|
| Service
Standards |
Results
of 2007 |
|
Electricity supply |
Ensure electricity supply availability throughout the year. |
On
Target |
|
Give an advance notice of 2 working days if electricity supply
has to be interrupted. |
On
Target |
|
Connection of Supply |
Connect electricity
supply and a meter within 3 working days if inpsection is
unnecessary. |
On Target |
Connect electricity
supply to new buildings within 10 working days after job acceptance. |
Improvement
needed |
Reconnect
disconnected electricity supply within 2 hours of settlement
of outstanding charges. |
On
Target |
Accomplish
change of subscribed demand within 2 working days upon acceptance
of the application. |
On
Target |
|
Electricity Accounts |
Resolve bill
discrepancy within 2 working days. |
On Target |
Terminate
the customers' contract (disconnect the supply and remove
the meter) within 2 working days. |
On Target |
|
Refund deposit, in cash or by cheque, within 3 working days. |
On Target |
|
Customer Services |
Answer
calls at Info Line within 4 rings. |
Improvement
needed |
|
Reply to customer's letters through mail or fax within 8
working days of receipt. |
Improvement
needed |
Attend
to customers at our service centre within 10 minutes. |
Improvement
needed |
Give
customers our solutions to their complaints within 3 working
days. |
Improvement
needed |
Schedule appointments
for installation inspections or meter reading or installaton
within 3 working days.
|
On Target |
Keep
appointments for installation inspections or meter reading
or installation within a 1-hour time slot. |
On
Target |
|
Emergency Service |
Arrive at
site for loss of supply inspection within 30 minutes upon
notification.
|
On Target
|
Restore
electricity supply within 4 hours upon outage notification.
|
On
Target |
| Public
Lighting |
Repair
defective public lighting within 2 working days upon customer
notification.
|
Improvement
needed |
Please note :
If we fall short of our goal, we pledge to do our best to find a
prompt solution. On some occasions beyond our control, like severe
weather conditions or constraints on premises access, we may not
be able to fulfill our commitments.
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