Customer Service

Frequently Asked Questions

  • The initial web page, referred to as the "Splash" page, has basic information by the utility.
  • The web page that appears after you select "Access Now" displays the IIQ for each company with 2 different reports ("Overall IIQ" and "Circuit Queue").
  • The "Overall IIQ" report shows where all applicants fall in line on the IIQ. After locating your Agreement ID/Contractor ID, refer to the column in the middle (Circuit) and click on the hyper-link which will open another report.
  • The report that appears after you click on the circuit is the "Circuit Queue" report showing where you fall in line on a particular circuit.

  • The circuit queue number is based on where an applicant falls on a particular circuit.
  • Your number on that circuit could be based on 1 of 3 items depending on your project:
    • Date/time interconnection application was received; or
    • Date/time interconnection application was resubmitted; or
    • Date interconnection application was determined complete and valid.

Yes. The circuit queue position number will change as applicants move through the review process and as other applicants come on and off the IIQ.

For example, if information on the application is incorrect or missing, you will be notified and this will affect your position in the IIQ. Additionally, the circuit queue number will change based on the timing of other applicant's responses to their incorrect or missing information that may have been communicated prior to the establishment of your circuit queue number.

Transient Overvoltage (TrOV) is a rapid and temporary rise in voltage along electric lines, commonly called a voltage spike. This high voltage condition may damage a customer's home, their electronics or appliances, or even their neighbors' electrical equipment.

Many inverters have technology that rapidly detects high voltage and other issues. These inverters then immediately shut down, preventing the voltage spike from occurring. Once inverters shut down, they will not turn back on until they detect safe operating conditions. As of 10/1/2015 we require that all proposed PV systems use inverters with these capabilities.

Ride-through settings enable PV systems to stay online during a grid disturbance, helping to maintain overall system stability and possibly preventing a widespread power outage.

Ride-through settings are aimed at maintaining the stability of the overall electric grid. These efforts complement other measures designed to mitigate the risks of high voltage conditions in neighborhoods with high levels of rooftop PV. As of 10/1/2015 we require that all proposed Distributed Energy Resource PV systems use inverters with these capabilities.

An IRS determines if the customer's Distributed Energy Resource can be interconnected, and, if so, what additional equipment, protective devices, and/or control systems need to be installed.

In continuing to proactively address technical issues associated with the interconnection of the ever-increasing number of Distributed Energy Resource systems, all applications for interconnection to Hawaiian Electric's grid must go through a technical screening process.

One possible outcome of this screening is that an IRS may be needed. If an IRS is required, the applicant will be notified and must decide if they will pay for the IRS or withdraw their application. If the applicant agrees to pay for the IRS, they will be required to execute a signed IRS Letter Agreement to initiate the IRS process, and submit payment to Hawaiian Electric. Factors that affect the cost of the IRS include system size, cost share availability, type of technology, the number of feeders involved, and the complexity of the feeder(s).

From submittal of the IRS proposal and payment, per the Rule 14H tariff, an IRS may take 150 days or more to complete. Upon completion of the IRS, and the determination of applicant interconnection costs, the applicant will have the option of agreeing to proceed with the interconnection work or to withdraw their application.

The costs of an IRS and any resulting equipment requirements are the responsibility of the customer.