Customer Service

Frequently Asked Questions

The NEM program remains unchanged so no action or changes are relevant for you; you may still add non-export photovoltaic through NEM+ and you may apply to Bring Your Own Device (if you are not already on Battery Bonus).

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:

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.

Energy conservation and efficiency are the best and cheapest way to save energy, reduce your electricity bills, and protect the environment. Take a look at your electricity use, then consider and apply measures to be more efficient while preserving comfort and convenience. By first reducing your energy use you may be able to reduce the size of a rooftop solar system and lower your up-front costs.

Efficiency options may include switching to CFLs or LEDs for lighting, installing a solar water heater, and replacing older, inefficient appliances with Energy Star® models. Conservation measures may include turning down the thermostat on electric water heaters, fixing leaking faucets, and discarding an older, second refrigerator or under-used freezer.

To find out more visit or

  • Determine how much electricity you use at what time of day. Will your needs change, like due to getting an electric vehicle or having more people in your home? Research your solar options; will you own, lease or join community solar? A good place to start is:
  • Talk to family, neighbors and friends about their experiences and recommendations with adding rooftop solar.
  • Consider which utility program works for you and look at your payment options. Visit
  • Discuss with prospective contractors how to "right-size"; your rooftop system. If it is too large you are wasting money; if too small you will not get enough power for your home and remain more dependent on your utility.
  • Pick a contractor and sign a contract. Your contractor will submit necessary applications to your utility and county permitting department, including using the Hawaiian Electric's online CIT tool to track your application and project status at
  • Installation may include roofing and/or service upgrades as well as construction engineering/management, permitting, rooftop work and inspection.
  • Your utility will install a new meter and may inspect the completed system.

We recommend finding a qualified contractor to assist you but if you are a typical residential customer, the Smart Renewable Energy Export program is likely the best option so you can have the opportunity to receive bill credits, but you will be encouraged to “Shift and Save” as much as possible to receive the maximum benefit. If you are also looking into purchasing a battery, then the Bring Your Own Device program may provide additional benefits if you can commit to the dispatch requirements.

As long as your contractor submits your application by March 29, 2024 you will be eligible for the interim programs (CGS+ or Smart Export) and receive these export rates when your system is turned on. You will have seven (7) years from your original contract execution date until you are transition to the Smart Renewable Energy program and enrolled in Shift and Save with the option to decline participation.

It depends on your usage, photovoltaic system size, whether or not you have a battery, and how much you can Shift and Save; Hawaiian Electric recommends working with your solar contractor to make the best determination based on your service location’s load profile.

If you’ve had solar for a while, you can most likely find the name of your solar program on your bill (either NEM, CGS, CGS+, CSS, or ISE for Smart Export). If you’ve recently gotten solar or you are unsure, please call Hawaiian Electric’s Customer Care line.

Customers are required to have an advanced meter since the goal is to utilize the latest grid technology to allow the most renewable energy onto our grid to meet the state’s decarbonization goals. However, you may decline participation in Shift and Save by visiting

An online form is available at