Categorized | Business, Energy

Hawaiian Electric upgrading computer system for customer records and bills

MEDIA RELEASE

HONOLULU – To serve our customers better, at the end of May, Hawaiian Electric, Maui Electric and Hawaii Electric Light Company will start using an upgraded computer system to maintain customer records and manage billing.

“Our old system served our customers well for many years, but with continuing advances in computer systems, it’s no longer cost effective to maintain the old one. The new system provides a better foundation to support our customers’ needs in the years to come,” said Darren Pai, Hawaiian Electric spokesman.

Visible changes will be minimal but here are some things customers should know:

  • All customers will receive a new account number and their bill will look slightly different. A brochure explaining the new bill format will be included with June electric bills.
  • Customers using Automatic Bill Payment do not need to take any action if they would like this service to continue.
  • E-bill customers who view their bills online will need to re-register to continue this service. This simple process is necessary for security reasons. These customers will be emailed instructions on how to re-register.
  • Customers using CheckFree for online bill payment will continue to receive notification of new bills and make payments as usual via this service. Customers who experience any difficulty with this service can contact CheckFree at www.mycheckfree.com or by calling 1-800-564-9184.
  • If customers have questions, they are encouraged to email them through our online service center. Answers to many common questions about the new system are also posted online.

The company websites are www.heco.com (Hawaiian Electric), www.mauielectric.com (Maui Electric) and www.helcohi.com (Hawaii Electric Light Company).

All three companies have increased call center staffing and provided customer service representatives with extensive training on the new system. However, it is expected that it will take longer for customers to reach the companies’ call centers for a period after this transition.

“We thank our customers for their patience and appreciate their understanding during this very busy time,” Pai said. “We highly encourage customers to use our website as the means to get answers to their questions. We’ve done extensive planning and testing at every step along the way to make the transition as smooth as possible.”

To save time, customers are also encouraged to use the direct phone numbers for assistance with common non-billing questions and services rather than go through the main customer service numbers. These numbers can be found on the “Contact Us” page on our websites. For example:

Power Outage:
808-548-7961 (Oahu)
808-871-9777 (Maui)
1-877-871-8461 (Molokai/Lanai)
808-969-6666 (Hawaii Island)

Tree Trimming:
808-543-7836 (Oahu)
808-871-9777 (Maui)
1-877-871-8461 (Molokai/Lanai)
808-969-6666 (Hawaii Island)

Electric Service Upgrades:
808-543-7070 (Oahu)
808-871-2390 (Maui)
808-969-0311 (Hilo)
808-327-0500 (Kona)

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