellent Service Retailer of the Year- Flagship Store" in the Quality Service Programme 2021 of the Hong Kong Retail Management Association (HKRMA)

HK Electric successfully stood out from more than 100 organizations and brands in the "2021 HKRMA Annual Award Presentation" and won the "2021 Excellent Service Retailer of the Year – Flagship Store" for 4 consecutive years and "2021 Quality Service Retailer of the Year – Retail (Services) Category". The entire frontline team is committed to providing quality customer services to achieve such outstanding results. For the individual awards, we won the Silver Award and the Excellent Service Star under Junior Frontline – Retail Services.

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

HK Electric has received fabulous results in the Hong Kong Customer Contact Association Award 2021. It is a great honour that the Call Centre has been awarded the "Best-in-Class" under the "Public Service and Utilities" category for the 2nd consecutive year. The Call Centre and the Customer Emergency Services Centre have also won the Gold award under the "Mystery Caller Assessment Award (Public Service and Utilities)" for 11 and 7 consecutive years respectively. For the individual awards, we received the "Inbound Contact Centre Team Leader of the Year (Merit)" and "Inbound Contact Centre Representative (Merit)". With our core value of "Pursuit of Excellence", we will strive to uphold our highest standard of services, aiming to provide excellent services to our customers.

HK Electric has won the "Best in Future of Industry Ecosystems" in the 2021 IDC Future Enterprise Awards for Hong Kong

By launching the integrated digital solution for "Care and Share" SME Caterers Subsidy Scheme, Customer Services Division won the "Best in Future of Industry Ecosystems" in the 2021 IDC Future Enterprise Awards for Hong Kong, organised by International Data Corporation (IDC) Asia/Pacific.

HK Electric has won the "Gold Award" and "Outstanding Impact Award" in SDG Achievement Awards Hong Kong 2021

By promoting Smart Power Services, Customer Services Division won both the "Gold Award" and "Outstanding Impact Award" in SDG Achievement Awards Hong Kong 2021, organised by Green Council.

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.

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 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.

HK Electric won the "2021 Excellent Service Retailer of the Year- Flagship Store" and the "2021 Quality Service Retailer of the Year – Retail (Services) Category in the HKRMA Quality Service Programme.

HK Electric won the "2021 Excellent Service Retailer of the Year- Flagship Store" and the "2021 Quality Service Retailer of the Year – Retail (Services) Category in the HKRMA Quality Service Programme.

The Call Centre was awarded the "Best-in-Class" under the "Public Service and Utilities" category for the 2nd consecutive year.

The Call Centre was awarded the "Best-in-Class" under the "Public Service and Utilities" category for the 2nd consecutive year.

2021 IDC Future Enterprise Awards for Hong Kong

By launching the integrated digital solution for "Care and Share" SME Caterers Subsidy Scheme, Customer Services Division won the "Best in Future of Industry Ecosystems" in the 2021 IDC Future Enterprise Awards for Hong Kong, organised by International Data Corporation (IDC) Asia/Pacific.

SDG Achievement Awards Hong Kong 2021

By promoting Smart Power Services, Customer Services Division won both the "Gold Award" and "Outstanding Impact Award" in SDG Achievement Awards Hong Kong 2021, organised by Green Council.