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Hawaiian Electric will be upgrading its computer systems from Friday, Sept. 28 to Tuesday, Oct. 2. During this time, our customer service representatives will not have access to customer account information, which will limit our ability to service customer requests. We will resume normal business operations the morning of Tuesday, Oct. 2, when the upgrades are completed.
|Customer Services: Friday, Sept. 28 to Tuesday, Oct. 2|
|Friday, Sept. 28 & Monday, Oct. 1||Business offices will be open with limited customer services: phone, online and in-person|
|Saturday, Sept. 29 & Sunday, Sept. 30||Business offices will be closed for the Weekend|
|Tuesday, Oct. 2||Business offices will be open with normal customer services: phone, online and in-person|
So that we may better serve you during this transition, please note the following:
- If you're planning to start, stop or move electric service at the end of September or beginning of October, please schedule your request as soon as possible by calling our Customer Service Center at (808) 969-6999 for Hilo, (808) 329-3584 for Kona, or (808) 885-4605 for Waimea, or by visiting www.hawaiielectriclight.com. If your power is currently disconnected and needs to be reconnected on Friday, Sept. 28 or Monday, Oct. 1, a request must be received prior to this date. Requests to start, stop or reconnect service received on Sept. 28 and Oct. 1 likely will be subject to a delay of three to five business days.
- To accommodate anticipated delays due to the system upgrade, our Customer Call Center will be open for extended hours starting Monday, Sept. 24 through Friday, Oct. 5. (excluding weekends) from 7:30 a.m. to 8 p.m.
- On Friday, Sept. 28 and Monday, Oct. 1, customer service representatives will not have access to customer account information. Because of this, please expect processing delays if you request to start or stop service, make a payment on an account, or inquire about account balance/status. Expect a delay of three to five business days on requests made on Sept. 28 and Oct. 1.
- Payments will be accepted at our Hilo and Kona Payment Centers at 1200 Kilauea Avenue and 74-5519 Kaiwi Street respectively. However, payments must be accompanied with a remittance stub or customer account information (account name, 12-digit electric account number and service address).
- Automated calls, notices, and mailings will be temporarily suspended from Sept. 28 to Oct. 1.
- When calling our Customer Service Center at (808) 969-6999 for Hilo, (808) 329-3584 for Kona, or (808) 885-4605 for Waimea, or when visiting our Hilo and Kona Payment Centers, please have your 12-digit account number and/or complete service address, name on your electric account, and a valid daytime contact number. A follow-up call may be initiated when normal operations are resumed, in order to process your request on Oct. 2.
- Service requests received on Sept. 28 and Oct. 1 will be processed in order of receipt and priority in our customer information system starting Oct. 2. If you initiated a request during this time you may be contacted to confirm or verify information related to your request.
- Customers with pending electrical service requests (i.e., new service, removals, relocations, upgrades, etc.) may experience delays as many of our operational areas change work processes to accommodate the new computer system. We will do our best to serve you in a timely manner.
We will resume normal business operations on Tuesday, Oct. 2. Our customer service representatives will have complete access to our customer information system and be able to perform all customer service transactions. However, we ask for your patience as our representatives get used to our new computer system. We also anticipate a higher call volume and customers may experience longer waits than usual when we return to normal operations.
Our Online Customer Service Center at www.hawaiielectriclight.com will be fully restored on Oct. 2. You will be able to access and view your account information, make an online payment, or initiate a request to start, stop or move service.
While these system upgrades may cause some delays, they ultimately will allow us to serve you more efficiently and effectively. Mahalo for your patience and understanding.