Consumer Advocacy – Public Utilities (DCA)

The Public Utilities Commission (PUC) has extended the suspension of termination or disconnection of regulated utility services due to non-payment and/or assessment of other charges through May 31, 2021. The Division of Consumer Advocacy encourages customers to contact their utility to work out payment arrangements, continue paying their bills to the extent possible during this time, and be on the look out for bill assistance programs. We have created a page on our website ‘COVID-19 Utility Assistance Programs’ that provides information about programs that may be able to help qualifying individuals/households with utility bills.

During these challenging times, the Division of Consumer Advocacy has stood firm in its dedication to advocating for Hawaii consumers, and the PUC has largely adopted the Consumer Advocate’s recommendations.

In anticipation of termination of the disconnection suspension on June 1, 2021, the PUC set forth several requirements for Utilities:

• By May 1, 2021, Utilities must notify all customers that the disconnection suspension is being lifted as of June 1, 2021, with targeted communications to customers who would currently be at risk of disconnection.
• Establish minimum and maximum term lengths for Utility payment plans.
• Retroactively waive all late payment fees and any interest on late payments incurred between the Governor’s first COVID-19-related emergency proclamation on March 5, 2020, and May 31, 2021.
• Provide a Pre-Disconnection Suspension Termination Report

View the full order here. For the complete proceeding, view Docket No. 2020-0209.