Customer Service Standards客戶服務標準 2O17

指尖上的卓越服務In Touch with Service Excellence

港燈承諾提供優質的客戶

服務。

我們以超越客戶的期望為目

標，並會不斷改善我們的服

務，務求令客戶稱心滿意。

為此，我們致力本着以客

為本、服務為先及關愛為重

的原則服務客戶。

目錄

CustomerServicesPolicy

HK Electric is committed to excellent

customer services.

We aim to exceed customers’ expectations

and achieve total customer satisfaction by

continually improving our services.

To accomplish this, we will strive to be

customer-focused, service-oriented and

caring in the way we serve our customers.

Contents

客戶服務政策

客戶服務政策Customer ServicesPolicy 01

目錄Contents

董事總經理前言

01

Message from the Managing Director 03

我們的服務承諾Our Commitment

05

獎項及嘉許Awards and Recognition

07

以真摯、有禮及忠誠的態度為客戶服務

誠實可靠，以專業服務贏取客戶的信任

待客為先，迅速回應客戶的要求

客戶的意見及建議，定必重視

服務持續改善，並透過持份者的參與，不斷追求卓越

務求為社羣增添關愛，提供適切的客戶服務

為客戶訂立及履行服務承諾

先了解客戶的需要，並參照市場最佳的運作模式，完善業務流程

待R

服I

為E

誠E

客V

務C

先S

以S

專業及便捷的服務Professional and Convenient Services 09

環保生活Eco-Living

11

商務服務Business Corner

關心社群

13

The Care We Show14

Keep Listening17

細心聆聽

Contact Us18

聯絡我們

In addition, we will:此外，我們會恪守：

Serveour customers with sincerity, courtesy and integrity

Earnthe trust of our customers by being professional and reliable

Respondpromptly to customers’ requests

Valueand respect customers’ views and suggestions

Improveservices and engage stakeholders in our continuous pursuit of excellence

Carefor the community and provide customised services

Establishand deliver service pledges

Satisfy customers’ needs and align our business processes with best practices

在過去逾一百二十五年，港燈致力為香港島及南丫島的客戶提供

安全可靠而價格合理的電力服務。自一九九七年起，我們更一直

保持供電可靠度逾99.999%的世界級水平。二零一七年，我們 透過兩項特別回扣 —「地租及差餉特別回扣」及「燃料費特別回扣」，連續第二年調低電費，使淨電費整體減幅達17.2%。港燈於本年四月與政府簽訂新一份為期十五年之《管制計劃協議》，

由二零一九年一月一日起生效，期望在新協議下，繼續與政府以

及市民大眾㩗手合作，為香港建設低碳未來。

秉承港燈「求卓越」的信念，我們於二零一六年繼續成功達到或

超越所有十八項服務標準，榮獲多個在業界極具代表性的獎項，

再次肯定了我們在客戶服務的卓越表現。其中最為鼓舞的，是

於二零一七年榮獲香港管理專業協會頒發「優質管理獎」最高

榮譽大獎，以表揚港燈一直致力推動和落實優質管理的工作。另

外，我們於二零一六年獲香港零售管理協會頒發「卓越成就獎」

這項最高榮譽。此獎項是授予該協會「神秘顧客計劃」中連續第

二年成為全場所有組別最高得分者。

我們繼續推動電子服務，為了讓客戶更方便處理電力賬戶，我們

推出電子賬單及繳費服務（EBPP），客戶可經網上銀行戶口查閱及繳付電費。我們鼓勵客戶透過網上表格申請各種賬戶服務及

「網上通」服務隨時查閱賬戶資料，及透過智能手機出示隨電子

賬單發出的二維碼於便利店繳交電費。

由二零一七年四月一日起，我們推出繳付賬單新安排。如客戶

電費結欠少於港幣一百五十元而未有安排自動轉賬繳付電費，有

關費用將全數撥入下期賬單一併計算，客戶無需即時繳付，此

安排旨在節省客戶安排繳付小額賬單的時間。

另外，為協助更多住宅大廈改善樓宇的能源效益，港燈由二零

一七年起提高「智『惜』用電基金」的資助上限，由目前的港幣

二十萬元倍增至四十萬元。若備有充足理據及可突顯大幅改善能

源效益的特殊情況下，資助金額更可增至五十萬元，希望鼓勵更

多住宅樓宇進行提升能源效益的工程。

港燈一直鼓勵更多人使用較環保的電動車，以改善香港路邊空氣質素。我們將免費充電服務推廣期延長至二零

一七年底，並已於年內新增了三個多制式快速充電站，及將原有的六個標準充電站升級為中速或快速充電站。

此外，我們新增網上評估工具「電動車充電易話你知」，協助客戶為大廈安裝電動車充電設施。在二零一六年

的國際汽聯電動方程式錦標賽香港站，港燈更成為大會指定能源伙伴，透過提供電力及賽事的電力技術支援，

為此國際級盛事注入源源動力。

我們積極支持香港發展為智慧城市，為客戶提供有效用電的專業知識。港燈

將繼續用心提升服務質素，及加強與客戶的溝通和聯繫，讓客戶享有更方便

及貼心的服務。

親愛的客戶：

董事總經理

尹志田

董事總經理前言

董事總經理前言03

Message fromthe ManagingDirector

04Message from the Managing Director

Dear Customers,

For more than 125 years, HK Electric has been committed to powering Hong Kong and Lamma islands with a safe and reliable electricity supply at reasonable costs. We have also reduced our net tariff for the second consecutive year. With two special rebates - “Special Rent & Rates Rebate” and the “Special Fuel Rebate” - we offered a 17.2% reduction in our net tariff in 2017 while maintaining a world-class standard of electricity supply of more than 99.999% reliability since 1997. HK Electric has entered into a new Scheme of Control Agreement (SCA) with the Government, effective for 15 years from 1 January 2019. Working hand-in-hand with the Government and the community, we are committed to building a low-carbon future for Hong Kong.

At HK Electric, the core value of "Pursuit of Excellence" has driven us to serve and exceed the expectations of our customers. We have also accomplished and surpassed all the 18 pledged service standards again in 2016. Our excellent service has yielded several prestigious awards from renowned organisations. New height was reached when we collected the most notable accolade, the Grand Award of the 2017 HKMA Quality Award, in recognition of the Company's commitment to developing and deploying total quality management. In addition, we won the “2016 Service Retailers of the Year – Excellence Award”, the highest honour under the Mystery Shopper Program that acknowledged usas the champion company for the second year running, presented by the Hong Kong Retail Management Association.

In our continuous effort to promote electronic services and provide better convenience to customers, we joined the Electronic Bill Presentment and Payment (EBPP) Service to offer another convenient e-channel for customers to receive e-bill summaries and pay their electricity bills through internet banking. Also available are electronic forms for on-line applications of various account services and the “Account-On-Line” service for viewing account information. Customers who are mobile-savvy can simply present the QR code that comes with their e-bills together with their smartphones at any convenience store to make such payments.

On 1 April 2017, we also introduced a new arrangement to provide further convenience to customers who have electricity bill balances below $150 and are not using the autopay service. This balance will be brought forward to the next bill and no immediate settlement is required.

To promote energy efficiency projects, HK Electric had doubled the upper limit of the subsidy granted under the “Smart Power Fund” from HK$200,000 to HK$400,000 effective 1 January 2017. And under special and justified circumstances that greater improvement can be made in energy efficiency, funding can go up to HK$500,000. We hope that this would encourage additional measures to improve energy efficiency in such buildings.

HK Electric has also been promoting the wider use of electric vehicles (EVs) to reduce roadside emissions. We have extended the free EV charging service at our charging stations until the end of 2017. We installed three more multi-standard EV quick charging stations and upgraded six standard charging stations to medium and quick charging stations. In addition, an on-line tool, the “Smart EV Charge Easy Online Advisor”, was launched to add value to our existing "Drive EV Charge Easy" service. This will help customers wishing to set up EV charging facilities in their buildings. Another milestone reached in 2016 was our support to the first-ever FIA Formula E Hong Kong ePrix. HK Electric was the official energy partner offering reliable energy supply and electricity-related technical arrangement to the competition.

We are also keen to support Hong Kong’s development into a smart city and share our expertise with customers on the smarter use of electricity. HK Electric will continue to enhance our service and strengthen our communications with customers to bring more convenience and quality service whenever possible.

Wan Chi-tinManaging Director

超過99.998%

7天前

兩小時內

3個工作天內

2017年客戶服務標準

電力供應電力供應可靠程度

預先通知暫停供電平均通知時間

電力中斷後平均恢復電力時間

電能質量查詢的現場調查

服務種類

少於3.5分鐘

少於9秒

接獲查詢後7個工作天內

3個工作天內

客戶查詢客戶中心櫃位服務平均等候時間

由客戶服務代表接聽電話查詢平均

等候時間

回覆有關賬戶的書面查詢

耗電量查詢的現場調查

1.92分鐘

8.96秒

達到標準

達到標準

少於9秒

少於28分鐘

緊急召援致電客戶緊急服務中心平均等候時間

回應市區內緊急召援之平均到達

現場時間

1.5秒

19.6分鐘

超過99.999%

16.5天前

1小時14分鐘

達到標準

兩個工作天內

5個工作天內

下一個工作天內

兩個工作天內

標準實驗室的計量準確程度

獲「香港實驗所認可計劃」

認可，追溯至國際標準

電力賬戶及電表因應客戶要求終止電力賬戶

客戶辦妥所有授權手續及取消賬戶後，

以支票退回按金

申請提供特別讀表服務

收到審核中心確認後，處理有關電費

優惠計劃的申請

電表測試

達到標準

達到標準

達到標準

達到標準

達到標準

下一個工作天內

即日內

兩個工作天內

超過99.7%

收到繳費後當日

電力接駁 電力接駁

– 毋須裝置檢查– 檢查裝置滿意後

預約裝置檢查

– 提供預約裝置檢查– 按預約時間準時到達

(在1.5小時時段內)

清繳逾期電費後重新接駁電力

達到標準

達到標準

達到標準

達到標準

達到標準

2016年成績

Our Commitment我們的服務承諾

我們的服務承諾05

06Our Commitment

ServicesProvided

Service Standards in 2017

Actual Results in 2016

Electricity SupplyReliability Rating of Electricity Supply Better than 99.998% Better than 99.999%

Average Notification Period before 7 days in advance 16.5 days in advancePlanned Suspension of Electricity

Average Time for Supply Restoration after Within 2 hours 1 hour 14 minutesInterruption of Supply

Site Investigation for Power Quality Enquiries Within 3 working days Achieved

Connection of Supply Connection of Supply– Not Requiring Installation Inspection Within the next working day Achieved– After Satisfactory Installation Inspection Within the same day Achieved

Installation Inspection Appointment– Provide Appointment for Installation Inspection Within 2 working days Achieved– Appointment Punctuality Better than 99.7% Achieved

(within a 1.5-hour time band)

Reconnection of Supply after Payment of Same day as payment is AchievedOutstanding Charges received

Electricity Accounts & MetersClosure of Electricity Account at Customer Request Within 2 working days Achieved

Deposit Refund by Cheque after Full Authorisation Within 5 working days Achievedby Customer and Closure of Account

Special Request on Meter Reading Within the next working day Achieved

Processing of Concessionary Tariff Application upon Within 2 working days AchievedConfirmation from Assessment Centre

Meter Testing Accuracy traceable to Achievedinternational standards via HOKLAS accredited Standards Laboratory

Customer Enquiries

Average Waiting Time for Counter Services at Less than 3.5 minutes 1.92 minutesCustomer Centre

Average Waiting Time for Telephone Enquiry Services Less than 9 seconds 8.96 secondsby Customer Services Representatives

Reply to Written Enquiries on Customer Accounts Within 7 working days after receipt Achieved

Site Investigation for Electricity Consumption Enquiries Within 3 working days Achieved

Emergency Services Average Waiting Time for Telephone Calls to Less than 9 seconds 1.5 secondsCustomer Emergency Services Centre

Average Arrival Time at Scene in Urban Areas in Less than 28 minutes 19.6 minutesResponse to Emergency Calls

品質管理

我們早於1995年開始參與ISO 9000計劃，我們現時獲取了9張ISO 9001品質檢定認可證書，涵蓋各服務範疇，充分反映公司致力提供高質素服務。

2017香港管理專業協會「優質管理獎」大獎

香港零售管理協會「神秘顧客計劃」• 三個評審季度（2015年10月至12月、2016年1月至3月及2016年4月至6月）獲評選為零售（服務）組別服務領袖

• 兩個評審季度獲評選為零售（服務）行業服務領袖： 2016年4月至6月（銀獎）及2016年7月至9月（銅獎）

• 2016年最佳服務零售商 – 零售（服務）組別• 2016年卓越成就獎

企業/客戶服務

獎項及嘉許

獎項及嘉許

我們在二零一六年獲頒發多個

在業界極具代表性的獎項，

當中主要獎項包括：

07

Awards and Recognition

In 2016, we received a number of prestigious awards that honoured our performance in different aspects of our operation. These include:

Corporate/Customer Services

The Hong Kong ManagementAssociation Quality Award 2017Grand Award

Hong Kong Retail Management Association – Mystery Shoppers Programme• Service Category Leader – Retail (Services) Category in three assessment

periods: October to December 2015, January to March 2016 and April to June 2016

• Service Industry Leader in twoassessment periods: April to June2016 (Silver Award) and July to September 2016 (Bronze Award)

• 2016 Service Retailers of the Year– Retail (Services) Category

• 2016 Service Retailers of the Year– Excellence Award

亞太顧客服務協會「國際傑出顧客關係服務獎」• 最佳公共服務（公用事業）• 5項個人獎項Asia Pacific Customer Service Consortium – International Customer Relationship Excellence Awards• Public Service of the Year (Public Utility)• 5 Individual Awards

2016香港客戶中心協會大獎神秘客戶撥測大獎（商貿及公用事業）－ 金獎

Hong Kong Call Centre Association Awards 2016Mystery Caller Assessment Award (Commerce and Utilities) – Gold Award

Hong Kong Star Brands Award 2016(Enterprise)

2016 中小企業最佳拍檔獎2016 Best SME’s Partner Award

香港星級品牌2016（企業獎）

Quality Management

As a demonstration of our commitment to quality service and continuous improvement, we have launched our ISO 9000 mission since 1995 and currently obtained nine ISO 9001 certificates which cover all our service areas.

客戶的讚賞反映對公司服務的滿意程度，亦是鼓勵同事努力做得更好的最大原動力。去年我們接獲的客戶讚揚信創新高，達一千八百零三封。為客觀評價及比較員工與業界的服務水平，我們參加了神秘顧客計劃及神秘來電計劃比賽，每年都獲多項佳績。

室內空氣質素檢定計劃卓越/良好級別室內空氣質素檢定證書

Environmental Performance

Indoor Air Quality Certification SchemeExcellent/Good Classes IAQ Certificates

Hong Kong Green Organisation Certification • Hong Kong Green Organisation• Excellence Level/ Good Level Energywi$e Certificates• Two Excellence Level Wastewi$e Certificates

CarbonCare® Label Scheme 2016CarbonCare® Label (Level 2)

BOCHK Corporate EnvironmentalLeadership Awards 2015 Manufacturing Sector: Bronze Award

LEED (Leadership in Energy andEnvironmental Design) Certification Gold Rating (Commercial Interiors)

FoodEver WasteNever Awards

WasteNever Award — Diamond Class

FoodEver Award — Diamond Class

We received a record of 1,803 commendations from customers in 2016. To further assess our performance against industry standards, we enrolled in the Mystery Shopper Programme and the Mystery Caller Programme and received prestigious honours in both schemes.

香港綠色機構認證計劃 • 香港綠色機構• 卓越級別/ 良好級別節能證書• 兩張卓越級別減廢證書

2016 年度「低碳關懷標籤」計劃 低碳關懷標籤（第二級別）

中銀香港企業環保領先大獎 2015製造業：銅獎

綠色建築認證系統黃金級（商業室內設計）

「傳承惜食」大獎

惜食成就獎 — 鑽石級

惜食傳承獎 — 鑽石級

良好工作場所整理比賽 2016 –17 • 其他行業組別：金獎• 良好工作場所整理最佳演繹獎：金獎

Occupational Safety and Health

Good Housekeeping Competition 2016 –17 • Other Industries Category: Gold Award• Good Housekeeping Best Performance Award:

Gold Award

第十五屆香港職業安全健康大獎• 其他行業組別：安全表現大獎• 宣傳推廣大獎：金獎• 安全文化大獎：金獎The 15th Hong Kong Occupational Safety & Health Award • Other Industries: Safety Performance Award• Safety Promotion Award: Gold• Safety Culture Award: Gold

社區服務Community Services

「商界展關懷」標誌 5年Plus「商界展關懷」標誌Caring Company Award 5 Years Plus Caring Company Logo

「商界展關懷」計劃 2015/16 特別獎項：傑出夥伴合作計劃獎

Caring Company Scheme2015/16 Special Awards: OutstandingPartnership Project Award

公益金商業及僱員募捐計劃2015/16• 銀獎• 僱員募捐計劃最高籌款機構第九名The Community Chest Corporate and Employee Contribution Programme 2015/16 • Silver Award• 9th Top Fund-raiser Award

2015/16 年度家庭友善僱主獎勵計劃企業組• 家庭友善僱主•「特別嘉許」獎2015/16 Family-FriendlyEmployers Award SchemeCorporations Category• Family-Friendly Employers• Special Mention Award

2016 無障礙網頁嘉許計劃（網站組別）金獎級別

Web Accessibility Recognition Scheme 2016(Website Stream)Gold Award

職業安全與健康

客戶嘉獎Commendations

環保表現

Awards and Recognition 08

「網上通」服務

「網上通」為客戶提供24小時互動查詢賬戶資料服務。 客戶登記「網上通」服務後，可隨時透過我們的網頁或

「港燈低碳App」查閱電費單、電費結餘、近期賬單、 繳費及25個月用電紀錄等。客戶亦可安排以電子郵件、 短訊及/或傳真收取每月電費單。此外，客戶亦可透過網上表格申請各種賬戶服務，簡易快捷。

09

電子賬單為地球減碳

Professional andConvenient Services

A Wide Variety ofElectronic Services for Customers

“Account-On-Line” (AOL) Service

The “Account-On-Line” (AOL) service provides customers with round-the-clock interactive access to their electricity accounts. After registration with AOL, customers can view their bill statements, account balance, recent billing and payment records as well as 25 months consumption history through our corporate website or “HK Electric Low Carbon App”. Customers can also arrange to receive their monthly bills by e-mail, SMS and/or fax through this service. In addition, customers can use the e-forms to apply for various account services.

Go Low Carbon, Use e-Bills港燈於二零一七年六月推出「香港特區二十周年電子賬單

自動轉賬三重賞」，鼓勵更多客戶轉用電子服務，支持環保

及推廣低碳生活，詳情請參閱港燈網頁。

To encourage more customers to switch over to electronic services to support an environmentally friendly and low carbon lifestyle, “HKSAR 20th Anniversary e-Bill and Autopay Win-Win-Win” was launched in June 2017. For details, please refer to our website.

電子賬單的二維碼QR Code on e-Bill已登記電子賬單的客戶可透過智能手機出示隨賬單發出的

二維碼(QR code)，於便利店繳交電費。

e-Bill customers can make payments at any convenience store, simply by presenting the QR code, which comes with their e-bills, together with their smartphones.

專業及便捷的服務

「港燈低碳App」應用程式提供多元化及實用功能，包括 「網上通」服務、客戶服務資訊、多種服務的電子表格、

提升能源效益資訊及節能小貼士、低碳電器用品介紹，以

及「電動車充電易話你知」分析工具，提供有關電動車及

電動車充電設備的資訊等。「港燈低碳App」於iPhone及Android平台均可使用。

電子賬單及繳費服務

我們支持環保，致力為客戶提供更多元化的電子服務。

客戶可登記使用電子賬單及繳費服務(EBPP)，經網上銀行戶口查看及繳付電費。

e-Payment Service

Electronic Bill Presentment andPayment (EBPP) Service

We are environmentally friendly and always strive to provide more convenient services to our customers. HK Electric customers can register for EBPP Service through their internet banking accounts to receive e-bill summary and settle their electricity bills.

自動轉賬Autopay選擇以自動轉賬繳費的客戶，除可省卻繳費時間和郵費

外，即使身處外地，亦可自動繳交電費，既方便又環保。

Customers who settle electricity bills by autopay can save time and postage. Bills will be paid automatically even when the customer is travelling abroad. Autopay definitely brings convenience and environmental benefits to all concerned.

「電子支票存票箱」e-Cheque Payment Service 客戶可上載電子支票到港燈網頁上的「電子支票存票箱」

繳交電費。

Customers can pay bills by uploading e-cheques through our “e-Cheque Drop Box” on our corporate website.

電子繳費服務

iPhone用戶

Our Low Carbon App

iPhone UsersAndroid用戶Android Users

港燈低碳App

多元化的電子服務

專業及便捷的服務

技術及電能質量建議

《接駁電力供應指南》為客戶及電業承辦商提供供電申請

程序、界面要求、電能質量，以及各種最新服務的詳細

資料。

我們設有「客戶關係管理計劃」，客戶大使定期拜訪企業

客戶，就技術及賬戶事宜提供一站式服務。

我們亦向機電工程顧問提供外展服務，歡迎機電工程顧

問、註冊電業承辦商/工程人員訂閱我們在網上的「e-電工快訊」。該電子刊物為業內人士提供客戶裝置與港燈供電設

備的最新界面設計及服務等資訊。

為讓客戶了解電能質量及如何保障重要設施的電力供應，

港燈在電燈中心設立了電能質量中心，歡迎客戶致電熱線

2887 3455預約參觀。

The “HK Electric Low Carbon App” is a multifunctional platform providing “Account-On-Line” service, customer services information, electronic forms for various services, tools and tips on enhancing energy efficiency, low carbon electrical appliances and Smart EV Charge Easy Online Advisor tool with information on electric vehicles and charging facilities. This app is available on both iPhone and Android platforms.

Log on our “Account-On-Line” service to view accounts information

Green tips and relevant information

Energy efficiency and electricity safety information

Other Services for Convenience

New Bill Payment Arrangement for Customers’ Convenience

A new arrangement has been set up for customers with small electricity bill balances. Effective 1 April 2017, bill balances below $150 will be carried forward to the next bill and no immediate settlement is required. This new arrangement helps saving time for customers to arrange settlement of bills of small amount. Accounts using autopay do not apply.

24-hour “Account-by-Phone” Service

Customers can check account information and electricity bill, payment methods and tariffs through 24-hour “Account-by-Phone” Service 2887 3466.

Group Billing Service

Customers who have five or more accounts under the same registered name can choose to receive a consolidated monthly bill statement by registering with our “group billing” service.

Technical and Power Quality Advice

The “Guide to Connection of Supply” provides customers and electrical contractors with detailed information on the procedures for application for supply, interface requirements between customers’ installations and our supply network, power quality and our latest services.

Our Company has launched the Customer Relationship Management Programme with ambassadors visit our corporate customers periodically, offering them prompt advice on technical and account matters.

In addition, there is an outreach service for electrical and mechanical consultants. Those registered as electrical contractors/workers are welcomed to subscribe “e-REW Express” on our website to get the latest news and updates on our services and the interface requirements between a customer’s installation and supply equipment.

Our Power Quality Centre helps customers to better understand power quality and how to safeguard against critical power supply. For a guided tour of this centre, simply call our hotline on 2887 3455.

Inspection Appointment Service

As most commercial/industrial customers are SMEs, we help them to better manage their time during the start-up period by extending the service of online 1.5 hour time-band for inspection appointments to all commercial/ industrial customers.

預約驗線服務

我們的工商業客戶以中小企為主，為方便他們在開業初期

能更有效運用時間，我們將1.5小時時段預約裝置檢查服務推廣至所有工商業客戶。

繳付賬單新安排 方便客戶

由二零一七年四月一日起，如客戶電費結欠少於港幣一百

五十元，有關費用將全數撥入下期賬單一併計算，客戶

無需即時繳付。此項新安排節省客戶繳付小額賬單的

時間，使用自動轉賬繳付電費的賬戶並不適用。

「客戶通」24小時自動系統電話服務

客戶可以透過「客戶通」 2 4小時自動系統電話服務 2887 3466，查詢賬戶及電費單資料、交費辦法及電費 價目。

綜合賬單服務

客戶若擁有五個或以上相同註冊客戶姓名的電力賬戶，

可申請綜合賬單服務，按月收取綜合月結單，令賬單處理

更方便。

其他便捷服務

登入「網上通」服務查閱賬戶資料

環保小貼士及爆趣綠色故事

能源效益及電力安全訊息

Professional and Convenient Services 10

電動車

環保生活

港燈一向積極推動使用電動車，協助改善香港路邊空氣

質素。為方便電動車車主，港燈最近增設三個多制式快速

充電站，同時將原有的六個電動車標準充電站全面升級為

中速或快速充電站，支援不同地區品牌的車款，令電動車

充電變得更方便和省時。港燈於香港島各區設置共十三個

電動車充電站，當中十一個為快速充電站。而港燈電動車

充電站的免費充電服務推廣期亦延長至二零一七年底。

另外，我們新增網上評估工具「電動車充電易話你知」，

讓電動車車主，業主立案法團或管理公司代表，在回答

一些簡單便捷的選擇問題，經電腦數據分析後，便可即時

在網上獲取有關大廈安裝電動車充電設施的初步評估和

建議，例如：電力需求、樓宇電力負載、電表安排、各種

由客戶出資安裝的方案、智能系統資料等。收到報告後，

車主或管理公司便可和大廈業委會或港燈團隊進一步討論

設立充電設施的具體安排。

我們在二零一六年九月舉辦了「智能充電 駛向未來」

座談會介紹這項新服務，還邀請了多間電動車生產商及充

電服務供應商，即場向各與會者展示最新型號的電動車，

充電設施、電子預約及收費系統等。一共有二百多位來自

不同業主立案法團、機構、商業大廈或商場管理公司的代

表，及其他持份者出席，以掌握電動車最新發展，和了解

安裝相關充電設施及系統的最新資訊。

有關電動車以及我們服務的詳細資訊，歡迎瀏覽

http://www.hkelectric.com/ev 。

環保生活11

Eco-Living

Electric Vehicles (EVs)

HK Electric has been promoting the wider use of EVs to improve roadside air quality. To provide greater convenience to EV drivers, we recently launched 3 new multi-standard EV Quick Charging Stations, as well as upgraded 6 standard charging stations to medium and quick charging stations. More EV models can now use our charging services with a shorter charging time. In total, the Company has commissioned 13 EV charging stations at various locations on Hong Kong Island, 11 of which are quick charging stations. The promotion period for free service at our charging stations has also been extended to the end of 2017.

We have even introduced the new “Smart EV Charge Easy Online Advisor” that allows EV users, incorporated owners and property management companies to have a preliminary report on how to facilitate the installation of EV charging facilities within their buildings. This can be done almost immediately after answering some simple questions. The report covers electricity supply capacity, electricity loading in the building, metering installations, financial arrangements by customers, and smart charging features, etc. After obtaining a proposal with basic information of the building, customers can further discuss the installation arrangement with their owners associations or the HK Electric team.

A “Smart EV Charge Easy” Seminar was held in September 2016 where representatives from EV manufacturers and charging service providers were invited to showcase their latest EV models, charging facilities and electronic booking and payment systems. More than 200 participants from various incorporated owners, management companies of office buildings and shopping malls, and other stakeholders attended to learn of the latest developments in the EV field.

For more details, please go to our website: http://www.hkelectric.com/ev.

首次香港電動方程式賽事之能源伙伴Official Energy Partner for First-EverFormula E in Hong Kong

港燈於二零一六年十月八日及九日，成為中環海濱舉行

的第一屆電動方程式賽車錦標賽香港站賽事的官方能源

伙伴。港燈為賽事供應安全、可靠及潔淨的電力，並提供

與電力相關的技術諮詢服務。

模擬用電測量

‧家居用電錦囊

‧辦公室用電錦囊

港燈致力為客戶提供更多環保資訊，我們於網站提供的

「家居用電錦囊」和「辦公室用電錦囊」可以幫助客戶進

行模擬用電測量，並提供多種有關能源效益、安全用電及

電能質量的資料、電力裝置故障處理指引、家居電器購買

指南及搬遷萬事通等。另外亦設有碳排放計算機，可以

為客戶計算出由過去十二個月的用電量所產生的二氧化碳

排放量。

我們為商業客戶提供負荷紀錄查詢服務，幫助客戶更了解

他們的用電模式，並制定其能源效益方案。此外，我們的

工程師亦定期為屋苑居民及團體舉辦研討會及講座，向

公眾推廣安全及有效用電的方法。

能源效益資訊

「家．多一點綠」由家出發，與客戶分享生活智慧。透過巧用家電，將家優

化為人生充電站，提升個人質素，達至健康、環保、高質素的優質生活

目標。港燈電器展覽中心備有多款嶄新的節能產品，助你建立一個更環保的

家居。「家．多一點綠」會為會員提供與電能生活相關的優惠及活動，體驗

電能生活的好處，提升生活質素。查詢熱線 2843 3645

「家．多一點綠」

As the official energy partner, HK Electric has provided Hong Kong ePrix with a safe, reliable and clean electricity supply as well as power-related technical advice during the race held on 8-9 October 2016 at the Central Harbourfront.

Energy Efficiency Knowledge

Virtual Energy Survey• Electricity@Home• Electricity@Office

A look at the “Electricity@Home” section and “Electricity@Office” section of our website will enable electricity users to envisage a virtual energy survey and learn about other useful information including tips on energy efficiency and safety, power quality, handling supply interruptions, and guidelines on purchasing electrical appliances and home moving. To provide further information on protecting the environment, we have introduced a “carbon calculator” on our corporate website that evaluates the carbon dioxide emission from your consumption of electricity in the past 12 months.

To help commercial customers get a better understanding of their consumption pattern and to devise their own energy efficiency programmes, load profile enquiry services are available. Our engineers also conduct regular seminars and talks for community groups and in housing estates to promote the safe and efficient use of electricity.

Eco-Quality Home

Eco-Living 12

“Eco-Quality Home” introduces a green and quality-living environment, starting with improvements to your home. Through the smart use of electric appliances, customers can attain a healthy, environmentally friendly and highly-efficient lifestyle. The Electric Appliances Display Centre features a series of updated energy saving appliances to help you build a greener home. The “Eco-Quality Home” Club offers a variety of special offers and activities which will allow customers to experience the benefits of electric living. Enquiry Hotline 2843 3645

商務服務 Business Corner

商務服務

港燈「商電廚房 」助餐飲業培育新一代廚師

13

Business Corner

HK Electric Smart Commercial Kitchen Nurtures New Chefs

由於電能煮食無廢氣、少廢熱及高效能，所以港燈積極

向餐飲業人士推廣電能煮食的好處，鼓勵他們設置全電

廚房。位於北角電燈中心的「商電廚房」，不但展示了自

動化廚房及各類型商用電能設備，更定期舉辦煮食示範及

講座。「商電廚房」更成為「環保職安健廚師培育計劃」

的實習廚房，此項由香港餐飲聯業協會主辦，救世軍及

職業安全健康局協辦的計劃，有助業界培育新一代廚師。

港燈亦支持由香港餐飲聯業協會及環保促進會出版的

「香港餐飲業環保採購指引」，協助飲食業採用高效能的

餐飲設備，以及提高公眾對環保餐飲設備的認識。

HK Electric has been proactively promoting electric cooking as it brings numerous benefits, including improve indoor air quality, less waste heat and more energy saving. Our Smart Commercial Kitchen, located in North Point, showcases the auto-electric kitchen with various commercial kitchen equipment. Regular electric cooking demonstration and seminars are also be held. Our Smart Commercial Kitchen was selected to serve as a learning centre of “Eco-chef-to-be” programme organised by the Hong Kong Federation of Restaurants and Related Trades, with the Salvation Army and the Occupational Safety and Health Council as co-organisers that aimed at nurturing new chefs. Also, HK Electric has given support to the publication of “Hong Kong Green Purchasing Guidelines for Food and Beverage Sector” published by the Hong Kong Federation of Restaurants and Related Trades and Green Council to assist restaurant owners on selecting energy-efficient kitchen equipment and to arouse public awareness on using environmentally friendly kitchen equipment.

數據中心的最佳能源夥伴Best Energy Partner for Data Centres

為推動數據中心發展，港燈為業界提供一站式貼身服務，

服務包括由專人聯絡，協助客戶在選址、技術支援、特別

是在供電容量和可靠性，以及網絡設計等多個範疇，提供

專業意見及支援。港燈亦會為客戶的大型裝置安裝「智能

電表」及提供負荷紀錄，讓客戶了解自己的用電模式，從

而制訂能源效益方案。當數據中心的電力需求增加，港燈

亦會協助客戶於短期內獲得額外的電力供應。就節能方案

及設備方面，如客戶有需要，港燈亦會安排轉介數據中心

設備供應商及承辦商。

To promote the development of data centres, HK Electric has introduced a suite of one-stop customised services to support the setting up of such centres. These include helping to identify potential sites, giving technical support especially in areas of capacity and reliability of electricity supply, network design as well as maintaining a single contact point. In addition, HK Electric will assist customers to devise energy efficiency programmes by installing smart meters which specify load profile data for their large installations. Advice and guidance on obtaining new or additional supply to meet growing load demand will also be given. The Company will offer free advice on energy-saving solutions and equipment, and make referrals of equipment suppliers and contractors where and when necessary.

我們為中小企客戶提供全方位的增值服務，由開業支援以

至能源管理，處處為中小企客戶設想。「商企一站通」為

中小企客戶及其註冊電業承辦商提供貼身及一站式的電力

諮詢服務，範圍涵蓋申請電力、能源效益、電力安全、

電能質量及賬戶事宜。為縮短申請電力供應所需的時間，

我們提供由變壓器供電二百安培或以下的電力裝置的迅速

查核供電容量服務。我們為中小企客戶提供預檢服務，

以便他們的註冊電業承辦商/工程人員在進行電力裝置

檢查前能解決已預先識別的問題。

中小企全方位增值服務One-Stop Service for Small and Medium-Sized Enterprises (SMEs)

We provide a comprehensive range of services to SMEs on business start-ups and energy management. Our “Enterprise Advisor” service offers SMEs and their Registered Electrical Contractors/Workers (REC/REW) advice on supply applications, energy efficiency and safety, power quality issues and account matters. We provide a fast track checking on supply availability for installations up to 200A which is supplied by a transformer to shorten the time needed to obtain electricity supply. Our pre-check service for new installations can help SMEs’ REC/REW solve any problem they may have well in advance of the actual inspection.

照顧有特別需要的客戶

多年來，港燈不斷為有需要人士提供切合他們需要的

服務，包括：為聽障人士設立短訊查詢服務熱線

(6681 3411)、為視障人士提供點字印製電費單及特別為視障人士推出電子賬單服務、為長者和視力較弱人士提供

加大字體電費單及用電小冊子、以及為「依靠儀器維持生

命」的客戶安排登記，在計劃暫停供電前知會有關客戶。

為了讓少數族裔的客戶能更容易接觸到我們的服務，

我們印製了八種少數族裔語言版本的客戶服務單張及主要

表格，包括印度語、印尼語、菲律賓語、烏都語、日本

語、泰語、尼泊爾語及韓語。我們更與香港聾人福利促進

會合作，不但特別製作一系列手語影片，令聽障客戶更了

解用電安全、處理電力裝置故障及實行效率用電的知識，

更安排客戶服務代表學習基本手語，讓他們可以為聽障

客戶提供更貼心的服務。我們亦為客戶提供有效用電的

建議，並細心聆聽客戶在有關繳付電費方面的困難及協商

解決方案。

港燈客戶中心設有特快服務櫃位，為長者及殘疾人士提供

優先服務。櫃位亦裝設電感圈系統，方便聽覺有障礙的客

戶，我們並提供放大鏡及遠視鏡協助客戶閱讀資料。中心

亦設有無障礙設施，例如入口設有自動門及供行動不便人

士使用的專用櫃位。此外，我們歡迎客戶在導盲犬的指引

下進入客戶中心。

港燈又特別為長者推出「港燈老友網」，網頁設計簡潔清

晰，為長者客戶提供賬戶資料及最貼心的用電資訊，並提

供不同大小字體選擇及放大鏡等功能，方便長者用戶。

我們亦為有需要的客戶推出免費的「平安鐘」測試服務。

此項測試服務與我們的用電測量服務一併提供，旨在讓客

戶在有需要時能夠順利求助，令客戶更感安心。

關心社群 The Care We Show 14

The Care We ShowFocus on Special Needs

關心社群

Over the years, we have been providing services to those with special needs, and these include the SMS enquiry service hotline (6681 3411) for the hearing impaired; Braille bills and e-bills for the visually impaired; and large-font bills and booklets for the elderly. We have also set up a special registration for “life-support” equipment users so that we can notify them in advance of any planned interruption to their supply.

To let our services accessible to customers from the ethnic minorities, we have published the service pamphlets and key application forms in eight minority languages, including Hindi, Bahasa Indonesia, Tagalog (language of the Philippines), Urdu (language of India/Pakistan), Japanese, Thai, Nepali and Korean. We even step further to collaborate with The Hong Kong Society for the Deaf to produce a series of sign language videos, covering topics of safety tips of using electricity, handling supply interruptions and efficient use of electricity. Moreover, we cultivated special skills for our counter staff to learn basic sign language to help hearing-impaired customers. We also provide energy efficiency advice to customers and are willing to listen patiently to those with difficulty in settling their bills and to see what can be done to help.

We set up an express counter for senior citizens/the disabled and a teleloop system for those with hearing difficulties. Magnifying glasses and presbyopia spectacles are also available to assist customers. Barrier-free facilities at our Customer Centre have been provided, such as a dedicated wheelchair-friendly counter and automatic doors at building access. We also welcome customers with guide dogs to visit our Customer Centre.

In addition, HK Electric has launched the “Web for the Elderly” to provide useful electricity information. The simple and clear design as well as special features like adjustable font sizes and magnifying function are user-friendly to elderly viewers. To help ensure proper functioning of the Personal Emergency Link (PE Link), we have launched a free checkup service together with our energy survey visits to help needy customers.

港燈致力推廣能源效益，積極教育大眾安全及有效用電

的資訊。我們去年於港燈「智惜用電中心」為不同團體

舉辦了四十五個小型能源效益工作坊，當中包括學校、

專業團體、業內人士及物業/設施管理專業人員。歡迎 客戶致電熱線 2887 3455 預約參觀。同時，港燈網頁亦更新了「家居電器購買指南」，為客戶提供選擇家居電器

的慳電錦囊。

推廣能源效益

我們特別為長者、殘疾人士、失業人士及單親家庭提供

電費優惠計劃，讓他們享有每月首二百度用電量的四折

優惠，並可豁免電費按金和最低收費。我們更提供

「最『惜』節能優惠」，鼓勵市民節約用電。若住宅客戶

每月用電不超過一百度，可享有電費九五折優惠。

15

Education on Energy Efficiency

Promoting energy efficiency and sharing the safe and efficient way to use electricity continue to be one of our priorities. In 2016, we organised 45 energy efficiency mini-workshops at the Smart Power Centre for various stakeholders including the academia/schools, professional institutions, trade practitioners and property/facility management teams. For more details, please call our hotline on 2887 3455. Meanwhile, the “Smart Guide for Selecting Electrical Appliances” in our Corporate Website has been revamped to provide customers with smart tips on how to select suitable appliances for their home.

We offer concessionary tariff schemes to the elderly, the disabled, single-parent families and the unemployed. Eligible customers can enjoy a 60% discount on the first 200 units of electricity consumed every month and with the deposit and minimum charge waived. We also provide “Super Saver Discount” to encourage energy conservation. Residential customers with consumption not more than 100 units in a month are entitled to receive a 5% discount in their bills.

電費優惠Concessionary Tariffs

港燈一直關心社群，致力保護環境，支援長者及培育青少

年，同時，我們積極令服務多元化，為社會有需要人士

及少數族裔服務。港燈義工隊於去年的服務時數為

5,647小時，共參與85項服務。踏入成立十二週年，港燈義工隊將繼續以熱誠及關愛服務社區。

有賴港島四個區議會、南丫島兩個鄉事委員會及八個社福

機構的支持，「送暖樂社群」計劃已踏入第二個服務

年頭。參與計劃的義工擔任「唔怕麻煩人」大使，探訪約

一千名獨居長者，協助他們購買較重的日用品。計劃範圍

更擴大至舉辦講座，介紹家居電力安全和有效用電的

貼士。

由港燈與香港社會服務聯會合辦香港第三齡學苑，旨在

推動長者終生學習，現時全港設有四十八個自學中心，

自二零零六年成立以來一共開辦超過五千五百項課程，

提供近十萬個學習機會予長者。

為提高市民生態保育意識及推動可持續發展，港燈與

長春社攜手推出「綠遊香港」計劃，在港島及南丫島開辦

共九條生態文物徑導賞團。於二零一六年，「綠遊香港」

榮獲香港社會服務聯會頒發「傑出伙伴合作計劃」獎，

以嘉許我們於過去十年在這環保教育計劃的努力。

港燈透過智「惜」用電計劃，舉辦各式各樣的活動，向

年青一代及公眾人士推廣能源效益及低碳生活。

我們第二年舉辦「綠色能源夢成真」比賽，共有十二支入

圍隊伍，每隊獲得最多港幣五萬元的資助及由港燈工程師

提供專業技術指導，協助他們將創新的環保概念付諸

實行。此外，我們推出全新的「綠得開心推廣大使」

計劃，獲挑選的傑出大使更成為「影子環境工程」，親身

在港燈總部和南丫發電廠體驗不同的環保工作。

關懷社群Caring for the Community

關心社群

And to raise awareness of ecological value and to promote sustainable development and environmental education, HK Electric and the Conservancy Association have joined hands to implement the Green Hong Kong Green (GHKG) project, providing tours to nine eco-heritage routes on Hong Kong and Lamma islands. In recognition of our efforts and contribution made on this environmental education project in the past 10 years, the GHKG project was named an “Outstanding Partnership Project” by the Hong Kong Council of Social Service in May 2016.

In addition, HK Electric promotes energy efficiency and a low-carbon lifestyle to members of the public, in particular the younger generation, through a wide variety of activities under its Smart Power Campaign.

The “Green Energy Dreams Come True” competition under this campaign has now entered its second year. A total of 12 teams were selected and received seed money of up to HK$50,000 each along with technical mentorship from HK Electric engineers to help turn their innovative ideas into green reality. We even launched a new “Happy Green Community Ambassador” programme, which offers outstanding students with the

opportunity to shadow our company’s environmental engineers to perform

environmental protection work at our Headquarters and at Lamma Power Station.

HK Electric cares for the community and puts a great effort in conserving the environment, supporting the elderly, nurturing the young, and, at the same time, diversifying our scope to serve the under-privileged and minority groups. HK Electric’s team of volunteers provided 5,647 service hours across 85 services. The team celebrated its 12th anniversary this year and will continue to serve the community with further care and enthusiasm.

The CAREnJOY programme entered its second year of service in partnership with four Hong Kong Island district councils, two rural committees on Lamma Island and eight NGOs. Our CAREnJOY ambassadors visited nearly 1,000 elderly individuals living on their own, helping them to buy bulky household essentials. The programme was expanded to offer talks on home electrical safety and the efficient use of electricity at home.

Co-founded by HK Electric and the Hong Kong Council of Social Service to promote lifelong learning among senior citizens, the University of 3rd Age (U3A) now comprises 48 self-learning centres throughout the territory. It has organised more than 5,500 courses, providing nearly 100,000 learning opportunities for the elderly since its founding in 2006.

The Care We Show 16

And to raise awareness of ecological value and to promote sustainable development and environmental education, HK Electric and the Conservancy Association have joined hands to implement the Green Hong Kong Green (GHKG) project, providing tours to nine eco-heritage routes on Hong Kong and Lamma islands. In recognition of our efforts and contribution made on this environmental education project in the past 10 years, the GHKG project was named an “Outstanding Partnership Project” by the Hong Kong Council of Social Service in May 2016.

In addition, HK Electric promotes energy efficiency and a low-carbon lifestyle to members of the public, in particular the younger generation, through a wide variety of activities under its Smart Power Campaign.

The “Green Energy Dreams Come True” competition under this campaign has now entered its second year. A total of 12 teams were selected and received seed money of up to HK$50,000 each along with technical mentorship from HK Electric engineers to help turn their innovative ideas into green reality. We even launched a new “Happy Green Community Ambassador” programme, which offers outstanding students with the

opportunity to shadow our company’s environmental engineers to perform

environmental protection work at our Headquarters and at Lamma Power Station.

港燈一直關心社群，致力保護環境，支援長者及培育青少

年，同時，我們積極令服務多元化，為社會有需要人士

及少數族裔服務。港燈義工隊於去年的服務時數為

5,647小時，共參與85項服務。踏入成立十二週年，港燈義工隊將繼續以熱誠及關愛服務社區。

有賴港島四個區議會、南丫島兩個鄉事委員會及八個社福

機構的支持，「送暖樂社群」計劃已踏入第二個服務

年頭。參與計劃的義工擔任「唔怕麻煩人」大使，探訪約

一千名獨居長者，協助他們購買較重的日用品。計劃範圍

更擴大至舉辦講座，介紹家居電力安全和有效用電的

貼士。

由港燈與香港社會服務聯會合辦香港第三齡學苑，旨在

推動長者終生學習，現時全港設有四十八個自學中心，

自二零零六年成立以來一共開辦超過五千五百項課程，

提供近十萬個學習機會予長者。

為提高市民生態保育意識及推動可持續發展，港燈與

長春社攜手推出「綠遊香港」計劃，在港島及南丫島開辦

共九條生態文物徑導賞團。於二零一六年，「綠遊香港」

榮獲香港社會服務聯會頒發「傑出伙伴合作計劃」獎，

以嘉許我們於過去十年在這環保教育計劃的努力。

港燈透過智「惜」用電計劃，舉辦各式各樣的活動，向

年青一代及公眾人士推廣能源效益及低碳生活。

我們第二年舉辦「綠色能源夢成真」比賽，共有十二支入

圍隊伍，每隊獲得最多港幣五萬元的資助及由港燈工程師

提供專業技術指導，協助他們將創新的環保概念付諸

實行。此外，我們推出全新的「綠得開心推廣大使」

計劃，獲挑選的傑出大使更成為「影子環境工程」，親身

在港燈總部和南丫發電廠體驗不同的環保工作。

細心聆聽 Keep Listening17

Keep Listening 細心聆聽

週五茶敍 港燈在線

港燈致力為客戶提供滿意的服務。我們定期進行意見調

查，不斷檢討我們的表現，務求為客戶提供更佳的服務。

我們定期與港燈客戶聯絡小組的成員舉行會議，聽取他們

對服務的意見。此外，我們亦參與神秘顧客計劃及進行服

務後的意見調查，從客戶的角度檢視我們櫃位及電話服務

的水平。

為改善及推出更多切合客戶需要的服務，客戶中心每月均

舉行「週五茶敍」與客戶接觸，在特定的服務主題上聆聽他們的意見及需要。

為加強我們與客戶的溝通，我們定期向客戶發出客戶通訊

「港燈在線」，介紹公司最新的消息、環保工作和社區

服務等。

我們歡迎客戶透過客戶意見表格向我們表達意見。客戶亦

可以透過致函或填寫表揚優異服務表格，對表現優秀的員

工給予表揚。

Your satisfaction has always been our top priority and we conduct periodic surveys to gauge our performance. We regularly meet with members of the Customer Liaison Group to listen to their views and suggestions as this has proved a valuable forum for gathering ideas and comments. Mystery Shoppers/Caller programmes and after-service surveys also help us evaluate our performance through customers’ perspective.

To further improve our services and implement new initiatives, “We Meet on Friday” sessions are held every month at our Customer Centre for customers to express their views on specific areas of our service.

To keep customers abreast of our latest developments, “HK Electric On-line” is distributed regularly with electricity bills which features company updates, our green initiatives and community work.

Customers are always welcomed to express their opinion through the Customer Suggestion & Feedback Forms. We also encourage customers to tell us about exceptional staff performances by writing directly to us or by completing the Excellent Service Commendation Form.

客戶意見We Meeton Friday

HK ElectricOn-line

CustomerSuggestion

& Feedback

港燈客戶聯絡小組

神秘顧客計劃

CustomerLiaison Group

MysteryShoppers/

Callerprogrammes

查詢熱線 3143 3990電郵 datacentre@hkelectric.com網址 www.hkelectric.com/datacentre

數據中心發展

聯絡我們 Contact Us

電話 2887 3411電郵 cs@hkelectric.com地址 香港北角城市花園道28號 電燈中心9樓（近炮台山港鐵站）傳真 2510 7667 短訊查詢服務 6681 3411 「客戶通」 2887 3466（24小時自動系統電話服務） 更改電費單語文 2887 3321（24小時自動系統電話服務）「網上通」服務 www.hkelectric.com

客戶中心提供全面的電力賬戶服務，例如申請供電、賬戶轉名、繳交按金、安排抄讀電表及終止賬戶。

客戶中心

18

Contact Us

Customer CentreTelephone Number 2887 3411Email cs@hkelectric.comAddress 9/F, Electric Centre,

28 City Garden Road, North Point, Hong Kong (Near Fortress Hill MTR Station)

Fax 2510 7667 SMS Enquiry Service 6681 3411“Account-by-Phone” Service (APS) 2887 3466

(24-hour Automated Telephone Service)Change of Bill Language 2887 3321

(24-hour Automated Telephone Service)Account-On-Line (AOL) Service www.hkelectric.com

Our Customer Centre offers a broad range of services related to customer electricity accounts, such as application for supply, account transfer, deposit, meter reading and final accounts.

Installation Inspection, Meter Installation and Technical EnquiriesTelephone Number 2887 3455Email sme-services@hkelectric.com

(For Small and Medium-Sized Enterprises)Fax 2510 7721 “Electricity-by-Phone” Service (EPS) 2887 3838

(24-hour Automated Telephone Service)

You can make appointments for installation inspection, meter installation and supply connection within two working days in 1.5-hour time bands via the above channels or by visiting the HK Electric website at www.hkelectric.com. You may request for fax or SMS notification after confirmation of the inspection appointment time band. You can also opt for SMS e-alert notification of inspection results and confirmation of their electricity supply connection.

Website for SMEs www.hkelectric.com/sme

Customer Emergency Services Centre (24-hour)Chinese 2555 4999 English 2555 4000Fax 2555 6637 SMS Enquiry Service 6681 3411

Customer Liaison Officers (Trenching Works) 2814 3443 (24-hour)

Electric Vehicle Charging Facilities Support and DevelopmentEnquiry Hotline 2510 2701Email ev@hkelectric.com (general enquiry)

evload@hkelectric.com (confirmation of availability of capacity at HK Electric supply point)

Website www.hkelectric.com/ev

Data Centre DevelopmentEnquiry Hotline 3143 3990Email datacentre@hkelectric.comWebsite www.hkelectric.com/datacentre

裝置驗線、安裝電表及技術諮詢電話 2887 3455電郵 sme-services@hkelectric.com （為中小企特設）傳真 2510 7721 「易駁通」 2887 3838（24小時自動系統電話服務）

你可透過以上途徑或使用港燈網頁www.hkelectric.com安排預約，在兩個工作天內的1.5小時時段內進行裝置驗線、安裝電表及電力接駁。確認預約驗線時段後，你可要求收取傳真或短訊提示備忘。你亦可要求透過手機短訊提示，收取驗線結果及接駁電力的確認。

中小企專頁 www.hkelectric.com/sme

電動車充電設施支援及發展 查詢熱線 2510 2701電郵 ev@hkelectric.com（一般查詢） evload@hkelectric.com （確認港燈供電點容量）網址 www.hkelectric.com/ev

郵寄地址 香港郵政總局郵箱915號 電郵 mail@hkelectric.com網址 www.hkelectric.com

聯絡我們

中文 2555 4999 英文 2555 4000傳真 2555 6637 短訊查詢服務 6681 3411

客戶緊急服務中心（24 小時）

客戶聯絡主任（壕坑工程） 2814 3443（24 小時）

家用電廚具中心 查詢熱線 2843 3645查詢熱線 2843 3669

電郵 cbs@hkelectric.com地址 香港北角城市花園道28號電燈中心11樓 （近炮台山港鐵站） 敬請預約參觀

商電廚房

聯絡我們

Smart Commercial Kitchen Electric Domestic Kitchen CentreEnquiry Hotline 2843 3669 Enquiry Hotline 2843 3645Email cbs@hkelectric.comAddress 11/F, Electric Centre, 28 City Garden Road,

North Point, Hong Kong(Near Fortress Hill MTR Station)By appointment

查詢熱線 2843 3645電郵 cbs@hkelectric.com 地址 香港北角城市花園道28號 電燈中心地下（近炮台山港鐵站）

港燈電器展覽中心 Electric Appliances Display Centre Enquiry Hotline 2843 3645Email cbs@hkelectric.com Address G/F, Electric Centre, 28 City Garden Road, North Point, Hong Kong (Near Fortress Hill MTR Station)

Contact UsPostal Address G.P.O. Box 915, Hong Kong Email mail@hkelectric.comWebsite www.hkelectric.com

www.hkelectric.com