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 2022 targets and 2021 performance:

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 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.”

Dr. Johnnie Chan Chairman, CLP Customer Consultative Group

CCG Members (2021-2023)
**Listed in alphabetical order of surname*

CCG Honorary Advisors (2021-2023)

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

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

Our service commitment

Performance standards

Customer and community engagement

About the CCG

CCG Members (2021-2023) *Listed in alphabetical order of surname

CCG Honorary Advisors (2021-2023)

About the LCAC

Role of LCAC

LCAC members

Islands LCAC

Kowloon City LCAC

Kwai Tsing LCAC

Kwun Tong LCAC

North District LCAC

Sai Kung LCAC

Sha Tin LCAC

Sham Shui Po LCAC

Tai Po LCAC

Tsuen Wan LCAC

Tuen Mun LCAC

Wong Tai Sin LCAC

Yau Tsim Mong LCAC

Yuen Long LCAC

CCG Members (2021-2023)
**Listed in alphabetical order of surname*