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 2025 targets and 2024 performance:

Performance Standards
2025 Targets
2024 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 

99.8%

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

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.”

CCG Members (2023-2025)
*Listed in alphabetical order of surname

CCG Honorary Advisors (2023-2025)

Ir. William Chan, JP
Mr. Anthony Koo
Mr. Li Kai Ming
Mr. Ivan Pong
Dr. Corinna Siu
Mr. Larry Sze
Mr. Clement Tao, BBS, JP
Mr. Simon Wong, BBS, JP
Latest update: 20/11/2023

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 

(TBC)

Vice Chairman

(TBC)

Member

Ms Chau Chuen Heung, SBS, MH, JP
Mr Cheung Tak Shing
Mr Chow Yuen Kuk, Jonathan
Mr Ho Chun Fai
Mr Ho Siu Kei
Mr Hui Chun Lung, MH
Ms Lau Suk Han, Rita
Ms Lee Kwai Chun, MH
Mr Luo Cheng Huan, MH
Mr Ng Choi Wah, MH
Mr Ng Man Kit
Mr Pang Wah Kan, MH
Mr Tu Sik Man, Simon
Ms Wong Chau Ping, Joyce, MH
Mr Wong Hon Kuen
Mr Wong Man Hon, MH
Mr Yu Hon Kwan, Randy, MH, JP

Honorary Member

Mr Kwong Kwok Wai, MH

Mr Lam Wai Keung, Daniel, SBS, JP

Hon Tang Ka Piu, Bill, BBS, JP

Mr Yung Chi Ming, SBS, MH

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Ms Ching Ngon Lai

Ms Fung Mo Kwan

Mr Ho Hin Ming, BBS, MH

Ms Justina Ho

Mr Kwan Ho Yeung, Roger

Ms Lam Suk Fong, Jennifer

Mr Lee Chiu Yu

Ir Sr Lee Man Kwong, Jonathan

Mr Lio Weng Tong

Ms Man Sze Wing, Jessica, MH

Mr Ng Hoi Shan, Aaron, MH

Dr. Rizwan Ullah, MH, JP

Mr Spencer Kwan

Mr Tang Kwok Wah

 

Honorary Member

Mr Chai Kwong Wah, Peter, MH

Mr Mak Hon Kai, BH, MH

Ms Siu Yuen Sheung, BBS, JP

Hon Yang Wing Kit

Chairman 

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Chi Wing, MH

Ms Chan Oi Yi, Miranda

Mr Cheung Yam Lung

Mr Chung Wai Ming, William

Mr Chow Kim Ho

Ms Kwok Fu Yung, MH

Ms Lam Chui Ling, Nancy, MH, JP

Dr Lam Lik Shan,Lesly

Ms Lau Chi Wan, Vanessa

Mr Lau Hing Wah, James, BBS, MH, JP

Ms Lau Mei Lo

Mr Li Wing Kuen, Simon

Ms Tam Wai Chun, BBS, MH

Ms Zhang Yingsi, Tiffany

Honorary Member

Mr Lee Chi Keung, Alan, MH

Ms Poon Siu Ping, Nancy, MH

Mr Tang Kwok Kong, BBS, MH, JP

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Wah Yu, Nelson, MH, JP

Mr Chan Yiu Hung, Jimmy, MH

Mr Cheung Yiu Pan

Mr Choi Chi Leung, Dickson

Mr Chong Yue Kwan, Jerry

Ms Elaine Ng

Mr Kan Ming Tung

Mr Lai Wing Chun, MH

Ms Lee Shuk Woon, Sophia, MH

Mr Lui Tung Hai, MH

Mr Raphael Poon

Mr Terence Cham

Mr Wong Chun Ping, BBS, MH, JP

Mr Yip Hing Kwok, Wilson, BBS, MH, JP

Ms Yu Juliana

 

Honorary Member

Ms Leung Fu Wing, BBS, MH

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Hon Chan Yuet Ming, MH

Mr Chu Wai Lam

Mr Hau Chi Keung

Ir Dr Ho Kwok Kei

Mr Kai Fung Sze

Mr Lai Sum

Mr Lee Pui Ah

Mr Li Kwong Ming

Mr Liu Yu Hin, Henry, MH

Mr Lakhvinder Singh

Mr Lee Koon Hung, MH, JP

Mr Pun Hau Man, MH

Mr Wan Wo Fai, MH

Mr Yiu Ming, MH

Mr Yip Yik Shing, Alex, MH

Honorary Member

Mr Li Kwok Fung

Mr So Sai Chi, SBS, MH

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Chi Ho, Victor

Mr Chan Kuen Kwan, MH

Mr Cheng King Man

Mr Cheung To Shing

Mr Lai Chun Wing, Alan

Mr Lau Kai Hong, MH

Mr Lau Wai Cheung, Peter, MH

Mr Leung Chi Kong

Ms Leung Fung Yu, MH

Mr Li Ka Leung, MH

Dr Tim Woo

Mr Wan Yuet Cheung, BBS, MH, JP

Mr Wong Wang To, MH

Mr Yau Ho Lun

Mr Yau Siu Hung, Kelvin, MH

Ir Dr Yiu H.L.

Honorary Member

Mr Lam Kin Lai, JP

Mr Li Yiu Ban, BBS, MH, JP

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Au Chi On, Paul

Ms Chan Man Kuen, MH

Dr Chan Wai Kai, Benjamin, MH

Mr Cheung Chi Yin

Mr Deng Kai Rong, BBS, MH, JP

Mr Kan Yu Him, Ronald

Miss Law Yuen pui

Ms Lam Yuk Wah

Miss Lee Ching Yee, Janet, MH

Mr Leung Chun Pong, Maverick

Prof Li Wai Chi, Ada

Mr Tang Siu Fung, Calvin

Ms Tung Kin Lei

Mr Yau Yik Chung, Henry

Mr Wong Wai Yue, MH

 

Honorary Member

Mr Chan Kwok Tim, BBS, MH

Mrs Chan Lo Yin Bing, MH

Mr Chan Yip Man, Norman

Mr Cheung Ching To

Mr Ho Sau Mo, MH

Mr Lee Che Kee, MH

Mr Leung Chi Kin, MH

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Wai Ming, BBS, MH, JP

Hon Chan Wing Yan, Joephy

Mr Choy Sai Hung, MH

Ir Prof. Chung Shu Hung, Henry

Mr Lam Ka Fai, BBS, JP

Mr Leung Kui Hoi, BBS, MH

Mr Leung Ping Kin, Jeff

Mr Lo Chi Chiu, Jason

Mr Lo Chi Kwong, Gary

Ms Mimi Kwok

Dr Pong Chiu Fai, MH

Mr Wan Kwok Hung, Joseph, MH

Dr Wong Chung Leung, Joe, MH, JP

Mr Wong ChunHung, Hanson

Mr Yeung Kwong Yuen, Edward

Honorary Member

Mr Wong Kuen Wai, William, BBS, MH 

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Cho Leung, MH, JP

Mr Chan Siu Kuen, MH, JP

Mr Cheng Lun Kwong

Mr Cheung Yuk Man, Lucas

Mr Choi Kam Kong, MH

Ir Chung Kwok Fai, Edwin

Mr Fan Hoi Kit, MH, JP

Mr Lam B

Mr Lau Man Kit, Manley, MH

Ms Li Chui Kuen

Mr Lo Hiu Fung, MH

Mr Lok Kwei Sang

Mr Mak Shing Ho

Ms Wong Yan Yan, Jannie

Mr Wu Cheuk Him

Mr Yip Yick Siu

Mr Yu Chi Wing, MH

Honorary Member

Mr Chu King Yuen, SBS, MH, JP

Mr Chung Yick Ming

Mr Ho Tai Wai, David, MH

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

Mr Man Chen Fai, BBS, MH

Mr Wan Koon Sun, MH

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Shing Chi

Ms Chan Shun Shun

Mr Chan Sung Ip, BBS, MH

Ms Choy Lan See, Nerissa

Mr Fung Cheuk-nang, Clement, MH

Mr Ho Yee Keung, Jesse

Mr Koo Yeung Pong, MH

Mr Lee Chi Fung, Adam

Mr Lo Siu Kit, Peter, MH, JP

Ms Tang Pui Shan

Mr Pang Che Chung, Kenneth

Ms Wong Shuk Fan, Luparker

Mr Wong Siu Wa

Mr Wong Wai Kit, MH

 

 

Honorary Member

Hon Chan Han Pan, Ben, BBS, JP

Mr Chan Wai Ming, David, MH, JP

Ms Lee Kit Ming, MH

Mr Moses Lee

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Sau Lun

Mr Cheng Yin Kwan, Andy

Mr Cheung Kin Sun

Ms Ip Shun Hing, SBS, MH, JP

Mr Kam Man Fung

Mr Lai Po Wing, Danny

Mr Lam Chun Chuen, Moti

Mr Lau San Chak, Owen

Mr Lei Siu Wing

Mr Leung Cheuk Yin

Mr Mo Shing Fung

Dr Siu Pui Yee, Chloe

Mr Tsang Hing Chung

Mr Tse Tung Hoi

Mr Tse Wing Hang

Mr Yu Tai Wai, MH

Honorary Member

Mr Chan Yuen Wah, Alexander, BBS, JP

Mr Chow Kam Cheung, Simon, BBS, MH

Mr Lai Tsz Man, MH

Mr Lam Tak Leung, MH, JP

Ms Lee Ying, Robena, MH

Mr Mak Kam Wah

Mr So Shiu Shing, MH

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Chun Fat, Raymond

Mr Ho Hon Man, MH, JP

Mr Kwok Man kwan, MH

Ms Lau Yuen Yee, Janus

Mr Li Tak Hong, SBS, MH, JP

Ms Lui Kai Lin, Wendy, MH

Mr Ma Chak Wa, Stephen, MH, CStJ

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

Mr Mok Kin Wing, MH

Mr Wong Eric

Mr Yeung Chi Hung, MH

Mr Yeung Nok Hin

Ms Yeung Oi Chun, Gigi

Mr Yu Wai Chun

Mr Yuet Ngai Keung

 

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Ms Aruna Gurung

Mr Chan Chung Yee, Alan

Ms Cheung Yee May, Mimi, JP

Mr Chuck Tak Kong, Simon

Mr Chung Chak Fai

Mr Ip Ngo Tung, Chris, BBS, JP

Mr Lau Wing Kwai, Nixon

Mr Leung Wah Shing, BBS, JP

Mr Lee Wai Ming, Ken

Ms So Mei Tong, May

Ir Tang Ming Sum, Michelle

Mr Ting Tin Yau, Emmanuel, MH

Ms Wong Shu Ming, MH, JP

Mr Wong Tsz Shing, Alex, MH

Ms Zheng Zhen, MH

Chairman

(TBC)

Vice Chairman

(TBC)

Member

Mr Chan Kin Yip, BBS, MH

Mr Cheung Wai Sum

Mr Chong Kin Shing, MH, JP

Mr Fong Chi Shing, Eric

Mr Lam Chung Yin, Angus

Mr Leung Ming Kin

Ms Liu Siu Lin

Ms Ma Shuk Yin, MH

Ms Siu Long Ming, MH

Mr Tang Cheuk Lun

Mr Tang Chung Wai

Mr Tang Ka Ho

Ms Wong Wai Ling

Mr Wong Wing Ho, Allan

Mr Wong Yuen Tai, MH

Mr Yiu Kwok Wai, MH

Honorary Member

Mr Fong Man Lee

Mr Leung Che Cheung, SBS, MH, JP

Mr Leung Fuk Yuen

Mr Man Luk Sing, MH

Mr Tai Yiu Wah Robert, BBS, MH, JP

Mr Tang Ka Leung, MH

Mr Tang Hing Ip, BBS

Ms Yau Tai Tai, BBS, MH

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