Our system operation teams are here to help 24/7!

At Hawaiian Electric, our teams are closely connected, and we rely on one another to safely and efficiently complete our work. When a power outage occurs or equipment needs repairs, teams across multiple departments work together to resolve the issue.

As one of the digital communications and social media specialists at our company, I’m grateful to everyone who helps our social media team get timely information to relay to customers. Our system operation control centers play a key role in our communications because they coordinate and track outages from investigation through full circuit restoration.

We have system operation control centers across Oahu, Hawaii Island, and Maui County, which all operate 24/7, 365 days a year to ensure our electrical grids on the various islands are safely powered while fielding outage and downed powerline reports directly from customers.

If you’ve ever reached out to us on social media to report an outage or safety concern related to equipment, we may have asked you to report the issue by calling our trouble line or visiting our website to report your specific location. Our team works to post updates as quickly as possible, but our system operation teams are the true heroes behind the scenes! With the help of technology, our system operation control centers monitor all electrical circuits and outages. When you directly report an issue to one of our trouble lines, we truly appreciate it because it helps our teams verify outages and pinpoint outages.

Our social media team is always happy to respond to concerns that customers send our way, and sometimes we can tell you whether crews are aware of an outage or en route to investigate. However, we’re not always online, especially overnight (unless there is a major emergency), so the most certain option is to call one of our 24/7 trouble lines or report it online. All our employees in our system operation control centers are based locally, and they receive additional support from customer service to keep our trouble lines operating around the clock.

Reporting a Power Outage

To quickly report an outage, you may call one of our 24/7 trouble lines, make a report online, or use the Hawaiian Electric mobile app. If you are experiencing power interruptions, there is an option to report flickering lights online as well.

24/7 trouble line phone numbers:

• Oahu: 1–855–304–1212
• Hawaii Island: 1–855–304–9191
• Maui County: 1–855–304–8181

Quick tip: We recommend saving your phone number to your online electric account. Instead of having to memorize your account number, the automated trouble line will allow you to make an outage report using your phone number associated with your electric account.

Once you report the power outage, you can view status updates via our online outage maps. Just remember that it may take about 15 minutes for the outage to appear on the map after reporting it.

When a customer reports a power outage or downed powerline through one of our trouble lines, our system operation control center creates a ticket and dispatches a first responder or primary troubleman. Depending on the outage, the social media team will post an outage update on X (formerly Twitter).

If needed, crews may be called out to complete repairs. As crews actively work in the field to safely restore power, they may not be able to report updates to our system operation control center simultaneously. To ensure the safety of our crews, they are not permitted to use their phones while working on repairs. But rest assured, they are always doing their best to safely restore power as soon as possible. If you don’t see them near your residence, they may be working on equipment in a different area related to the outage.

Reporting a Safety Concern About Downed Power Lines

To report downed or sparking power lines, we recommend calling one of our 24/7 trouble lines; you can immediately press 1, and a representative will field your report. If it’s an emergency, please call 911. When we receive a safety report, our system operation team will verify whether we own the equipment in question and will address the concern if needed. Safety is our utmost priority, and we always encourage you to report concerns. Of course, if the safety concern is with another utility, we would appreciate it being reported to the other utility directly to free up our trouble lines for emergencies we are responsible for.

When you report an outage or safety concern, it directly helps our teams. We are grateful when customers make a report, and we also truly appreciate customers’ patience when crews are working to restore power and complete repairs.