Hawaiian Electric Companies’ software upgrade to affect customer services Sept. 28 to Oct.1, 2018


Switch to new system expected to cause some delays

HONOLULU, Sept. 4, 2018 – Hawaiian Electric, Maui Electric and Hawaiʻi Electric Light will be upgrading their computer software at the end of the month, affecting phone, online and walk-in services from Friday, Sept. 28, to Monday, Oct. 1, 2018

During that period, customer service representatives will not have access to account information, which will limit their ability to service requests. The companies will resume normal business operations on Tuesday, Oct. 2, but customers should expect delays and longer wait times due to higher call volume.

“We are constantly seeking ways to be more efficient and this software upgrade will give our employees new tools to help customers,” said Jim Alberts, senior vice president of customer service. “Anyone who has ever had to switch to new software knows that navigating a new system can take time. We thank our customers in advance for their patience.”

Here’s how the upgrade could affect customers:

To learn more about how the software upgrade will impact customers, go to: