We're Here to Help You
We understand that customers may be experiencing financial hardship due to COVID-19. Learn how we can help you with your bill and what we are doing to support our local communities.
Payment plans available to keep you connected
The moratorium on disconnections for nonpayment has ended. If your account is past due, now is the time to choose a payment schedule that meets your needs.
Frequently Asked Questions
View some questions you may have related to our response to the COVID-19 situation, and the company's answers.
Resources for Business Customers
We want our business customers to know that we're here to support them during the economic recovery from the coronavirus pandemic.
Below is a list of resources available for payment assistance by other third-party organizations. Financial assistance programs listed are administered by nonprofit organizations and/or government agencies. Customer information provided during the application process will remain confidential. Availability of funding is limited. Please visit third-party website for current information.
- Payment Assistance Options
View a list of options available to Hawaiian Electric customers.
- Rental & Utility Relief Program
Helps qualified people on Oahu pay for their rent and household utility bills for electricity, sewer and water, and gas. (Note: This program is currently not accepting applications; however, the City has allocated $31M in funds and you may sign up for email alerts at the link above in order to be informed when the application portal reopens.)
- DHHL Rent Relief Program
Provides financial assistance to native Hawaiian renters on the DHHL Waiting List who are experiencing hardship caused by the COVID-19 pandemic.
- Homeowners Assistance Fund - Hawaii Island
For residents on Hawaii Island, Hawaii Community Lending is administering the Homeowners Assistance Fund which will provide grants up to $30,000 to help homeowners who have experienced financial hardship due to COVID to pay past due mortgages or reduce their monthly mortgage payment. Free housing counseling will also be provided to all applicants. Utility assistance is not available with this program.
- Maui Economic Opportunity
Maui Economic Opportunity, Inc. (MEO) administers several County, State and Federally funded housing assistance programs. The County of Maui Rental Assistance Program provides residents in Maui County with assistance on rental deposit, utility deposit and rental subsidy. The Community Development Block Grant (CDBG) provides assistance with rent or mortgage. No utility assistance is provided with CDBG.
- The Institute for Human Service
The Institute for Human Service is currently providing rental and utility assistance for eligible Oahu households. To apply, go to their website at ihshawaii.org, scroll to the bottom of the front page, click on “Get Help”, fill out your information and IHS will contact you. They can also be reached at (808) 447-2819.
- University of Hawaii Hilo
University of Hawaii Hilo has a State Emergency Fund for 2022-2023 which provides financial assistance to eligible UH Hilo students with emergencies including medical expenses not covered by insurance, food or transportation needs, utility bills overdue or shut off, etc. To learn more about the program and to apply for assistance, go to Campus and Community Resources (hawaii.edu) and scroll down to the Student Emergency Fund 2022-2023 section.
- Hale Kakou
Provides utility assistance for individuals and households impacted on Oahu.
- Hawaii County Emergency Rental Assistance Program
Grants for low-income Hawaii Island renters in financial hardship to pay for rent, utilities, and rental deposits. Available on Hawaii Island only.
- Emergency Solutions Grant COVID Housing Assistance Program – Maui
Catholic Charities Hawaii’s Maui Island office is launching a new rental and utility assistance program. Program is open until September 2022 or while funding is available. Call (808) 873-4673 to apply.
- Emergency Solutions Grant COVID Housing Assistance Program – Hawaii Island
Catholic Charities Hawaii’s Hawaii Island office is launching a new rental and utility assistance program. Program is open until September 2022 or while funding is available. Call (808) 961-7050 to apply.
- Emergency Financial Assistance Program
Ka Wailele will provide grants up to $1,500 for past due rent, mortgage, utilities and rent deposits to an estimated 520 households that can prove Native Hawaiian ancestry, Hawaii residency, financial hardship, and need for housing and/or utility assistance.
- CNHA Honolulu Homeowner Assistance Fund
The Oahu Homeowner Assistance Fund provides mortgage and utility relief (electric, gas, water/sewer, trash), as well as housing and legal counseling for homeowners on Oahu who have experienced financial hardship associated with the COVID-19 pandemic. (Note: CNHA has temporarily halted accepting applications and will inform the public when the application portal reopens.)
- Ka Wailele Emergency Financial Assistance Program - The Office of Hawaiian Affairs (OHA)
OHA has expanded their assistance to Native Hawaiians through its Ka Wailele Emergency Financial Assistance Program. The program offers relief for: mortgage, rental & utility; car repairs; funeral expenses; and out of pocket medical expenses.
- The Salvation Army Hawaii
The Salvation Army Hawaii is currently accepting applications for utility assistance for applicants who have at least 1 minor in the household, earn no more than 50% of the AMI (average median income) and live in the following areas: Central Oahu, North Shore, Aiea, Ewa, Pearl City, Waianae, Waipahu, and Windward Side. To apply, please call 808-841-5565.
- Achieve Zero
Achieve Zero is currently accepting applications for individuals needing assistance with one month of either utility, rental, or mortgage assistance in a 12-month period through the Emergency Food and Shelter National Board Program (EFSP). For more information, go to achievezero.org, click on “Services,” and email email@example.com to apply.
Jan. 26, 2022 - 11:00 a.m.
Hawaiian Electric to issue $2 million in ‘Kokua Fund’ one-time bill credits to past-due customers
Hawaiian Electric will apply $2 million in bill credits for customers who have struggled to pay their electric bill during the COVID-19 pandemic. The Kokua Fund Bill Credit Program will automatically provide a one-time credit of $90 to past-due balances for about 22,000 residential and business customers by Jan. 31.
“Our priority during the pandemic has been to keep customers connected,” said Hawaiian Electric President and CEO Shelee Kimura. “Many people have been affected by the pandemic and we have designed this program to reach as many as we can, especially those for whom this credit will be the most meaningful. No application is necessary, as we envisioned a quick, simple way to provide some relief for qualified customers in the new year.”
June 23, 2021 - 10:00 a.m.
Hawaiian Electric to auto-enroll past due accounts in 12-month payment plan to avoid disconnection
Hawaiian Electric customer accounts that would normally face disconnection will instead be enrolled in a 12-month payment plan to keep the lights on. Affected customers will see higher “current charges” when the first of 12 installments appears in bills starting in July.
May 31 marked the end of the moratorium on disconnections set by the Public Utilities Commission. Collection activity resumes in July for past due Hawaiian Electric customers who are not already enrolled in a payment plan.
The automatic enrollment affects about 3% of Hawaiian Electric’s residential and smaller commercial customers whose accounts meet the threshold for disconnection – and who either have not contacted the company about their past due balance or are not currently enrolled in a payment plan.
May 24, 2021 - 10:00 a.m.
Moratorium end on May 31 will not trigger immediate disconnections for past due customers
Hawaiian Electric will not disconnect customers with past due accounts immediately after May 31, 2021, the end of the moratorium on disconnections set by the Public Utilities Commission. But customers are urged to act now to set up a payment plan to avoid disconnection in the future.
Customers may go to hawaiianelectric.com/paymentarrangement to see payment plan options, including an 18-month plan for residential customers, and submit a request. (Late fees and interest are waived while on a plan.) The payment arrangement request form and an informational flyer are available in eight languages on Hawaiian Electric’s website.
May 11, 2021 - 10:00 a.m.
Maui County renters behind on utility bills urged to seek financial help through new county program
Millions of dollars in federal assistance to households behind on rent and electric bills are now available through the County of Maui.
Disconnections for nonpayment and collections activities have been suspended for more than a year as part of Hawaiian Electric’s effort to help households affected by the COVID-19 pandemic. The moratorium, set by the Public Utilities Commission, is scheduled to end on May 31.
The County of Maui is leveraging federal funds for the rent and utility assistance. The program is being administered in partnership with Catholic Charities of Hawaii.
April 8, 2021 - 2:00 p.m.
Hawaii Island renters behind on utility bills urged to seek financial help through new County program starting Monday
Millions of dollars in federal assistance to households behind on rent and electric bills will be available through the Hawaii County Emergency Rental Assistance Program starting Monday, April 12.
Disconnections for nonpayment and collections activities have been suspended for more than a year as part of Hawaiian Electric's effort to help households affected by the COVID-19 pandemic. The moratorium is set to end on May 31.
The County of Hawaii is leveraging millions in federal funds for rent and utility assistance. The program will provide rent and utility grants to an estimated 3,400 qualifying households for up to 12 months. It is administered by Hawaii Community Lending through six nonprofit partners.
April 5, 2021 - 1:00 p.m.
Oahu renters behind on utility bills urged to seek financial help through new City program starting today
Millions of dollars in federal assistance to households behind on rent and electric bills are now available through the City and County of Honolulu.
Disconnections for nonpayment and collections activities have been suspended for more than a year as part of Hawaiian Electric’s effort to help households affected by the COVID-19 pandemic. The moratorium is set to end on May 31.
Feb. 10, 2021 - 12:00 p.m.
Due to high demand, Utility Bill Assistance Program closed to new applicants after 2 days
The Hawaii Utility Bill Assistance Program established by Hawaiian Electric and Aloha United Way is closed to new applications due to high demand that led to nearly $2 million being committed to 2,700 households in two days.
The statewide fund is still accepting contributions from companies, organizations and individuals and may be applied to a limited number of applicants who were placed on a waiting list.
The Hawaii Utility Bill Assistance Program was established by Hawaiian Electric to help households financially affected by the pandemic and that fell behind on their electric, water, sewer and gas bills. The fund helps to serve as a bridge until additional government assistance becomes available.
Feb. 2, 2021 - 9:00 a.m.
Hawaiian Electric and Aloha United Way launch Hawaii Utility Bill Assistance Program
Hawaiian Electric is the founding sponsor of Aloha United Way's new statewide program to help qualifying families recover from the economic hardship caused by the COVID-19 pandemic. The Hawaii Utility Bill Assistance Program will begin accepting applications through the Aloha United Way website on Feb. 8, 2021 at 8 a.m.
The Hawaii Utility Bill Assistance Program aims to help Hawaii residents who are financially affected by the pandemic and who have fallen behind on their electric, water, sewer and gas bills. Applicants will be qualified through a process administered by Aloha United Way on a first-come, first-served basis, until program funds are completely disbursed.
Residential customers who meet eligibility requirements can receive one-time assistance of funds up to $750. That amount can be paid to one utility or split among several. Bills for telephone, cell phone, cable and internet service are not eligible for payment. Payments for approved applications will be disbursed directly to each utility company.
Jan. 19, 2021 - 9:00 a.m.
Quick Connect Rooftop Solar Pre-Approval Program
Quick Connect is a 12-month pilot starting in January 2021 to provide immediate benefit to new rooftop solar customers during the COVID-19 pandemic, help solar contractors and boost the economic recovery of Hawaii.
It allows new solar systems that meet basic requirements to be installed and energized without full prior approval from Hawaiian Electric. This should reduce the time between a customer signing a contract for a new system and beginning to save money by using self-generated electricity.
"We are committed to help our customers save money and help invigorate Hawaii's economy as we get through the pandemic and move aggressively to 100 percent renewable electricity," said Lani Shinsato, customer energy resources co-director at Hawaiian Electric.
Visit these sites for more information about COVID-19:
- PUC Order No. 37667 - Extending Suspension of Disconnections Through May 31 (PDF)
- PUC Order No. 37506 - Extending Suspension of Disconnections Through March 31 (PDF)
- PUC Order No. 37284 - Extending Suspension of Disconnections Through Dec. 31 (PDF)
- PUC Order No. 37251 - Extending Suspension of Disconnections Through Aug. 31 (PDF)
- PUC Order No. 37189 - Extending Suspension of Disconnections Through July 31 (PDF)
- PUC Order No. 37153 - Extending Suspension of Disconnections Through June 30 (PDF)
- PUC Order No. 37125 - Decision on Request for Suspension of Disconnections (PDF)