Service Charter

Service Charter

CEM is committed to provide reliable electricity service and excellent customer service, and continuously improve the efficiency and quality of service by the implementing the following service standards:


Service Standard

Result in 2022


Average Service Availability Index



Customer Average Interruption Duration Index

20 minutes

Supply Connection

New applications for supply of electric energy performed within an agreed period of time, without the need of inspection of the respective installations


4 workdays

Supply Reconnection

Reconnection performed of electric energy disconnected, within an agreed number of working hours after the settlement of outstanding debt amounts


4 hours

Bill Correction

Bills corrected within an agreed period of time after the detection or the notification of the error


3 workdays

Complaint Handling

Justified commercial complaints replied, within an agreed period of time


5 workdays

Appointment Time Schedule

Appointments for inspection or works execution at customer installations, performed within agreed periods of time


2 hours

Emergency Service

Arrivals of the emergency services at the customers’ installations, within an agreed period of time, after receiving notification of the fault by the customer


60 minutes

Supply Restoration

Restoration within an agreed period of time, after receiving notification of the interruption by the Customer


6 hours

Public Lighting

Public lighting lamps repaired, within an agreed period of time, after receiving the notification by the Customers


3 workdays

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