Our service commitment

We are committed to delivering safe and reliable electricity at a reasonable cost. Find out how we continuously improve our service standards.

Performance standards

We strive to provide our customers with safe, reliable and quality service.  Please refer to the table below for our 2021 targets and 2020 performance:

Performance Standards
2021 Targets
2020 Performance

Reliability of electricity supply 

>99.99%

Notify customer 3 working days in advance of planned outage

>99%

Average arrival time for loss of supply inspection

<28 minutes#

Average supply restoration time after fault outage

< 2 hours#

Provide appointments for installation inspections within 3 working days

96.50%

Carry out site investigations on consumption enquiries within 3 working days

98%

Keep appointments to visit customers for supply applications within a 1.5-hour time slot

99.4%

Connect and supply electricity within the same day after satisfactory installation inspection

99.98%

Connect and supply electricity within the same day after satisfactory installation inspection

95%

Answer Emergency Service Hotline in less than 9 seconds

90% of answering time

Answer Enquires Hotline in less than 9 seconds

80% of answering time

Average queuing time for customer service enquiries at Customer Service Centres

Within 3.5 minutes

# Excluding incidents occurred during major events which are specified in the Scheme of Control Agreement. 

Customer and community engagement

About the CCG

We understand the importance of listening to our customers and believe that customers can help us assess quality of our service. In 1992, we formed the CLP Customer Consultative Group (CCG) with the support from Consumer Council. Members of CCG represent a wide spectrum of customers. The number of members has increased from 5 to 16 over the years, to reflect an ever-growing customer base and service variety.

Purpose

  • To enhance relationship between CLP and its customers
  • To improve customer services, ensuring that interests of all customers are considered
  • To properly deal with customer complaints

Role

  • Exchange ideas and information to ensure interests of residential and business customers are considered and make recommendations where appropriate
  • Examine customer complaints and consider ways and means to reduce incidence of the complaints
  • Monitor the application of the Supply Rules and make proposals for amendments where appropriate
  • Encourage better communication with customers through discussions with appropriate interested groups, with a view to bringing together different points of views

“The Customer Consultative Group (CCG) has come a long way since its inception in 1992 as a consultative and advisory body in furtherance of the relationship between CLP and its customers.

 

Thanks to the incredible contributions and efforts of the chairpersons and members over the years, CCG has become a strong force working hand in hand with CLP to provide customers with the best quality service and value with a view to enhancing both productivity and efficiency for the benefit of customers.

 

With a distinguished record of services achieved over the last two decades and the continued support and professional advices from members of CCG in the years ahead, I am confident that CLP will continue to go from good to great in delivering world-class reliability, environmental performance and service excellence to customers and the community at large.”

CCG Members
*Listed in alphabetical order of surname

CCG Honorary Advisors

Mr. Anthony Koo
Mr. Li Kai Ming
Dr. Corinna Siu
Mr. Clement Tao, BBS, JP
Latest update: 27/8/2021

About the LCAC

14 Local Customer Advisory Committees (LCACs) were formed in 1994 to strengthen customer communication. The committees consist of representatives from different customer segments, such as:  

  • Management professionals;
  • Resident association members;  
  • Small and Medium Enterprises (SMEs) business owners;
  • Community leaders; and  
  • Rural committee members. 

We have built a trusting relationship with each LCAC over the years. Our members’ timely feedback has helped us to resolve customer concerns. 

Role of LCAC

  • To advise CLP on customer service issues in a distinctive and efficient manner; 
  • To enhance communication between CLP and its customers; 
  • To help promote service initiatives of CLP; and 
  • To support CLP's participation in the local communities.

LCAC members

Chairman 

Ms. Chau Chuen Heung is the Chairman of Islands CLP LCAC. Ms. Chau is also the Chairman of Tung Chung Safe and Healthy City Steering committee as well as the Director of Sunny Social Enterprise Limited. She holds a number of public service positions, such as, Vice Chairman of New Territories Association of Societies, Executive Chairman of Hong Kong Islands District Association, Chairman of OIWA LIMITED, Joint Obligor Secretary of Hong Kong Federation of Women, Honorary President of Islands District JPC, Vice Chairman of the Senior Police Call. Ms. Chau is also the member of Lantau Development Alliance, Central Western, Southern and Islands District Welfare Planning and Coordinating Committee in Social Welfare Department, Hospital Authority North Lantau Hospital Governing Committee, Hong Kong Girl Guides Association (Islands District) and Community Liaison Group of Integrated Waste Management Facilities.

Vice Chairman

Mr. Ng Siu Yuen, Nelson 

Mr. Yu Hon Kwan, Randy, MH, JP

Member

Mr. Cheung Tak Shing

Mr. Ho Chun Fai 

Mr. Ho Siu Kei

Ms. Lee Kwai Chun, MH 

Mr. Li Fung Lok

Mr. Pang Wah Kan 

Mr. Tang Ka Piu, Bill, JP

Mr. Tsui Hoi Leung, Kidsan 

Mr. Tu Sik Man, Simon

Ms. Wong Chau Ping, Joyce 

Mr. Wong Hon Kuen

Mr. Wong Ka Wo, Kelvin 

Mr. Wong Man Hon

Mr. Yung Chi Ming, BBS, MH 

Ms. Yip Yuen Ting, Rita

Honorary Member

Mr. Kwong Kwok Wai, MH

Mr. Lam Wai Keung, Daniel, SBS, JP 

Chairman

Mr. Siu Chor Kee, Caecage is the Chairman of Kowloon City CLP LCAC and has been a member of the Committee since 2001. Mr. Siu is currently the Managing Director of the Ocean Empire Limited. Mr Siu holds a number of public service positions, such as Ex Officio member of the Social Enterprise Advisory Committee of the Home Affairs Bureau, Chairman of Enhancing Self-Reliance Through District Partnership Programme Advisory Committee of the Home Affairs Department, Chairman of Committee on Community Support for Rehabilitated Offenders of Hong Kong Correctional Services, Member of Committee on Support Programme for Employees with Disabilities of the Social Welfare Department, Member of Assessment Panel on Enhancing Employment of People with Disabilities through Small Enterprise Project of the Social Welfare Department, Chairman of Kowloon City District Fight Crime Committee, Permanent Honorary President of the Hong Kong Kowloon City Industry and Commerce Association, and Vice Chairman of Chiu Yang Residents' Association of Hong Kong. He was also the Chairman of Yan Oi Tong and an appointed member of the Tuen Mun District Council.

Vice Chairman

Mr. Chai Kwong Wah, Peter, MH 

Ms. Tsui Hung Ying, MH 

Member

Mr. Chang Kwong Tak

Ir. Ho Chi Shing 

Mr. Ho Hin Ming, BBS, MH

Mr. Gilbert Ho 

Sr. Kam Siu Lam, Angel

Ms. Lee Hin Yui, June 

Ir. Lee Man Kwong, Jonathan

Mr. Mak Hon Kai, BH, MH 

Mr. Ng Hoi Shan, Aaron

Mr. Tang Kwok Wah 

Ms. Diana Wong

Mr. Yang Wing Kit 

Mr. Yue Chee Wing

Honorary Member

Ms. Siu Yuen Sheung, BBS, JP

Chairman 

Mr. Lee Chi Keung, Alan is the Chairman of Kwai Tsing CLP LCAC and has been a member of the Committee since 2001. Mr. Lee is also the Vice Chairman of the Kwai Tsing Safe Community and Healthy City Association, Member of the District Fight Crime (Kwai Tsing) Committee and Member of Kwai Tsing Fire Safety Committee.

Vice Chairman

Mr. Li Wing Kuen, Simon

Ms. Tam Wai Chun, MH 

Member

Mr. Chan Ming Kei

Ms. Chan Oi Yi, Miranda 

Mr. Cheung Yam Lung

Mr. Lam Chi Wah, Gary 

Ms. Lam Chui Ling, Nancy, MH

Mr. Lau Hing Wah, James, MH, JP 

Ms. Li May Ying

Ms. Poon Siu Ping, Nancy, MH 

Mr. Tang Kwok Kong, BBS, MH, JP

Mr. Yu Kam Wing 

Ms. Zhang Yingsi, Tiffany

Chairman

Mr. Yip Hing Kwok, Wilson is the Chairman of Kwun Tong CLP LCAC and has been a member of the Committee since 2001. Mr. Yip is a Member of the Property Management Services Authority. He holds a number of public service positions, such as Chairman of the Amoy Gardens Owners Joint Committee, Member of Kowloon Regional Advisory Committee of Hospital Authority, Chairman of the Hong Kong Obscene Articles Tribunal Adjudicators Association, Member of the Advisory Committee on Recycling Fund and Member of the Municipal Solid Waste Charging Support Group.

Vice Chairman

Mr. Lai Wing Chun

Mrs. Poon Yam Wai Chun, BBS, MH 

Member

Mr. Chong Yam Ming, John, MH

Mr. Terence Cham 

Mr. Chan Wah Yu, Nelson, MH, JP

Mr. Chan Yiu Hung, Jimmy 

Mr. Fung Lap Wing

Mr. Ricky Kong 

Mr. Lai Shu Ho, BBS, MH, JP

Mr. Lam Kin Yau, Ken 

Dr. Lee Ka Kin, Larry

Ms. Leung Fu Wing, BBS, MH 

Ms. Fean Lung

Mr. Ngan Man Yu, Frankie 

Mr. So Koon Chung, Kevin

Chairman

Mr. Lee Koon Hung is the Chairman of North CLP LCAC and has been member of committee since 2013. Mr. Lee is the Chairman of Sha Tau Kok Rural Committee following his third consecutive re-election and the Indigenous Inhabitant Representative of Sha Tau Kok Wu Kau Tang. He is a member of North District Council as well as an Ex Officio Executive Councillor, Heung Yee Kuk New Territories. He also holds a number of public service positions, such as Member of the Community Building, Cultural and Recreational Affairs Committee, Member of District Facilities Management Committee, Member of the District Minor Works and Environmental Improvement Committee, Member of the Concern Group on the Construction of Liantang Boundary Control Point, Member of the North District Signature Projects Steering Group.

Vice Chairman

Mr. Fong Yick Jin, Eugene

Mr. So Sai Chi, SBS, MH

Member

Ms. Chan Yuet Ming

Mr. Chan Yung Chun, Eacy 

Mr. Deng Kai Rong, MH, JP

Mr. Fong Ho Ching, Jacky 

Mr. Hau Chi Keung

Mr. Ho Kwok Kei 

Mr. Ho Shu Kwong, Raymond

Mr. Li Kwong Ming 

Mr. Lai Sum

Mr. Liu Yu Hin, Henry 

Mr. Pang Chun Sing, George, MH

Mr. Yip Yick Shing, Alex

Honorary Member

Mr. Lau Tin Sang, BBS

Mr. Li Kwok Fung 

Mr. Yip Yiu Shing, Chris, MH

Chairman

Mr. Lau Wai Cheung, Peter is the Chairman of Sai Kung CLP LCAC and has been a member of the Committee since 2005. Mr. Lau is the Executive Committee Member of the Hang Hau Rural Committee, Permanent Adviser of Heung Yee Kuk New Territories and Indigenous Inhabitant Representative of Hang Hau Tai Wan Tau. He was a member of the Sai Kung District Council from 2004 to 2019. Mr. Lau holds a number of public service positions, such as Consultant of Honorary Presidents' Association of Fire Safety Ambassador and Member of Incorporated Management Committee of Cheng Chek Chee Secondary School.

Vice Chairman

Mr. Chan Kuen Kwan, MH

Mr. Hiew Chin, BBS, MH 

Member

Mr. Chan Sai Hung, Patrick

Mr. Chau Yin Ming, Francis, BBS, MH 

Mr. Cheung Sau Cheung, Bondi

Mr. Cheung To Shing 

Mr. Lam Kin Lai, JP

Mr. Lau Kai Hong 

Mr. Leung Chi Kong

Mr. Li Ka Leung 

Mr. Ma Yee Sup

Mr. Wan Yuet Cheung, BBS, MH, JP 

Mr. Yau Siu Hung, Kelvin, MH

Honorary Member

Mr. Li Yiu Ban, BBS, MH, JP

Chairman

Mr. Cheung Ching To is the Chairman of Shatin CLP LCAC. He is actively participates in community service since 1996. Mr. Cheung is the president of Hong Kong Girl Guides Sha Tin District Association, Vice Chairman of Friends of The Community Chest Shatin District Committee, and is also the Senior director of Kowloon Chamber of Commerce.

Vice Chairman

Mr. Kam Yam Ming, Ben 

Mr. Leung Chun Pong, Maverick 

Member

Ms. Chan Man Kuen

Mr. Chan Wai Kai, Benjamin 

Mr. Kan Yu Him, Ronald

Ms. Lam Yuk Wah 

Mr. Lau Tik Hung

Mr. Lee Che Kee, MH 

Mr. Leung Chi Kin, MH

Mr. Liu Kam Wah 

Ms. Tung Kin Lei

Mr. Yau Wah On, Patwood 

Mr. Yeung Mang Lam, Ricky

Ms. Yeung Sin Hung, MH 

Honorary Member

Mr. Chan Kwok Tim, BBS, MH

Mrs. Chan Lo Yin Bing, MH 

Mr. Chan Yip Man, Norman

Mr. Cheng Chun Wai 

Mr. Ho Sau Mo, MH

Mr. Tsoi Chiu Hee, Wilson 

Chairman

Dr. Wong Chung Leung is the Chairman of Sham Shui Po CLP LCAC and has been a member of the Committee since 2011. Dr. Wong is the Principal of Heung To Middle School, Chairman of Sham Shui Po School Liaison Committee, Former Chairman of Kowloon Region School Heads Association. He held a number of public service positions, such as the Member of Commission on Youth and Chairman of Committee on Personal, Social & Humanities Education, Curriculum Development Council of Education Bureau.

Vice Chairman

Mr. Chan Keng Chau, BBS, MH, JP

Ms. Kwok Mei Wah, Mimi 

Member

Ms. Chan Kit Yee, Joyce

Mr. Chan Wai Ming, MH, JP 

Ms. Chan Wing Yan, Joephy

Mr. Cheung Ching Yeung, Teddy 

Ms. Ip Hoi Lin, Halina

Mr. Lam Ka Fai, BBS, JP 

Ms. Lam Suk Fong, Jennifer

Mr. Lee Wing Man, MH 

Mr. Leung Kui Ho, MH

Mr. Leung Ping Kin, Jeff 

Mr. Gary Lo

Ms. Ma Yeuk Nung, Cecily 

Mr. Wan Kwok Hung, Joseph, MH

Honorary Member

Mr. Wong Kam Kuen, MH, JP

Mr. Wong Kuen Wai, William, BBS, MH 

Chairman

Mr. Chan Siu Kuen is the Chairman of Tai Po CLP LCAC. Mr. Chan is also a Chairman of Tai Po Sport Association, the first Vice Chairman of Tai Po Rural Committee, Resident Representative of Wong Yi Au Village and Committee Member of Heung Yee Kuk New Territories.

Vice Chairman

Mr. Cheung Kwok Wai, William 

Mr. Choi Kam Kong 

Member

Mr. Chan Cho Leung, MH, JP

Mr. Chan Ting Hin 

Mr. Cheng Lun Kwong

Mr. Chu King Yuen, SBS, MH, JP 

Mr. Chung Kwok Fai, Edwin

Mr. Ho Tai Wai, David, MH 

Mr. Lam B

Ms. Lau Kit Yin, Emmy 

Mr. Li Kwok Ying, Kevin, BBS, MH, JP

Mr. Lok Kwei Sang 

Mr. Mak Shing Ho

Mr. Seto Kin Chung, Dick 

Ms. Wong Yan Yan, Jannie

Mr. Yu Chi Wing 

Honorary Member

Mr. Au Yeung Shiu Keung

Mr. Chung Yick Ming 

Mr. Man Chen Fai, BBS, MH

Mr. Wan Koon Sun, MH 

Chairman

Mr. Chan Sung Ip is the Chairman of Tsuen Wan CLP LCAC, Chairman of Ma Wan Rural Committee, Ex officio member of Tsuen Wan District Council, and Member of Ma Wan Park Advisory Committee.

Vice Chairman

Mr. Chu Tak Wing, Gary

Mr. Lo Siu Kit, Peter, MH 

Member

Mr. Chan Shing Chi, Henry

Mr. Chow Chun Ling, Kenny 

Ms. Choy Lan See, Nerissa

Mr. Fu Chun Kwong 

Mr. Koo Yeung Pong, MH

Mr. Lam Faat Kang, MH 

Mr. Lee Chi Fung, Adam

Mr. Lee Moses 

Mr. Liu Kin Wah, Aaron

Mr. Lo Wing Hon, Jason 

Mr. Wong Ka Wa

Honorary Member

The Hon Chan Han Pan, Ben, BBS, JP

Mr. Chan Wai Ming, David, MH, JP 

Ms. Lee Kit Ming, MH

Mr. Leung Wing Yu, MH 

Chairman

Mr. So Shiu Shing is the Chairman of Tuen Mun CLP LCAC, he has been a member of the Committee since 2003. Mr. So was an elected Member of the Tuen Mun District Council (TMDC) (1982-2019) and held a number of public services positions, including Chairman of the TMDC Traffic and Transport Committee, member of the Traffic Accident Reduction Co-ordination Committee, member of Tuen Mun South East Area Committee, TMDC Social Services Committee and member of the Traffic Accident Reduction Co-ordination Committee.

Vice Chairman

Mr. Chan Yuen Wah, BBS, JP

Mr. Mak Kam Wah 

Member

Ms Chan Yam Ling, Ronnie

Mr Chow Kam Cheung, Simon, BBS, MH 

Ms Ip Shun Hing, BBS, MH, JP

Mr Lai Po Wing, Danny 

Mr Ng Koon Hung

Ms Lee Ying, Robena 

Mr Lam Tak Leung, MH, JP

Mr Keung Kai Pong 

Mr Yu Tai Wai, MH

Mr Tse Tung Hoi 

Ms Siu Pui Yee, Chloe

Mr Lai Tsz Man, MH 

Ms Cheng Siu Mei

Mr Wong Tsan Fai, Patrick 

Mr Lei Siu Wing

Honorary Member

Mr. Chan Wu Ching, MH

Chairman

Mr. Chan Chun Fat, Raymond is the Chairman of Wong Tai Sin CLP LCAC and has been a member of the Committee since 2003. Mr. Chan is the Chairman of China Glory Landscape Architects as well as the Vice Chairman of the Hong Kong Building Leakage Technology Engineering. He holds a number of public service positions, such as the fourth Chairman of Hong Kong Wong Tai Sin Industry & Commerce Association, Honorary President of the Hong Kong Kai Tak Industry & Commerce Association Limited, Founding Chairman the Hong Kong Association of Business Creators as well as Executive President of International Academy of Building Leakproof Technology Engineering.

Vice Chairman

Ms. Lui Kai Lin, Wendy

Dr. Wong Kam Chiu, Matthew, MH 

Member

Mr Mok Chung Fai, Rex, BBS, MH, JP

Mr Li Tak Hong, BBS, MH, JP 

Mr Ho Hon Man, MH, JP

Mr Simon SM Tse 

Mr Ma Chak Wa, Stephen

Mr Mok Kin Wing, MH  

Mr Joe Cheung

Mr Tam Man Chi 

Mr Henry Ngai

Ms. Bonnie Yip 

Ms Kitty Ng

Mr Jeff Mau 

Ms Gigi Yeung

Chairman

Mr. So Chung Ping is the Chairman of Yau Tsim Mong CLP LCAC. He is currently the Chairman of the Executive Committee of the Tsim Sha Tsui District Kai Fong Welfare Association, Vice President of the Hong Kong Civic Association and Founding President of Lions Club of West Kowloon. He dedicated his early years to education and later turned to business and he has devoted to community services for over 40 years. He founded the Lions Club of West Kowloon in 1978, Director of Tung Wah Group of Hospitals from 1984 to 1986, and became the Member of Yau Ma Tei District Board in 1985. In 2012, he was made Honorary University Fellow by the Polytechnic University of Hong Kong and The Hong Kong Baptist University. He was awarded the Chief Executive's Commendation for Community Service in 2000 and the Medal of Honour in 2012.

Vice Chairman

Ms. Au Chor Kwan, Ann

Dr. Chan Kui Sing, Eric 

Member

Ms Wong Shu Ming, MH

Ms Lau Kar Ming, Cherry 

Ms Zheng Zhen, MH

Mr Leung Wah Shing, BBS, JP 

Ir Yee Kwong Fai

Mr Chung Chak Fai  

Ir Tang Ming Sum, Michelle 

Ir Alex W K Cheung 

Mr Tsang Kam Ming, MH

Mr Tam Kim Hung 

Ms W S Sin, Roxanna

Mr Alan C Y Chan 

Mr Kenny Chan

Honorary Member

Dr. Ng Kin Sun

Chairman

Mr. Tai Yiu Wah, Robert is the Chairman of Yuen Long CLP LCAC and has been a member of the Committee since 2009. Mr. Tai is a former member of Yuen Long District Council. He holds a number of public services positions, such as Member of Hong Kong Association of Youth Development Limited, Vice Chairman of Yuen Long Merchants Association, President of Yuen Long District Junior Police Call Honorary President Council, President of Youth of Basketball Association, Vice President of Hong Kong Love and Care Charity Foundation Limited, Chairman of Hong Kong Scout 22nd Shap Pat Heung Group and School Manager of Yuen Long Public Secondary School.

Vice Chairman

Mr. Leung Ming Kin

Mr. Siu Long Ming, MH

Member

Mr Dickie C W Chung

Mr Chong Kin Shing, MH, JP 

Mr Tang Ka Leung

Mr Fong Man Lee 

Mr Yiu Kwok Wai, MH

Mr Cheung Muk Lam 

Mr Tang Hing Ip, BBS

Mr Tang Kwok Sun 

Mr Tang Ka Ho

Mr Tang Chung Wai 

Honorary Member

Mr Leung Che Cheung, BBS, MH, JP

Mr Leung Fuk Yuen 

Mr Man Luk Sing, MH

Mr Sung Wai Ching, MH 

Mr Tang Kwai Yau 

Ms Yau Tai Tai, BBS, MH