Frequently Asked Questions

Billing and Payment

  • How can I pay my bill?

    • To pay online, via Western Union Speedpay, click here. Please allow 1-2 business days for your account to be credited.
    • To pay at one of our offices, click here to find our office locations and hours.
    • To pay by charge, checking or savings debit card, or electronic check, please call 1-888-813-2207. Payment fees will apply. Please allow 1-2 business days for your account to be credited.
    • To pay online, via MyCheckFree, click here. Please allow 3-5 business days for payment to be posted to your account.
    • To remit your payment by mail, please use the mailing addresses below
      • Hawaiian Electric Company
        P.O. Box 3978
        Honolulu, HI 96812-3978
      • Hawaii Electric Light Company
        P.O. Box 909
        Honolulu, HI 96808-0909
      • Maui Electric Company (For customers on Maui, Lanai, and Molokai)
        P.O. Box 1670
        Honolulu, HI 96806-1670
    • Payments can be made at these Western Union locations on Oahu, Maui and Hawaii Island.
  • Why did I receive an estimated bill?

    There may be times when we are unable to obtain a reading - the meter may be located in an area that is inaccessible, or there may be a dog in the yard prohibiting safe access to the meter. In these situations, your bill will be estimated based on your average historical usage.

  • Can I change my billing due date?

    The company's billing cycle is based upon when your meter is read each month. The due date for your bill is approximately 15 business days after the bill is mailed. We realize this may not be convenient for everyone. If you would like to make payment arrangements, please call your company's Customer Service department.

  • When does my bill become delinquent?

    If your bill is not paid by the due date shown on your billing statement, it is delinquent. A late payment fee of 1% of your past due balance will be assessed.

  • What is the service charge for a returned payment?

    • The service charge is $22 at Hawaiian Electric Company.
    • The service charge is $16 at Hawaii Electric Light Company.
    • The service charge is $25 at Maui Electric Company.

Disconnected Service - Failure to pay your bill may result in your electric service being disconnected

  • Once payment has been made, when will electric service be restored?

    • Once the appropriate payment is made, including any deposit amount (new or additional) and reconnection fee, your electric service will be restored on the next business day. We will make every effort to restore electric service on the same day; however, we do not guarantee services will be restored the same day. If there are circumstances beyond our control that prevent our representative from reconnecting your meter, your service will be restored the next business day. (On Fridays or days before a holiday, service will be restored on the following business day.)
    • The reconnection fees are as follows:
      • Hawaiian Electric Company - The fee is $45 for same day reconnections; $20 for reconnections completed the next business day.
      • Hawaii Electric Light Company - The fee is $45 for same day reconnections; $20 for reconnections completed the next business day.
      • Maui Electric Company - The fee is $45 for same day reconnections; $25 for reconnections completed the next business day.

Smart Grid and Smart Meter

  • What is a smart grid?

    A smart grid is a modern electric system that incorporates communications and information technologies into the existing electric grid.

  • What are smart meters?

    These are modern electric meters with two-way communications capabilities. Smart meters enable two-way communication between electric customers and Hawaiian Electric through a secure wireless communications network.

  • Why is there a "My Energy Use" button available in my online account?

    If you have a smart meter installed, you will have access to the "My Energy Use" portal by clicking on the "My Energy Use" button from your online account. The "My Energy Use" button will take you to an online tool that will allow you to view information transmitted from your smart meter.

  • What is the "My Energy Use" portal?

    You'll be able to use the online portal to get more information on your energy use and better manage your electric bill.

  • Is the data that is transmitted secure?

    Yes. Hawaiian Electric takes customers' privacy very seriously. To protect customer privacy, we have rules and safeguards in place, and those apply to smart meter data.

Discounts and Financial Help

  • Is there a way for low-income customers to receive assistance?

    LIHEAP (Low Income Home Energy Assistance Program) is a federal program that provides qualifying low-income households with a one-time credit to offset household energy costs. Applicants may apply, once per program year, for one of two types of credit: Energy Credit (EC) or Emergency Crisis Intervention (ECI). For complete details about the LIHEAP program, applicants may contact the State of Hawaii LIHEAP office, or their respective island community action office.

Life Support

  • A member of my household is on life support equipment. What do I need to do to ensure power is maintained in my home?

    Please contact Customer Service if anyone living in your home is dependent on life support or emergency equipment. However, because unplanned outages can and do occur, it is important for customers on life support to make alternative plans should the power go out at their homes.

Meter Reading

  • How often does my meter get read?

    Your meter is read every 27 to 33 days.

  • My home is completely fenced; how is my meter being read?

    Meters can be read using binoculars from outside the yard or from the yard next door.

  • I have a dog on my property. What can I do to allow the company to obtain monthly meter readings?

    • You can call your company's Customer Service Department and request a phone call the day before your meter is read so you can secure your dog the next day.
    • You also have the option of reading your own meter and mailing a meter-reading card to us every month.
    • Call your company's Customer Service Department to make arrangements regarding your dog.
      • Hawaiian Electric Company: 548-7311
      • Hawaii Electric Light Company: 969-6999
      • Maui Electric Company: on Maui 877-7771; on Molokai & Lanai toll-free 1-877-871-8461.
  • How do I read my meter?

    Please visit our Web page How to Read Your Meter for information.

Power Outages

  • Reporting a power outage or electrical emergency.

    To report a power outage or electrical emergency please call your company's Trouble Department, 24 hours a day, 7 days a week. Examples of electrical emergencies include downed power lines, sparking lines, or leaning poles.

    • Hawaiian Electric Company: 1-855-304-1212
    • Hawaii Electric Light Company: 969-6666
    • Maui Electric Company: on Maui 871-7777; on Molokai & Lanai toll-free 1 877 871-8461
  • In the event of a long outage, may I use a portable generator?

    Improper use of a portable generator poses a safety risk to our linemen. Be sure to read the manufacturer's manual and follow all instructions.

    • For the safety of our utility staff working to restore power, never plug the generator's power into a household outlet because the electricity can backflow into the utility lines.
    • Connect appliances to the generator using a heavy-duty extension cord that is designed for outdoor use.
  • Emergency preparedness.

    For tips on emergency preparedness, please click on the Safety and Emergency link on our website.

Rates

Tree Trimming

  • Does the company trim trees touching power lines?

    • Our companies regularly inspect trees growing near power lines and contract certified vegetation management crews to trim trees growing into power lines along roadways and throughout our service areas.
    • It is homeowners' responsibility to inspect and, if necessary, hire certified tree trimmers to trim trees on their properties that are in contact with or in close proximity to the service lines that deliver power to their properties. Upon request our staff can assist by de-energizing and lowering the service line.
    • For your safety please call us before conducting any kind of work on trees that are near overhead lines. We will inspect the lines and will help determine the best course of action.
    • To contact us regarding trees growing into power lines, please call our Vegetation Management Department and we will inspect the trees. Call us at:
      • Hawaiian Electric Company: 543-7836
      • Hawaii Electric Light Company: 969-6666
      • Maui Electric Company: on Maui 871-7777; on Molokai & Lanai toll-free 1 877 871-8461

Starting Electric Service

  • How do I start electric service?

    For existing customers with an online profile set up, please click here.

  • How long does it take to start or move electric service?

    Please allow 2 to 5 business days to process your request. To ensure your meter is turned on the day you request service, please make sure to turn off all circuit breakers in your home.

  • Are there fees to start electric service?

    The fees are as follows:

    • Hawaiian Electric Company - The standard application fee is $20. For same day requests where the meter needs to be unlocked, the fee is $45*.
    • Hawaii Electric Light Company - The standard application fee is $20. For same day requests where the meter needs to be unlocked, the fee is $45*.
    • Maui Electric Company - The standard application fee is $25. For same day requests where the meter needs to be unlocked, the fee is $45*.
    * We will make every effort to unlock the meter the same day; however, we do not guarantee electric service will be restored the same day. If there are circumstances beyond our control that prevent our representative from unlocking the electric meter, service will be restored the next business day. (On Fridays or days before a holiday, service will be restored on the following business day.)
  • Is a security deposit required?

    A security deposit may be required if you have not established credit with the company.

  • How much is the deposit and when do I get it back?

    The deposit amount varies and may be based on the two highest consecutive bills within a 12-month period, in accordance with the company's tariffs. The deposit plus an accrued interest rate of 6% is credited to your contract account after 12 months of prompt payment.

  • What if I move out before the 12 months?

    The deposit and applicable interest will be applied to your final bill; the remainder of the deposit will be refunded to you.

  • Why do I need to supply my Social Security Number?

    To comply with the Fair and Accurate Credit Transaction Act of 2003 (FACTA), we are mandated to protect against identity theft. When you provide your SSN, an ID validation is done through a credit reporting agency. This is to ensure your identification is protected and not fraudulently used in any way.

  • What if I don't want to supply my Social Security Number?

    Please visit one of our offices to register for service. You will be required to present a valid photo ID in order to process your request.

  • I am not comfortable submitting my personal information online. How is my information being protected?

    We use SSL security to ensure that your data is transmitted securely and sensitive data is encrypted on our system.

Stopping Electric Service

  • How much notice do I need to give to stop my electric service?

    You may notify the company up to 30 days in advance to request that your service be disconnected. If notification is not received, the disconnection date will be effective the date the company receives your phone call or online request.

  • What happened to the deposit I paid when I started electric service?

    The deposit plus an accrued interest rate of 6% will be applied to your final bill; the remainder of the deposit will be refunded to you.

  • How long will it take to get my deposit back once I close my account?

    Please allow 10 to 15 business days to receive your deposit refund.