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1. in e e pe al Welcome to CEM Guided with the vision to be one of the best energy suppliers in Asia CEM is committed to providing excellent quality services to you From world class supply reliability rating to warm greetings from our Customer Service Officers in our Customer Service Centre or Call Centre your expectations and needs are always in our mind to excel our pursuit of excellence prepared some handy information in this booklet on every facet you would encounter in using our services and electricity Being your electricity supplier we are committed to providing quality customer services We will uphold a fair and appropriate way to handle all matters related to your electricity supply Should you come across any doubts or problems simply call our Info Line at 2833 9911 You can also find more detailed information at www cem macau com or utilize our latest e Service and mobile app to manage your electricity account and perform various customer services anywhere anytime From enquiry to service request provision of contract number on the upper right hand side of your electricity bill will always help to facilitate our speedy response At CEM we strive to make a difference to your daily lives 6 E Service portal 7 Info Line Metering 16 Understanding your electrical installation 17 Customers responsibilities 19 What to do in case of supply interruption En2. Compact fluorescent lamp Fluorescent tube Television Computer Fan Air conditioner Space heater Dehumidifier Storage type water heater Refrigerator Rice cooker Exhaust hood Microwave oven Electric oven Induction cooker Deep fryer Steamer Washing machine Clothes dryer Vacuum cleaner Dishwasher Dish disinfecting cabinet Iron Hair dryer Power W 5250 4 30 44503 50 400 80 300 2050 1 000 3 000 5 00023 000 2002500 153008000 100 500 002 500 40 150 500 1 500 1 000 5 000 1 500 4 000 0002000 5002800 003000 000 3 006 300 000 2 000 2 000 500 1 000 400 1 000 5001300 Method to calculate usage cost Usage time 1 hour 1 hour 1 hour 1 hour 1 hour 1 hour 1 hour 1 hour 1 hour 15 minutes 24 hours 30 minutes 30 minutes 15 minutes 15 minutes 30 minutes 15 minutes 30 minutes 30 minutes 30 minutes 30 minutes 30 minutes 30 minutes 30 minutes 15 minutes Electrical Appliance Power kW x Time of Usage hours Units of Consumption kWh Units of Consumption kWh x Unit Price Usage Cost MOP Energy cost MOPY 0 020 35 0 01 0 04 0020 08 0 07 0565 0 11 0 42 0 03 0 08 1 40 4 19 1 40 4 19 028 070 052210 53 35 10 08 OANA HOS 0 030710 017052 033 175 105279 053070 021056 0352710 OOO 0 21 0709 1 40 2 10 0 35 0 70 029070 OMIC The power of the electrical appliance is an estimate only Please refer to your electri
3. Www cem macau com and start experiencing the Services available at e Service App Info Line Simply dial 2833 9911 to obtain information and perform certain services Our Customer Service Officers will attend your calls personally during service hours When the line is busy or during non office hours you can choose to leave voice message to us or use our 24 hour self services Language selection Check billing information gt Bill information Obtain a faxed copy of your bill Check next meter reading date Meter reading Submit self reading Schedule meter reading appointment 0 00 Self i Electricity supply services application 0 98 0 Change of subscribed demand o e e Tarst tan 07078 Temmen ten a 0 gt 07 mass joe Srecalamomeemen 078 Faxed copy of application You need to input the 10 digit contract number that is stated on the upper right hand corner of your bill A In case your meter cannot be accessed by our meter reader you can provide us your self reading for up to three consecutive months to avoid estimated consumption In case the meter reading date stated on your electricity bill is not convenient to you you can reschedule another appointment with us With the advancement of technology there are a lot of electrical appliances enhancing our daily living Yet more electrical appliances mean higher energy demand Cases happen that your existing meter size may
4. 11 WWW cem macau com Companhia de Electricidade de Macau CEM S A Siz He IR ER ce
5. Choose a unit with a humidity setting Y Close the windows and doors when the dehumidifier is in use v Clean the air filter regularly Don ts x Don t set the humidity setting too high Energy safety tips Do s v Before you empty the water container turn off and unplug the dehumidifier Y Be sure the area the unit and your hands are dry before you reconnect the cord Induction cooker Microwave oven Do s v Use induction cooker or microwave oven instead of traditional cooker E T Energy safety tips Do s Y Use only suitable cookware Don ts X Don ts use metallic cookware in microwave oven X Don t heat sealed containers on the cooker or in the microwave oven 27 28 Standard Conditions of Supply of Electricity Simplified Version Object of contract CEM will supply the electricity upon compliance with all regulations in force and according to the demand subscribed by the Customer Term of contract 2al 22 The supply contract is signed for an initial term of one month automatically and successively renewable for the same period Customer who intends to terminate the contract must inform CEM in written and with a minimum notice of five working days wherefore the Customer will be liable for any debits due related to energy consumption and demand Availability and interruption of supply a 32 J5 3 4 ORS Bus oy 3 3 4 1 The electricity supply is permanen
6. be inadequate to cater the loads of all your electric appliances You will encounter frequent electricity outages Easy steps to stop the hassle Never underestimate the consequences For more information on how to determine the appropriate subscribed demand visit Applicant must be the contract holder A Upon the approval of the electrical work needed on the installation and payment of respective charges Moving Simple steps for your better protection Through transferring the supply contract you will have full control of managing the power supply issues and avoid unnecessary disputes in the future Simple steps for removals The apartment must be vacated and the contract is terminated after the meter is removed A The deposit will be refunded after all outstanding payments are settled and contract is terminated 11 Reading your meter The register on your meter shows the accumulated electricity consumption which will be read on the date indicated on your bill as Next Reading Date If you would like to know your up to date electricity consumption simply subtract the Actual Reading as stated on your last bill from the reading shown on your meter and multiply it by the Multip Factor The result is your current electricity consumption in kWh If from time to time your meter cannot be accessed please provide us a self reading through our Info Line otherwise your consumption wil
7. cal appliance for the corresponding power 2 Unit price of tariff Al as of Jan 2013 22 Energy usage tips Do s v Pay attention to the energy efficiency label Choose high efficient equipments only v Select electrical appliances of sizes and features that best suit your needs Y Choose electrical appliances with timer or automatic power off function v Unplug and clean electrical appliances regularly without immersing or rinsing it with water Y Use only 3 pin plugs adaptors and extension units in compliance with safety standard and check if they are damaged or worn out Y Allow sufficient space around an electrical appliance for heat dissipation and keep it away from direct sunlight Y Avoid operating more than one electrical appliance from the same socket outlet and watch out for signs of overheating Y Employ experienced electricians to carry out periodic maintenance for electrical appliances Don ts X Don t place an operating electrical appliance near any hot or combustible object such as curtains clothes etc X Don t let children touch the operating electrical appliances especially those with heating or rotating parts X Don t touch any electrical appliance socket outlet or switch if hands are wet X Don t unplug an electrical appliance by pulling its power cord X Don t let power cord extensions adaptors touch hot objects or rotating parts Energy saving and safety tips Refrigera
8. ctuation in energy production cost that is fixed quarterly Government tax Monthly tax payable for the usage of electrical installation Pres EA O To Ha O E bill the environmental friendly choice To care for our environment we encourage you to subscribe the e bill service by visiting our website www cem macau com The electricity bill example used here is applicable only to tariff A customers p pp y Paying your electricity bill We offer a number of payment options for your convenience Our Customer Service Officers are willing to help you select and set up the option that is going to best suit you Bank savings account Credit card account CEM Macao Water Macao Post Banks 7 11 Convenience Store Circle K Convenience Store i Payment options for some of the banks or outlets are subject to minimum service charge Bill payment on due date after cut off time is considered done one day after Please check the cut off time with collection entity to avoid overdue bills 1 Daily cut off time is 5 00 pm Only accept cash below MOP5 000 2 Daily cut off time is 11 00 pm Only accept cash below MOP5 000 13 What happens if you forget to pay the bill There are two payment due dates you need to pay attention to e 1st due date Payment Due Date e 2nd due date Latest Date to Avoid Disconnection If you forget to pay the bill after the Payment Due Date e Bills with am
9. er Electronic meter A metering device for measuring the units of electricity consumed 6 CEM service circuit breaker It is a switch for controlling the subscribed demand 17 I Understanding common types of metering installation safety standard Safety Seal and Calibration Seal guarantee the safety of the electricity supply installation They should remain sealed under any circumstances Contact us immediately if you see any seal missing broken or open Single Phase Electromechanical Meter Electronic Meter Three Phase Electromechanical Meter Safety Seal Il Your responsibilities You are obliged to Inform us and apply for any change of meter location and related electrical installation Do not arbitrarily close the circuit breaker or interfere with the meter and electricity supply installation when the meter operates in normal conditions If the electricity supply installation needs to be terminated do not arbitrarily close the circuit breaker Instead turn off the main control switch at the premises Maintain metering installation area in safe and clean condition and meter panel box in good condition Do not use meter box or room area for any other usage Make sure it remains accessible for our crew to enter and inspect Ill Improper and unsafe conditions What to do in case of supply interruption If the whole building or area is affected it is due to a supply interruption that might ha
10. ergy Saving 8 Is your subscribed demand sufficient for your usage 9 Moving Simple steps for your better protection Appendix Energy Usage cost 22 Energy usage tips 23 Energy saving amp safety tips E Service portal CEM s e Service at www cem macau com offers you comprehensive and personalized services to manage your electricity account You can perform the following services anywhere anytime e Create and manage contract profile with access rights e Get a thorough look of billing information including the latest balance analysis and comparison of consumption history record for the past 13 months e Perform a wide range of online services and applications Apply for new supply Change of contract name Change of subscribed demand meter size Termination of contract Refund of deposit Submit self reading Meter reading appointment Change bill language and paper bill mailing address Apply for payment reminders e bill etc E Service App Synchronized with our e Service portal www cem macau com CEM s new e Service App is now available for both OS and Android platforms It allows you to manage your electricity account and perform various services with the smart phone at your fingertips For current e Service members simply use the same account to login New users can create a new account via the App E App Store P Coogle pla convenience Download now or log on
11. k of the bill 82 Failure to pay the bill is subject to a surcharge over the outstanding amount and suspension of supply after five working days from the payment due date Deposit 2 At the time of signing of the contract CEM reserves the right to demand the Customer a deposit which in whole or in part to settle any debit liable to the Customer 92 CEM holds the right to demand an update of deposit resulted from increase of subscribed demand meter size or reconstitution in whole or in part to settle any debit payable by the Customer to CEM gt Upon termination of contract the deposit is refunded after deduction of any debit due Requests and complaints 10 1 Customer is welcomed to request and or complain on the services through Info Line and or other channels available 10 2 When Customer complains on billing all debits due being investigated will be suspended until a conclusion is obtained Jurisdiction The Court of Law in the Macao SAR will entertain jurisdiction over any disputes that may arise between the Customer and CEM 29 How to contact us Call Centre Customer Service Officers Self service Customer Service Centre Emergency Web Site Customer s Advocate Energy saving tip Take a shower instead of a bath and you ll save about 50 in heating costs Edificio CEM Estrada D Maria Il Macau 2038 Linha Info Info Line 2833 99
12. l be estimated When we use an estimate we will base the amount on the average electricity consumption during the most recent 12 months Problems with your meter If you think your meter is not registering your actual electricity consumption you can apply meter testing through our Customer Service Centre Info Line or E Service Portal Protect yourself from meter tampering Tampering with the meter can be dangerous Simple signs of tampering are the breaking of seals and locks If you suspect that anyone has tampered with your meter please contact our Info Line at once Some meters only record a fraction of the energy consumed Therefore a multiplying factor is required to determine your actual electricity consumption In case your meter cannot be accessed by our meter reader you can provide us your self reading for up to three consecutive months to avoid estimated consumption 4 If the meter is confirmed in ordinary operation MOP 100 will be charged in the next bill Time elapsed is within three working days refers to free access to the electrical installation Your electricity bill Demand subscribed demand in units of kVA Maximum electric load available through the connection of supply as stated in your supply contract Consumption consumption in units of kWh Total units of electricity consumed during the billing period O Tariff clause adjustment Adjustment in tariff to reflect flu
13. mputable to the Customer CEM will proceed with reconnection of supply after default situation is solved and full payment of all amounts associated with the interruption and reconnection is made Energy metering and demand control equipment The energy metering and demand control equipment referring to the meter and service circuit breaker are properties of CEM 4 2 Upon communication to the Customer CEM reserves the right to replace the energy metering equipment whenever deemed necessary 4 3 Customer is responsible for the costs related to damage of the energy metering equipment as a result of causes not related to its normal use Reading of energy consumption Sl Reading of energy consumption is taken monthly as stated on the bill on the Next Reading Date 52 Whenever by reason imputable to the Customer or by force majeure reading could not be taken energy consumption will be estimated according to the average reading of the previous 12 months 55 Consumption estimated in accordance with 5 2 will be adjusted in the next bill based on meter reading Tar ffs Electricity tariffs are fixed by the Macao SAR Billing Energy consumption and related charges are billed monthly pursuant to the electricity tariffs fixed by the Macao SAR Bill payment 8 1 The payment of the bill is due in a maximum of 15 days counted from the reading date at the office of CEM or through institutions and methods indicated on the bac
14. ount below or equal to MOP50 are not subject to any overdue penalty For the first month overdue bill exceeding MOP50 you will need to pay 3 5 of the outstanding amount as the late payment charge with minimum amount of MOP20 For consecutive overdue bills an additional 1 5 late payment charge will be added upon every new bill issued A RED bill will be issued to you with the Lastest Date to Avoid Disconnection Before the Latest Date to Avoid Disconnection you can settle the red bill at other payment outlets Otherwise you will need to visit our Customer Service Centre to settle the red bill If you forget to pay the bill after the Latest Date to Avoid Disconnection e Your power is subject to disconnection Reconnection will be carried out upon settlement of overdue bills and MOP100 reconnection fee plus overdue penalty will be charged in your next bill after the power is resumed 13 Understanding your electrical installation Your electrical installation includes a meter a service circuit breaker and a main switchboard The meter and service circuit breaker are installed on a meter board near the meter room and public area of each floor or the entrance of your building The main switchboard is located inside your apartment which is normally near the entrance Main switchboard The main switchboard includes a main switch serves for disconnection of supply within your apartment e CEM electromechanical met
15. ppen We will work hard to have your supply restored as soon as possible If there is a supply interruption at your home but not at your neighbors switch off all major electrical appliances Then check the status of the main switch If it remains off check the service circuit breaker next to your meter If it is at the off status switch it on However when the electricity supply at your home is in normal condition do not arbitrarily switch off the circuit breaker next to the meter or interfere with the meter or electricity supply installation If for any reasons you need to suspend the power supply at your home please turn off the main switch If you have your supply back it might be due to overload You may need to apply for an upgrade of subscribed demand enlarge meter size If the service circuit breaker is on and you are still without electricity it might be because of a fault in your installation You may need to consult an experienced electrician Safety during supply interruption E 1 Use flashlight instead of candle to avoid fire hazards 2 Turn off all major electrical appliances like air conditioner water heater etc 3 Leave any lighting switch on at home so that you will know when the electricity supply has been restored 20 Energy usage cost To know how to trim your budget on your electricity usage average usage cost of the following examples will be helpful Appliance Incandescent lamp
16. r coils fan and filter Don ts X Don t restart immediately once the air conditioner is switched off Energy saving tips Y Use compact fluorescent bulbs Y Turn off lights in unoccupied areas Y Clean lighting fixtures regularly Energy safety tips Do s Y Stop using the lighting fixture if there are signs of overheating and have it rectified by experienced electricians Don ts X Don t touch energized light bulbs to avoid burns 25 Washing machine Energy saving tips Do s Y Sort and organize your laundry for washing full loads Y Wash your clothes in cold or warm water Don ts X Don t overload the washing machine Energy safety tips Do s Y Adhere to the instructions given in the user manual to remove foreign items in its drainage system periodically Don ts X Don t place the washing machine in wet places Space heater Energy saving tips Do s Y Choose a heater with thermostat setting Y Close the windows to keep the room warm when the heater is on v Switch off the heater 15 30 minutes before leaving home Don ts X Don t block the heater with furniture curtains or appliances X Don t always leave the thermostat at the maximum setting Energy safety tips Do s Y Leave at least 60 cm of space between the heater and any other objects Y Place the heater on a level surface Don ts X Don t use the heater as a dryer by placing clothing over it Dehumidifier Do s Y
17. t and continual in which interruptions or restrictions are only those in result of limitations to consumption determined by service reasons fortuitous events or force majeure prior accord acts imputable to the Customer Service reasons are those due to network operation maintenance and repair works on the distribution network deemed necessary Fortuitous events or force majeure are natural disasters wars disruption of public order and similar cases of unexpected nature Acts imputable to the Customer are a opposition to inspection of installation within the appointed schedule b failure to pay the bills on or before the payment due date c fraud d failure to update guarantee for transfer of contract e failure to regularize default situations from fraud f impossibility to take meter reading for four consecutive months and g non compliance with provisions that aim at eliminating any type of disruption in network operation and other installations For planned interruption CEM should give individual announcement or whenever infeasible public announcement in the media no less than 36 hours in advance For cases where advance announcement cannot be applied due to urgency of interruption CEM should proceed with the necessary works immediately and give public announcement In newspaper Due to safety reasons all electrical installations shall be considered live during interruption of supply When the interruption is i
18. tor Energy saving tips Do s Y Fill approximately 2 3 full to achieve efficient operation Y Set to recommended temperatures of 3 4 C for the fresh food compartment and 18 15 C for the freezer Y Clean the condenser coils regularly Don ts X Don t place hot food and open the door frequently X Don t locate the refrigerator close to heat sources Energy safety tips Do s Y Leave at least 5 cm on each side for heat dissipation Y Stop using if the refrigerator is too noisy or there are abnormal vibrations Arrange for an inspection by experienced electricians Electric water heater Do s Y Taking showers instead of baths Y Setthe thermostat at a lower temperature if only a small amount of hot water is needed or in summer Y Install the heater near where you use hot water Don ts x Don t use overheated water Energy safety tips Do s Y Stop using and switch off the water heater immediately if steam is emitting abnormally from the shower or any vent outlet and arrange for repair by experienced electricians 24 Air conditioner Do s v Set thermostat at 25 C and use fan to provide supplemental cooling Y Clean the air conditioner filter regularly v Install the air conditioner on the shaded side of the room Don ts X Don t block the air conditioner vents Energy safety tips Do s Y Contact an experienced electrician to have the following checked annually refrigerant charging condense
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