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Customer Service

Frequently Asked Questions

A customer replacing equipment on existing NEM system that will not increase system size by more than 1 kilowatt (kW) for Oahu and Maui County customers or 100 watts (W) for Hawaii Island customers must submit an Amendment, but if increasing the system size by more than these limits, the customer must apply for the NEM Plus program.  It is possible to add energy storage to an existing NEM system with Net Energy Metering Plus. For an amendment form, visit: https://www.hawaiianelectric.com/documents/products_and_services/customer_renewable_programs/DER_amendment_form.pdf

If an existing NEM customer wants to add more capacity but does not qualify for NEM Plus, the customer must transition to another program, such as Customer Grid Supply, Customer Self Supply, or Smart Export.

Your meter may be reaching the end of its lifespan, or you may live in an area where advanced meters could help more customers install rooftop solar by giving our grid operators more information about what’s happening on your circuit. There also may be voltage issues on your circuit that the new meters could help address. The new digital technology is an important foundation for a modern, efficient and reliable electric grid.

Benefits include the ability to see how much electricity you’re using in close to real-time rather than just once a month when you get the bill. You can see how much you use and when you use it. That can help you manage your bill. If you’re a renter, transferring your account can happen faster. We’ll also know immediately about outages, helping us get the lights on faster.

Future benefits could include dynamic pricing options to help you save money, including time-of-use rates that offer lower rates at certain times of the day. By adjusting your energy use habits, you can save money. Other benefits could include choosing your billing date and setting up text alerts on outages or if your use is running high. Power quality can also be improved.

Technicians who are Hawaiian Electric employees and our authorized contractors. They will follow standard safety protocols, including wearing a mask and staying at least 6 feet away from other people. They will wear a Hawaiian Electric contractor photo identification badge. The badge will include the contractor's name, photo and Hawaiian Electric's logo. If you have concerns, please call Hawaiian Electric's Security Command Center at (808) 543-7685 on Oahu.

No, it’s free.

You’ll receive a notice by email or postal mail at least 60 days before your meter is scheduled to be replaced and another notice at least 30 days out. Sometime after the new meter is installed, you’ll receive a notification to let you know your online portal is available, along with instructions on how to use it.

No. As a courtesy and where practical, the technician will knock on the door or call you before work begins. If you're not home, a notice will be left on your door after the installation is complete.

Please make sure to provide safe access to your electric meter by clearing any obstructions like bushes, moving any items that are blocking access to the meter area, or unlocking cabinets/gates. Please also secure your pets. There will be a brief electrical outage (usually 1-3 minutes) when your meter is replaced.

You won’t get one. You need to contact us to let us know you are opting out. Only the Hawaiian Electric account holder can make that decision. You have the choice to opt out – but we hope you don’t. You’ll be missing out on the benefits of the advanced meters, including more privacy, better energy management and faster outage response.

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