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.
Frequently Asked Questions
View some questions you may have related to our response to the COVID-19 situation, and the company's answers.
Customer Service Options
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.
December 22, 5:00 p.m.
Moratorium on disconnections of electric service for nonpayment extended through March 31, 2021
The moratorium on disconnections for nonpayment has been extended through March 31, 2021, by order of the Public Utilities Commission (PUC). Even with the extension, customers having difficulty paying their bill are urged to contact Hawaiian Electric to set up a payment arrangement plan.
The PUC today ordered the extension of the disconnection moratorium, which was previously set to end Dec. 31. The moratorium has been in place since March.
"If you've been financially impacted by COVID-19, contact us so we can help you," said Shelee Kimura, senior vice president of customer service. "Our goal is to keep everyone connected, even when the moratorium is ultimately lifted, so let's work together to make a plan that can work for your budget."
December 7, 11:00 a.m.
Hawaiian Electric walk-in payment centers permanently close
Hawaiian Electric's walk-in payment centers in Honolulu, Kahului, Hilo, Kona and Molokai, closed since the onset of the COVID-19 pandemic, will permanently shut their doors due to declining use and customers adapting to other payment options.
The company is encouraging customers to enroll for online services through its Online Customer Service Center or mobile app. Online, customers may start, stop or move service requests, request payment arrangements through an authenticated channel, report payment, submit billing inquiries, schedule one-time or automatic bill payment, as well as report and check status on outages.
The payment centers were closed in mid-March to keep customers and employees safe during the COVID-19 pandemic, and they have remained closed. Even before the pandemic, fewer than 5 percent of customers used the company's walk-in payment centers. Those customers are now using other payment options, including automatic bill payment.
October 19, 10:00 a.m.
CARES Act funding for businesses available for limited time
Businesses struggling with the financial impact of COVID-19 are urged to apply now for financial assistance from government and nonprofit sources that cover utility bills and other costs. Millions of dollars in additional federal CARES Act funding have been made available through the end of the year.
"Connecting our commercial customers to these federal funds helps boost our local economy and provides much-needed financial relief to businesses impacted by the COVID-19 pandemic," said Shelee Kimura, Hawaiian Electric senior vice president of customer service. "We're here to work with our customers to help them through this difficult time."
Deadlines for some assistance programs are fast-approaching while others are nearing their funding limits. It's important to apply while assistance is still available. Eligibility requirements vary.
September 15, 9:00 a.m.
Customers urged to act now, apply for CARES Act funds
Customers challenged by the financial impact of COVID-19 are urged to apply now for utility bill assistance from government and nonprofit sources. Millions of dollars in federal CARES Act funding are available only until the end of the year.
Customers also should take advantage of Hawaiian Electric's special payment arrangement plans to help keep past due balances manageable. Go to www.hawaiianelectric.com/paymentarrangement to learn more about the interest-free plan options for residential and business customers.
"It's critical for customers to apply for assistance if the COVID-19 pandemic has caused financial strain for their household or business. The time to act is now. It helps everyone in Hawaii when these federal funds are injected into our local economy," said Shelee Kimura, Hawaiian Electric senior vice president of customer service. "We're also offering special payment arrangement plans to help ease the burden for customers – but we need to hear from you in order for us to help."
August 25, 1:00 p.m.
Moratorium on disconnections extended to Dec. 31
Hawaiian Electric service disconnections for nonpayment have been suspended through Dec. 31, 2020. The company urges customers challenged by the financial impact of COVID-19 to seek utility bill assistance from government and nonprofits, and to set up a payment arrangement plan.
The Public Utilities Commission yesterday ordered utilities to extend through Dec. 31 the moratorium on service disconnections for nonpayment. The company voluntarily suspended its collection efforts in March to ensure customers' electric service would not be disrupted while many were staying home. The PUC subsequently ordered all utilities to suspend disconnections and Hawaiian Electric has since been following with the commission's orders and timing for the disconnection moratorium.
In its order to extend the moratorium, the commission also stated that "customers should continue paying their bills to the extent possible during this time, noting that customers will still ultimately be responsible for paying Utility service billings accrued during this suspension."
July 28, 9:30 a.m.
CARES Act funding, other aid available from government, nonprofits
Hawaiian Electric customers who are having difficulty paying their electric bill may qualify for assistance from a number of government programs and nonprofit agencies offering help to those affected by the COVID-19 pandemic.
Hawaiian Electric suspended collection efforts in March to ensure customers’ electric service was not disrupted during COVID-19-related orders to stay at home. Disconnection notices and disconnections for nonpayment will resume after Sept. 1. Late fees resume after Sept. 15.
To avoid disconnection, customers who are having trouble paying their electric bill must contact Hawaiian Electric to set up a payment plan.
July 21, 9:30 a.m.
Hawaiian Electric offers payment plans to help customers
To assist residents and businesses dealing with the financial toll of the coronavirus pandemic, Hawaiian Electric is offering special payment plan options to customers, including extending payments over time.
Hawaiian Electric suspended disconnections and collections activities since March. In accordance with PUC direction, Hawaiian Electric extended its moratorium on disconnections for nonpayment through Sept. 1, and late fees resume after Sept. 15.
By contacting Hawaiian Electric now and signing up for a payment plan, customers can avoid the inconvenience of an electric service interruption.
Visit these sites for more information about COVID-19:
- 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)