Hawaiian Electric's response to COVID-19
March 27, 9:15 a.m.
Hawaiian Electric adjusts operations due to coronavirus
Hawaiian Electric continues to adjust its operations to reduce the potential spread of coronavirus, including postponing less urgent repair and maintenance work, and closing walk-in customer payment centers at least through April.
None of the operational changes being made will interrupt electric service to customers.
- Until further notice, the company is reducing the number of meter readers sent out across its five-island service territory.
- Service disconnections are suspended through May 17, an extension from April 17.
- Walk-in customer payment centers will remain closed at least through April 30 rather than reopen on March 30 as originally planned.
March 26, 9:00 a.m.
Virtual Interview on COVID-19: Scott Seu, President and CEO, Hawaiian Electric
In light of recent events, Hawaiian Electric President and CEO Scott Seu shares his thoughts on what we are doing as a company during this difficult time and how we have activated our business continuity plans in a virtual interview with Hawaii Business Magazine.
"Everyone at Hawaiian Electric is keenly aware that reliable electric service is essential to everyone, especially now. There's no question we must maintain our high levels of performance. Hawaiian Electric is in full operation on five islands."
March 25, 2:30 p.m.
Thieves targeting customers during coronavirus pandemic
Scammers are trying to capitalize on coronavirus fears by pretending to be Hawaiian Electric and threatening to disconnect customers' electric service unless "overdue" bills are paid. Don't be scammed!
Hawaiian Electric has received dozens of fraud reports from across our five-island service territory since late last week, with many more likely going unreported. Today alone, there were 23 fraud reports received on Oahu by 1 p.m.
Customers have also reported receiving threatening texts from Hawaiian Electric asking for payment. Hawaiian Electric does not text customers to request payment.
March 24, 1:30 p.m.
Customer service options for you
To help with potential financial challenges due to COVID-19, Hawaiian Electric is assisting residential and business customers with their bills by suspending service disconnections for non-payment through at least April 17. Customers facing financial hardship are urged to reach out to us at hawaiianelectric.com/CustomerServiceOptions.
March 24, 7:30 a.m.
Adjustments to construction, project work
During this challenging time, we know you're counting on Hawaiian Electric to keep the lights on. We know that many of you are responsibly staying home to prevent the spread of the virus, based on direction from state and local officials, health agencies, schools and employers.
Continuing to provide safe and reliable power is our priority. We will continue to respond to outages and emergencies to ensure public safety. Our crews and contractors will continue to perform critical work that involves little interaction with the public, including tree trimming, replacement of equipment, and system resilience work that is difficult to reschedule. In public and at our facilities, workers are following social distancing guidelines. We are postponing less urgent projects and work that would require customer outages, unless it is deemed critical for safety or reliability.
Mahalo for your support as we work to keep our communities safe.
March 20, 9:30 a.m.
How to save energy while WFH (working from home)
As we all take precautions against the spread of COVID-19, you may be working from home and wondering about increased electricity costs. The good news is there are ways to keep your electricity bill under control. You can find many tips online for saving energy at home.
March 19, 10:00 a.m.
Funds to support families in need during health crisis
The HEI Charitable Foundation (HEICF) has contributed $50,000 to the Hawaii Foodbank and pledged another $75,000 to United Way agencies in support of their efforts to assist Hawaii families in need during the COVID-19 pandemic. HEI is the parent company of Hawaiian Electric, American Savings Bank and Pacific Current.
March 19, 8:00 a.m.
A Message from President and CEO Scott Seu
The coronavirus situation is new to all of us. What's especially hard is not knowing what's ahead.
What I can tell you is that Hawaiian Electric is on the job. We'll be here, because we know providing safe, reliable electric service is essential for households, businesses, our first responders and health-care workers and facilities. It's foundational for the recovery of our communities and our economy.
Here's what else we're doing to support our community.
Because we know many of our customers will be financially challenged by the slowdown of our economy, we’re taking steps to ease the worry. We have suspended disconnections for non-payment for at least 30 days, until April 17, and we may extend that period depending on the situation at the time. We are asking customers who are having trouble paying their electric bills because of the coronavirus emergency to call us about payment options and schedules.
Also, our charitable foundation is contributing $125,000 to community partners, including the Hawaii Foodbank and United Way agencies on Oahu, Maui, Kauai and Hawaii Island to help families in need.
March 17, 4:00 p.m.
Hawaiian Electric suspends disconnections for 30 days
Hawaiian Electric will suspend service disconnections for 30 days so customers who are financially challenged by the coronavirus pandemic don’t have to worry about losing electric service.
Service disconnections of both residential and commercial customers will be suspended through at least April 17. Depending on the situation at that time, the special assistance period may be extended.
Customers facing financial hardship are urged to call Customer Service so payment options and schedules can be arranged to help keep payments manageable.
March 16, 3:00 p.m.
Hawaiian Electric to temporarily close walk-in payment centers at noon Wednesday, plans to reopen March 30
Hawaiian Electric will temporarily close its payment centers starting at noon Wednesday, March 18, to minimize risk related to COVID-19 for both customers and employees. The company will reassess next week whether the centers should reopen on Monday, March 30.
This temporary measure is needed to increase social distancing as recommended by state and federal health officials. However, customers still have numerous options to make payment.
March 9, 11:30 a.m.
Hawaiian Electric is taking steps to ensure that we will continue to provide safe and reliable service if the public health responses to COVID-19 are elevated.
Even though providing electric service isn't a "high touch" business that requires significant personal contact, we are taking steps to keep our employees safe, healthy and on the job.
We also want to minimize risk to customers who visit our offices and to our employees, especially those who work in our service centers on Oahu, Maui and Hawaii Island. Our actions follow public guidance issued by the state Department of Health and the Centers for Disease Control and Prevention (CDC).
Here's some of what we're doing:
- Restricting employee business travel for all nonessential domestic and international meetings and events.
- Discouraging employee personal travel to areas where travel advisories have been issued and, in some cases, requiring those employees stay home for at least 14 days when they return.
- Regularly cleaning surfaces in customer service areas and asking customers to conduct routine transactions online, by telephone or by using a drop box for bill payments.
While acknowledging the increased public concern, Hawaiian Electric continues to operate normally, providing safe and reliable electricity to 95 percent of the state's population.
Visit these sites for more information about COVID-19: