FAQs
Apply for Electricity Supply and Other Services
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Deposit
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Account Information
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Billing and Payment
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Domestic Appliances
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Commercial Kitchen and Central Water Heating
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Associated Technical Services Limited
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Apply for Electricity Supply and Other Services
How to apply for electricity supply?
If you want to apply for new supply, transfer an account or change the supply loading, in most cases you can simply call us at 2887 3411 during office hours or by completing the electronic form. You may also submit an application form to our Customer Centre by post or in person.
When will supply be available?
Electricity supply will be made available on the next working day for connection to available supply source not requiring installation inspection.
How to terminate an electricity account?
For termination of account, please give us 2 working days advance notice. In most cases, the registered customer can simply call 2887 3411 during office hours, or apply by completing the electronic form. The registered customer may also submit a letter or an “Application for Termination of Account” form to our Customer Centre in person, by post or by fax to 2510 7667.
An account will also be automatically finalized on the effective transfer date of an application for transfer from a new customer. The registered customer is liable for all outstanding charges of an account as long as the account remains under his name.
How to change the bill language and postal address?
Change of bill language and postal address can be arranged by completing the respective electronic form or simply calling 2887 3411 during office hours.
I am the tenant but the account is not registered under my name, what should I do if I move out?
If you are not the registered customer, when you move out of your premises, you may request for a special meter reading on the date you vacate the premises by giving us 1 working day's advance notice. The special meter reading request can be arranged by completing the electronic form or calling us at 2887 3411 during office hours.
Deposit
Why do I need to pay deposit?
A deposit is required as security for future use of electricity. The required deposit is equivalent to 60 days estimated consumption, and the estimation is based on the loading of appliances and the main switch rating.
Is there any interest for the deposit?
An annual interest will be paid to customers for cash deposits at the same rate as HSBC's interest rate for savings accounts with an account balance of $10,000 - $149,999. Interest ceases to be payable upon account termination or transfer of the account. Interest accrued to 31st December will be credited to the January bill of the following year.
When will the deposit be refunded?
The deposit will be refunded to the registered customer upon termination of account.
Account Information
How to access account information?
You can call us at 2887 3411 during office hours. Besides, you may access your electricity account information anytime via our online "Account-On-Line|Account-On-Line" service and 24-hour automatic telephone system "Account-by-Phone Service" at 2887 3466.
How may I receive the bill?
Besides receiving monthly electricity bills by post, you can opt to receive monthly bills by e-mail, SMS and fax when registering for our "Account-On-Line|Account-On-Line" service.
What is "Account-On-Line" service?
The "Account-On-Line|Account-On-Line" service provides you access to your electricity account through Internet. You can view your electricity bill statements, account balance, recent billing, payment records and 24-month consumption history. You may also arrange receiving your monthly bills by e-mail, SMS and fax through this service.
How to register for the "Account-On-Line" service?
If you are the registered customer, you can simply click hereRegister Account-On-Line|hereRegister Account-On-Line. Fill in the required information and start enjoying the convenience of "Account-On-Line|Account-On-Line" service upon successful registration.
What are the advantages of using "Account-On-Line" service?
After service registration, you can manage your electricity accounts more easily and conveniently. In addition to online access to your account information, you may opt for an e-bill instead of a hardcopy bill. This helps contribute to the environment by saving papers.
Why cannot I view / download the e-bills?
After successful registration, you will receive your e-bill in the next billing. E-bills can be viewed / downloaded via the Adobe Acrobat Reader v4.05 or above. If you do not have the Acrobat Reader, please click heredownload acrobat reader to download for free.
Billing and Payment
How long is the billing period?
We take meter reading and issue bills once every month which on average would be 30 days. However, the billing period may vary having taken public holidays into account.
How to pay electricity bills?
You can pay your electricity bills by Autopay, PPS, Automatic Teller Machine (ATM), Internet Payment, by mail and in person at Central Pay-in Centre, Customer Centre, Post Offices (except mobile Post Offices) and 7-Eleven, Circle K or VanGO Convenience Stores.
How can I pay electricity bill online?
You can arrange direct bill payment on Internet via PPS by Internet, 'online@hsbc' , 'Hang Seng e-Banking' and Internet banking services provided by other banks in Hong Kong.
What are the advantages of using Autopay?
It saves time, postage expenses and is hassle-free as the bills will be settled automatically. Therefore, autopay is the most convenient, worry-free and environmental-friendly way of settling your monthly electricity bill.
What factors will contribute to the units consumed and the billing amount?
Electricity consumption of electrical appliances and billing amount will increase if there is change in weather conditions. In summer, air conditioner and refrigerator will consume more electricity and similarly with electric heaters in winter. Your bill may also increase if there is more frequent use of appliances, inefficient or faulty appliances, or appliances being left switched on unnecessarily, etc.
Why is my bill not significantly reduced in my vacation?
There might be a drop in electricity consumption while you go on vacation. However, the savings in your bill may be less obvious if your vacation period falls across two bills, in which case any savings may spread over two bills and become less distinctive.
Why is my bill different from my neighbours'?
It often happens that customers may compare their electricity bills with their neighbours'. Sometimes, they are similar, but at other times, they are not. With differences in size of premises, number of family members and their ages, quantity and brands of electrical appliances, usage pattern, etc., considerable variances in electricity consumption are often noticed.
Domestic Appliances
Can an existing 1-phase storage water heater be replaced by a 3-phase instant water heater?
It depends on whether 3-phase power supply is available in your flat. If yes, you can ask your electrical and plumping contractor to check the required installation work on electrical wirings and water pipings.
What are the tips for using ceiling mounted dryer for clothes drying?
- It takes around 6 hours for drying if the clothes are unloaded from the washing machine after 800 rpm spin
- The higher the spin speed, the shorter the drying time will be required
- Place the clothes (especially those thick ones) directly under the outlet air stream of ceiling dryer for best drying effect
- Leave sufficient space between clothes to allow air circulation
- Close the bathroom door
- Cover up the water closet
- Avoid placing other wet material or uncovered water source inside the bathroom when drying clothes
Commercial Kitchen and Central Water Heating
Can electric kitchen equipment be easily operated and be used safely?
Electric kitchen equipment can be operated by pushing button(s) and are easy to use. They are well protected against over load or current leakage by safety devices. They are very safe to use.
Do we have electric kitchen equipment available in the market as an alternative choice for all gas / diesel kitchen equipment?
Yes, there are various types of electric kitchen equipment available in the market with similar or even superior function over the existing gas / diesel kitchen equipment in use.
I have an understanding that Heat Pump is the most energy efficient hot water boiling system. I want to know why I need to use electric water heater together with heat pump to form a hybrid system. Can I use heat pump only to maximize the system efficiency?
The reasons of using hybrid system instead of using heat pump solely are summarized as follows:
- The equipment cost of heat pump is higher than electric water heater due to the different equipment construction. Using electric heater to replace part of heat pump can reduce the initial capital cost.
- The maximum water temperature achieved by heat pump is normally below 65℃, so using electric water heater to further heat-up the water can achieve higher water temperature for different usage.
- Electric water heater can act as a back-up and improve system reliability.
- In hybrid system, heat pumps are usually used to provide the base load of the hot water system whilst electric heaters are used as back-up and provide sufficient capacity at peak demand.
I've heard about modular design for heat pump application. What are the benefits and characteristics of this design?
- Under the modular design, heat pump modules of the same capacity will be used normally and the modules can back up one another.
- Size of individual equipment can be reduced by using modular design. Transportation of each module would be made easier, especially in retrofit and maintenance occasions where they might have to be transported through narrow corridors and doorways.
- With multi-module design, part-load conditions are improved.
- Modules can be added any time to expand system capacity.
Investor Relations
On Which stock exchange are the shares of Hongkong Electric Holdings Limited listed?
The shares of Hongkong Electric Holdings Limited are listed on the Main Board of The Stock Exchange of Hong Kong Limited. It is one of the 42 constituent shares of the Hang Seng Index in Hong Kong. You may go to the Stock Information section for details.
What is the stock code of Hongkong Electric Holdings Limited?
The stock code of Hongkong Electric Holdings Limited on The Stock Exchange of Hong Kong Limited is "0006". You may go to the Stock Information section for further information.
What is the board lot size for trading of the shares of Hongkong Electric Holdings Limited?
The board lot size is 500 shares.
Who is the Share Registrar of Hongkong Electric Holdings Limited?
Computershare Hong Kong Investor Services Limited. Their contact information can be found in the Registrar Information section.
How can I update my mailing address and other information?
Please contact Computershare Hong Kong Investor Services Limited. Their contact information can be found in the Registrar Information section.
How will I know when dividends are declared?
The dates of dividend declaration, closure of register of members and dividend payment will be disclosed in our annual report. You may go to the Financial Calendar and Dividend Information sections for details.
What is the Scheme of Control Agreement?
Scheme of Control Agreement is an agreement entered into between The Government of the Hong Kong Special Administrative Region and The Hongkong Electric Company, Limited and Hongkong Electric Holdings Limited. It governs the financial affairs of the electricity-related activities of The Hongkong Electric Company, Limited. You may refer to Scheme of Control Agreement section for further information.
Overseas Investments
Who is responsible for the overseas investments of Hongkong Electric Holdings Limited?
Hongkong Electric International Limited was established in 1997 to act as the international investment arm of Hongkong Electric Holdings Limited.
What are the targets for overseas investments?
While our core business covers power generation, transmission and distribution, we also focus our business development on other energy-related investments such as gas distribution and renewable energy. Currently we are focusing on countries and in segments which offer stable return at acceptable level of risk.
What were the projects invested by Hongkong Electric Holdings Limited?
We acquired ETSA Utilities, the sole electricity distributor in South Australia, in January 2000. In September 2000, we acquired Powercor Australia Limited, the largest electricity distributor in Victoria of Australia. We further expanded our portfolio in Australia by acquiring Citipower I Pty Limited, the electricity distributor serving Melbourne CBD and its surrounding suburbs, in July 2002.
In Thailand, we are developing a 2x700MW gas fired power plant in Ratchaburi. The plant is expected to operate in 2008. In the United Kingdom, we have acquired a 19.9% stake in the North of England Gas Distribution Network.
How to contact Hongkong Electric Holdings Limited pertaining to overseas investments?
You can contact Hongkong Electric International Limited as follows:
Address : Hongkong Electric Centre, 44 Kennedy Road, Hong Kong
Telephone : (852) 2843 3111
Facsimile : (852) 2571 7317
E-mail : info@hei.com.hk
Associated Technical Services Limited
What and where could Associated Technical Services Limited help in our projects?
We provide cousultancy services for various generation, transmission and distribution, building and infrastructure projects of any scale. We will also be able to provide our expertise in various disciplines of engineering such as civil, structural, architectural, mechanical, electrical, communication, etc. Below is a list of the major services we could provide:
- Project Management
- Technical Due Diligence
- Feasibility Study
- Structural and E&M Consultancy
- Site Supervision
- Engineering Procurement
- Site Testing and Commissioning
- Operations and Maintenance
- Technical Training
How can we obtain services from Associated Technical Services Limited?
If you are interested in any of the above services from Associated Technical Services Limited, you are always welcome to contact us by telephone, e-mail, fax, or letter:
Address : Hongkong Electric Centre, 44 Kennedy Road, Hong Kong
Telephone : (852) 2843 3111
Facsimile : (852) 2537 1013
E-mail : mail@ats.com.hk
We understand that Hongkong Electric Holdings Ltd. also has overseas investments. Can Associated Technical Services Limited act as both an investment partner and engineering consultant in our projects?
The Hongkong Electric International Ltd. (HEI), one of our group companies, is the international investment arm of Hongkong Electric Holdings Ltd. (HEH) and may form an investment partner with you. Associated Technical Services Limited on the other hand concentrates more on engineering consultancy projects.