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 2022 targets and 2021 performance:
Performance Standards
2023 Targets
2022 Results
Reliability of electricity supply
>99.99%
Notify customers 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 investigation 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%
Reconnect supply within the same day of payment of outstanding charges
95%
Answer Emergency Service Hotline by Customer Service Officer within 20 seconds (effective in 2022)
90% of answering time
Answer Enquires Hotline by Customer Service Officer within 20 seconds (effective in 2022)
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
CLP Customer Consultative Group (CCG)
CLP Local Customer Advisory Committees (LCAC)
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 15 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 three 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.”
Dr. Johnnie ChanChairman, CLP Customer Consultative Group
CCG Members (2021-2023)
*Listed in alphabetical order of surname
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
Mr Yu Hon Kwan, Randy, MH, JP, is the Chairman of Islands CLP Local Customer Advisory Committee and the Chairman of Islands District Council. He also serves the community via a number of public service positions, such as the Chairman of District Fight Crime Committee (Islands District), Islands Healthy City and Age-friendly Community Working Group; member of the Security Bureau’s Independent Police Complaints Council, Development Bureau’s Lantau Development Advisory Committee, Development Bureau’s Lantau Conservation Fund Advisory Committee, Agriculture, Fisheries and Conservation Department’s Country and Marine Parks Board, and Hospital Authority’s North Lantau Hospital Governing Committee. He is also the Chairman of both Hong Kong Islands District Association and Islands Community Foundation Association. Mr. Yu was appointed Justice of the Peace in 2010, awarded a Medal of Honour in 2015, and appointed New Territories Justice of the Peace in 2020. Mr. Yu graduated from University of Reading with a BSc (Hons) in Quantity Surveying, Mr Yu is a member of the Royal Institution of Chartered Surveyors. He was also a lecturer at universities in Hong Kong and the UK, teaching subjects in construction field. Mr Yu is currently the General Manager (Community Relations) at Henderson Land Development Company Limited.
Vice Chairman
Mr Hui Chun Lung
Mr Wong Man Hon, MH
Member
Ms Chau Chuen Heung, SBS, MH, JP
Mr Cheung Tak Shing
Mr Ho Chun Fai
Mr Ho Siu Kei
Ms Lau Suk Han, Rita
Ms Lee Kwai Chun, MH
Mr Pang Wah Kan
Mr Siu Chung Ming, Raymond
Hon Tang Ka Piu, Bill, BBS, JP
Mr Tu Sik Man, Simon
Ms Wong Chau Ping, Joyce
Mr Wong Hon Kuen
Ir Wong Ka Wo, Kelvin
Ms Yip Yuen Ting, Rita
Mr Yung Chi Ming, BBS, MH
Honorary Member
Mr Kwong Kwok-wai, MH
Mr Lam Wai-keung, Daniel, SBS, JP
Mr Ng Siu Yuen, Nelson
Chairman
Mr Siu Chor Kee, Caecage, BBS, MH, JP, 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 Member of the Hong Kong SAR Fight Crime Committee, Vice Chairman Hong Kong Repertory Theatre, HKJPA 2nd Vice President, Chairman of Action Green Committee Limited, Vice Chairman of Chiu Yang Residents' Association of Hong Kong, Permanent Honorary President of the Hong Kong Kowloon City Industry and Commerce Association. He was also 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 District Fire Safety Committee Kowloon City District, Chairman of Kowloon City District Fight Crime Committee, and 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 Kwan, Spencer
Ir Sr Lee Man Kwong, Jonathan
Mr Lio Weng Tong
Mr Ng Hoi Shan, Aaron
Mr Tang Kwok Wah
Hon Yang Wing Kit
Mr Yue Chee Wing, Admond
Ms Diana Wong
Sr Kam S. L., Angel
Ms Lee Hin Yui, June
Honorary Member
Ms Siu Yuen Sheung, BBS, JP
Mr Mak Hon Kai, BH, MH
Chairman
Mr. Lee Chi Keung, Alan, MH, is the Chairman of Kwai Tsing CLP LCAC and has joined the Committee since 2001. Mr. Lee is also the Vice Chairman of the Kwai Tsing Safe Community and Healthy City Association and member of Kwai Tsing District Fire Safety Committee.
Vice Chairman
Mr Li Wing Kuen, Simon
Ms Tam Wai Chun, BBS, MH
Member
Mr Chan Ming Kei
Ms Chan Oi Yi, Miranda
Mr Cheung Yam Lung
Mr Chow Kim Ho
Mr Lam Chi Wah, Gary
Ms Lam Chui Ling, Nancy, MH, JP
Ms Lau Chi Wan, Vanessa
Mr Lau Hing Wah, James, MH, JP
Ms Li May Ying
Mr Ngai Kwan Lam
Ms Zhang Yingsi, Tiffany
Honorary Member
Ms Poon Siu Ping, Nancy, MH
Mr Tang Kwok Kong, BBS, MH, JP
Chairman
Mr Yip Hing Kwok, Wilson, BBS, MH, JP, 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 Committee, Chairman of 1070th East Kowloon Group of the Scout Association of Hong Kong, Chairman of the Hong Kong Obscene Articles Tribunal Adjudicators, President of Association of District Ambassador and Member of the Municipal Solid Waste Charging Support Group.
Vice Chairman
Mrs Poon Yam Wai Chun, Winnie, BBS, MH
Mr Lai Wing Chun
Member
Mr Chan Wah Yu, Nelson, MH, JP
Mr Chan Yiu Hung, Jimmy, MH
Mr Chong Yam Ming, John, BBS, MH
Mr Fung Lap Wing
Mr Lai Shu Ho, BBS, MH, JP
Mr Lam Kin Yau, Ken
Mr Lee Ka Kin, Larry Dr
Mr Lui Tung Hai, MH
Hon Ngan Man Yu, Frankie
Mr Raphael Poon
Mr So Koon Chung, Kevin
Mr Terence Cham
Ms Elaine Ng
Ms Fean Lung
Honorary Member
Ms Leung Fu Wing, BBS, MH
Chairman
Mr Lee Koon Hung, MH, is the Chairman of North CLP LCAC and has been a 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 Vice Chairman of North District Council as well as an Ex Officio Executive Councillor of Heung Yee Kuk New Territories.
Vice Chairman
Mr Deng Kai Rong, BBS, MH, JP
Mr Fong Yick Jin, Eugene
Member
Hon Chan Yuet Ming
Hon Chu Kwok Keung
Mr Fong Ho Ching, Jacky
Mr Hau Chi Keung
Ir Dr Ho Kwok Kei
Mr Lai Sum
Mr Li Kwong Ming
Mr Liu Yu Hin, Henry
Mr Pang Chun Sing, George, MH
Mr Wan Wo Fai, MH
Mr Alex Yip, MH
Mr Yiu Ming
Honorary Member
Mr Lau Tin Sang, BBS
Mr Li Kwok Fung
Mr So Sai Chi, SBS, MH
Mr Yip Yiu Shing, Chris, MH
Chairman
Mr Lau Wai Cheung, Peter, MH, 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. Mr. Lau holds a number of public service positions, such as Consultant of Honorary Presidents' Association of Fire Safety Ambassador, Vice Chairman of Sai Kung District Sports Association and Member of Incorporated Management Committee of Cheng Chek Chee Secondary School.
Vice Chairman
Mr Chan Kuen Kwan, MH
Mr Yau Siu Hung, Kelvin, MH
Member
Mr Chan Sai Hung, Patrick
Mr Chau Yin Ming, Francis, BBS, MH
Mr Cheung Sau Cheung, Bondi
Mr Cheung To-shing
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 Ho Lun
Ir Dr Yiu H.L.
Ms Leung Yin Ping
Honorary Member
Mr Li Yiu Ban, BBS, MH, JP
Mr Hiew Chin, BBS, MH
Mr Lam Kin Lai, JP
Chairman
Mr LEE Che Kee, MH, is the Chairman of Shatin CLP LCAC and has been a member of the committee since 2009. Mr. Lee is the first Vice Chairman of Shatin Rural Committee, Indigenous Inhabitant Representative of Ngau Pei Sha Village and Vice Chairman of Shatin Sport Association.
Vice Chairman
Mr Chan Wai kai, Benjamin
Mr Leung Chun Pong, Maverick
Member
Ms Chan Man Kuen, MH
Ms Chan Po Yin
Mr Vincent Chua
Mr Chung Siu Ming
Mr Kan Yu Him, Ronald
Ms Lam Yuk Wah
Mr Lau Tik Hung
Ms Lee Wai Tsz
Mr Liu Kam Wah
Ms Tung Kin Lei
Mr Henry Yau
Mr Yau Wah On, Patwood
Mr Ricky Yeung
Honorary Member
Mr Chan Kwok Tim, BBS, MH
Mrs Chan Lo Yin Bing, MH
Mr Norman Chan
Mr Cheng Chun Wai
Mr Cheung Ching To
Mr Ho Sau Mo, MH
Mr Leung Chi Kin, MH
Mr Tsoi Chiu Hee, Wilson
Ms Yeung Sin Hung, MH
Chairman
Dr. Wong Chung Leung, JP, 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 Election Committee Member of The Fourth Sector, 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 Wa, Mimi
Member
Mr Chan Wai Ming, BBS, MH, JP
Hon Chan Wing Yan, Joephy
Ms Chan Kit Yee, Joyce
Mr Cheung Ching Yeung, Teddy
Mr Choy Sai Hung
Ms Ip Hoi Lin, Halina
Mr Lam Ka Fai, BBS, JP
Ms Lam Suk Fong, Jennifer
Mr Leung Ping Kin, Jeff
Mr Leung Kui Hoi, MH
Mr Lo Chi Kwong, Gary
Ms Ma Yeuk Nung, Cecily
Mr Wan Kwok Hung, Joseph, MH
Mr Yeung Kwong Yuen, Edward
Honorary Member
Mr Wong Kuen Wai, William, BBS, MH
Chairman
Mr Chan Siu Kuen, MH, JP, is the Chairman of Tai Po CLP LCAC. Mr. Chan is also the Chairman of Tai Po South Area Committee, the First Vice Chairman of Tai Po Rural Committee, Indigenous Inhabitant 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, MH
Member
Mr Chan Cho Leung, MH, JP
Mr Chan Ting Hin
Mr Cheng Lun Kwong
Mr Lucas Cheung
Ir Chung Kwok Fai, Edwin
Mr Ho Tai Wai, David, MH
Mr Lam B
Ms Emmy Lau
Mr Lok Kwei Sang
Mr Mak Shing Ho
Mr Dick KC Seto
Ms Wong Yan Yan, Jannie
Mr Yu Chi Wing, MH
Honorary Member
Mr Chu King Yuen, SBS, MH, JP
Mr Chung Yick Ming
Mr Li Kwok Ying, Kevin, BBS, MH, JP
Mr Man Chen Fai, BBS, MH
Mr Wan Koon Sun, MH
Chairman
Mr Chan Sung Ip, BBS, MH, is the Chairman of Tsuen Wan CLP LCAC, Chairman of Ma Wan Rural Committee, Ex officio member and Chairman of Traffic and Transport Committee of Tsuen Wan District Council, and member of Ma Wan Park Advisory Committee.
Vice Chairman
Mr Koo Yeung Pong, MH
Mr Lo Siu Kit, Peter, MH
Member
Mr Chan Shing Chi, Henry
Ms Chan Shun Shun
Mr Chow Chun Ling, Kenny
Ms Choy Lan See, Nerissa
Mr Fu Chun Kwong
Mr Lam Faat Kang, MH
Mr Lo Wing Hon, Jason
Mr Lee Chi Fung, Adam
Mr Moses Lee
Ms Tang Pui Shan
Mr Wong Ka Wa
Mr Wong Man Fai, Andy
Ms Wong Shuk Fan, Luparker
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 Chow Kam Cheung, Simon, BBS, MH, is currently the Chairman of Tuen Mun CLP LCAC, and he has been a member of the Committee since 2005. Mr Chow holds a number of public services positions, such as Chairman of Tuen Mun North West Area Committee, Chairman of Managing Trustees of The Charitable Trust of Tsing Shan Monastery, Vice Chairman of Tuen Mun District Dargon Boat Race Committee and Member of Tuen Mun Committee on the Promotion of Civic Education.
Vice Chairman
Mr Lai Tsz Man, MH
Ms Lee Ying, Robena
Member
Mr Chan Sau Lun
Ms Chan Yam Ling, Ronnie
Ms Cheng Siu Mei
Mr Cheung Kin Sun
Ms Ip Shun Hing, BBS, MH, JP
Mr Keung Kai Pong
Mr Lai Po Wing, Danny
Mr Moti Lam
Mr Lei Siu Wing
Mr Mak Lui Lok
Ms Siu Pui Yee, Chloe
Mr Tse Tung Hoi
Mr Wong Tsan Fai, Patrick
Mr Yu Tai Wai, MH
Honorary Member
Mr Chan Wu Ching, MH
Mr Chan Yuen Wah, Alexander, BBS, JP
Mr Mak Kam Wah
Mr So Shiu Shing, 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, MH
Mr Ma Chak Wa, Stephen, MH, CStJ
Member
Mr Cheung Wing Leung, Joe
Mr Ho Hon Man, MH, JP
Mr Li Tak Hong, BBS, MH, JP
Mr Mau Kwok Sheung
Mr Mok Chung Fai, Rex, BBS, MH, JP
Mr Mok Kin Wing, MH
Ms Ng Sau Fun, Kitty
Mr Ngai Henry
Mr Tam Man Chi
Mr Tse Shui Man, Simon
Mr Wong Eric
Mr Yeung Chi Hung, MH
Mr Yeung Nok Hin
Ms Yeung Oi Chun, Gigi
Ms Yip Kwok Pui, Bonnie
Mr Yu Wai Chun
Honorary Member
Dr Wong Kam Chiu, Matthew, MH
Chairman
Mr. So Chung Ping, MH, 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
Mr Chan Chung Yee, Alan
Mr Chan Ming Shing, Kenny
Ms Cheung Yee May, Mimi, JP
Mr Chung Chak Fai
Ms Lau Kar Ming, Cherry
Mr Lau Wing Kwai, Nixon
Mr Leung Wah Shing, BBS, JP
Ms Sin Wai Sze, Roxanna
Mr Tam Kim Hung
Ir Tang Ming Sum, Michelle
Mr Tsang Kam Ming, MH
Ms Wong Shu Ming, MH, JP
Ir Yee Kwong Fai
Mr Yip Koon Shing, Desmond
Ms Zheng Zhen, MH
Honorary Member
Dr Ng Kin Sun
Chairman
Mr Tai Yiu Wah, Robert, BBS, MH, JP, is the Chairman of Yuen Long CLP LCAC and has been a member of the Committee since 2009. Mr Tai is currently 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, Vice President of Hong Kong Love and Care Charity Foundation Limited and Supervisor of Yuen Long Merchants Association Primary School.
Vice Chairman
Mr Leung Ming Kin
Mr Siu Long Ming, MH
Member
Mr Chan Kin Yip, BBS, MH
Mr Cheung Wai Sum
Mr Chong Kin Shing, MH, JP
Mr Dickie C W Chung
Mr Fong Man Lee
Ms Lai Yuen Shan
Mr Tang Chung Wai
Mr Tang Hing Ip, BBS
Mr Tang Ka Ho
Mr Tang Ka Leung, MH
Mr Wong Wing Ho, Allan
Mr Yiu Kwok Wai, MH
Honorary Member
Mr Cheung Muk Lam
Mr Leung Che Cheung, SBS, MH, JP
Mr Leung Fuk Yuen
Mr Man Luk Sing, MH
Mr Sung Wai Ching, MH
Ms Yau Tai Tai, BBS, MH
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