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.
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.
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.
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.
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".
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.
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.
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.
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.
1. First, please click on "Virtual Assistant" button placed on the right side of the homepage of HK Electric Customer Services to open the window for conversation.
2. Click "Confirm" after reading the Important Notes.
3. Enter your questions by inputting text in the "Type your message" box at the bottom, or click on the relevant categories and questions from the "Select category" under "Related FAQs" on the left. Elsie will respond to your enquiry instantly.
(If you are using the mobile version of the page, please click "Frequently Asked Questions" at the bottom to open the "Select Category", and click on the relevant categories and questions.)
How to register for the "Account-On-Line" service?How to apply for e-bills?
Billing, Payment and Electricity Tariffs
What are the payment methods?What factors will contribute to the units consumed and the billing amount?
How to apply for Concessionary Tariff Schemes?Who is eligible to apply for Concessionary Tariff Schemes?
Customer Centre and Service Hotlines
What are the enquiry hotlines?What is the Customer Emergency Services Centre (24 hours)?
Customer Feedback and Engagement
How to commend the staff/ service?How to give feedback?
Energy Efficiency and Power Quality
How to estimate the electricity charges?How to save electricity effectively?
Smart Power Service
How to save electricity effectively?What is the scope of Smart Power Services?
Supply Connection and Services
How to apply for transfer of account?How to apply for the change of load?
Supply Rules, Standards and Policies
What are the Supply Rules?What is the Guide to Connection of Supply?
1. Elsie cannot handle account matters, service appointments or change of appointments, but feel free to ask Elsie about the relevant procedures/ information.
Moreover, Elsie cannot answer particular enquiries on a certain account. Please do not mention any of your personal information during conversation.
2. Elsie will suggest some relevant questions when she is not certain about your enquiry, please choose the most relevant suggested question. Alternatively, you can try to rephrase your question.
3. If Elsie cannot answer your question, you can click on the relevant categories and questions from the "Select category" under the "Related FAQ" on the left. Elsie will respond to your enquiry instantly.
(If you are using the mobile version of the page, you can click "Frequently Asked Questions" at the bottom of the page to open the "Select Category", and click on the relevant categories and questions.)
Click on the "Virtual Assistant" button and chat with Elsie now!