COVID-19 Updates

COVID-19 FAQ

Hawaiian Electric wants to reassure customers that it is on the job as we all deal with the impacts of the coronavirus pandemic. Here are some questions you may have related to our response to the COVID-19 situation, and the company's answers.

Q:

Will there be changes to my electric service as a result of COVID-19?

A:

No. Hawaiian Electric is committed to providing safe, reliable electric service that's 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. We are doing what we can to keep our workforce safe and healthy so they can continue to keep the lights on.

Q:

What has Hawaiian Electric done to prepare for this situation?

A:

We've conducted business continuity exercises that helped us plan day-to-day operations in a pandemic. We're working closely with federal, state and county emergency response agencies and we've taken steps to keep our employees healthy and on the job and to keep customers safe. Many employees are working from home and we have temporarily closed our walk-in service centers until further notice. But we're still available on the phone and online for services like stopping/starting electric service and billing questions. Our crews are still working to keep our grid strong and reliable, and they're available to respond to outages.

Q:

I'm having difficulty paying my electricity bill because of the coronavirus emergency. What do I do?

A:

Because we know many of our customers will be financially challenged by the slowdown of our economy, we have suspended disconnections for non-payment through June 30. We are asking customers who are having trouble paying their bills due to the coronavirus situation to contact us about payment options and schedules. The quickest way to do that is to submit a Payment Arrangement Request form (PDF).

Q:

Why did the payment offices close?

A:

The payment offices are closed until further notice to protect the health and safety of our customers and employees, and to minimize the risk related to COVID-19. We are taking measures to promote social distancing as recommended by state and federal health officials.

Q:

How long will you be closed?

A:

The company has closed walk-in payment offices until further notice.

Q:

If payment centers are closed, how do I make my payment?

A:

We are encouraging our customers to:

  • Mail in their payments
  • Utilize our online bill payment services (no charge)
  • Sign-up for Automatic Bill Payment (no charge)
  • If customer prefers to make payment by phone and pay with a card, they may also use Speedpay®, which is an authorized agent (convenience fee applies).

For more information regarding online payment options: www.hawaiianelectric.com/paymentoptions

Q:

Where can I go in-person to make a payment / what if I need to pay in cash?

A:

You may visit any participating Western Union Payment agent such as Foodland, Times Supermarkets, Safeway, Sack N Save, Money Mart and Payday Hawaii with no fee. Your Electric Bill stub is required. Hours vary by location. Please inquire directly with your neighborhood Western Union Payment agent.

www.hawaiianelectric.com/customer-service/customer-and-payment-centers

Q:

What is the closest participating Western Union location to the payment centers?

A:

The locations listed below are near our payment centers. Only select Western Union locations are open so we encourage you to mail-in or use our online options.


Oahu
Foodland School St. – 414 N. School St. Hon. 96817
Safeway Pali – 1360 Pali Hwy, Hon. 96813
Foodland Ala Moana – 1450 Ala Moana Blvd #8000, Hon. 96814
Times Super Market – 1290 S. Beretania St. Hon. 96814

Kahului, Maui
Foodland Kaahumanu – 90 S Kane St. Kahului 96732

Hilo, Hawaii Island
Sack N Save at 250 Kinoole St. Hilo 96720

Kona, Hawaii Island
Sack N Save at 75-5595 Palani Rd. Kona 96740

Q:

What types of payments are accepted at the participating Western Union payment agent locations?

A:

  • Cash payments at all participating Western Union payment agent locations. Please call to check if they are open.
  • Foodland and Sack n Save locations may also accept check payments. Please call to check if they are open.

Q:

Will my Western Union payments post immediately?

A:

Please allow 1 – 2 business days for payments to post.

Q:

Do you have a payment drop box?

A:

Payment drop box locations are outside of our payment centers:


Oahu
on Alakea Street outside of our payment center at 1001 Bishop St.

Kahului, Maui
outside the office at 210 W Kamehameha Ave.

Hilo, Hawaii Island
outside the office at 1200 Kilauea St.

Kona, Hawaii Island
outside the office at 74-5519 Kaiwi St.


The drop box is available 24 hours day. This may change depending on the ongoing COVID-19 situation. For up to date information, please visit our website: www.hawaiianelectric.com

Q:

Will my drop box payment post immediately?

A:

The drop box will be checked throughout the day between 7:30 a.m. and 4 p.m. Payments will be posted by the next business day.

Q:

Do we have plans to waive Speedpay fees?

A:

Not at this time. Hawaiian Electric does not receive any portion of the convenience fee charged. The convenience fee is used to cover the processing fees and transaction cost associated with handling credit and debit card information.

Please consider one of the other free payment options: one time ACH payment, ABP, mail-in and if need be, visiting a participating Western Union location.

Q:

What is your payment mailing address?

A:

Locations are noted below:


Hawaiian Electric - Oahu
PO Box 30260
Honolulu, HI 96820-0260

Hawaiian Electric – Hawaii Island
PO Box 29570
Hilo, HI 96820-1970

Hawaiian Electric – Maui County
PO Box 310040
Kahului, HI 96820-1040

Q:

I have a question regarding my electric account. How can I get help?

A:

Customers are encouraged to register for an online account to submit their customer service-related requests: start/stop/move, payment arrangements, billing inquiries, reporting payment for non-company locations, etc. With call center agents now able to work from home, the work requests that can be authenticated in our website are more conducive to remote work vs. inbound calls.

Q:

Why is my electric bill higher than usual?

A:

From late March to early May we scaled back the number of meter readers in the field to protect our employees and the public against the spread of COVID-19. During that time, residential meter reads were estimated based on prior usage. In many cases the estimates were lower because they were based on energy consumption before stay-at-home orders were in place. Many customers are now seeing true-up bills, which take into account the energy they weren’t charged for when bills were estimated. Please read our news release for a more complete explanation.

We're asking customers to conserve energy since many of you are now telecommuting and have children at home for the summer. Because you're at home more than usual, customers will likely see increase in energy consumption.

Please read our news release for more information and energy-saving tips.

Much more help is available at www.hawaiianelectric.com/products-and-services/save-energy-and-money/household-tips-and-resources

Q:

I have rooftop solar. Why is my bill higher?

A:

There has been cloudy, rainy weather recently, which equates to less renewable energy production. That leads to customers purchasing more energy from Hawaiian Electric if their rooftop systems aren't producing as much energy to offset their use. Also, with more customers staying home due to the coronavirus pandemic, energy use has increased.

Customers with rooftop solar are encouraged to frequently monitor their systems' production through their online portal.