Consumer Advocacy – Public Utilities (DCA)

The Hawai‘i Department of Commerce and Consumer Affairs Division of Consumer Advocacy (DCA) remains dedicated to empowering consumers and supporting ratepayers in Hawai‘i. The Division highlights information on utility bill assistance programs and opportunities for input towards permanent affordability solutions and upcoming energy projects and initiatives.  

“Our goal is to empower consumers with knowledge and helpful resources to help them navigate challenging economic situations and access means to permanently decrease their utility bills,” said Michael Angelo, Consumer Advocate and Executive Director of the Office of Consumer Advocacy.  

Below is a range of programs for consumers and ratepayers to be aware of. For more information on these programs and how to access them, consumers should visit the direct websites of each company and program.  

Affordability Solutions:  

• GEM$ On-Bill Program: Upfront costs dissipate through a financing system structured around bill savings, enabling consumers to offset expenses over time. 
• Hawaii Energy Efficiency Tips and Rebate Programs: Connecting with Hawaii Energy offers long-term solutions through energy efficiency tips and strategies to permanently reduce utility bills. Hawaii Energy also offers cash rebates that help you invest in energy-efficient equipment for your home.   
• Hawaiian Electric Company (HECO) – Save Energy and Money: On their site, HECO provides household tips and resources, an Energy Consumption Calculator, Energy Savings Toolkit, and details on the Shift and Save Program. HECO also has a new online tool called “My Energy Use” portal that allows customers to view energy use. If an advanced meter has recently been installed, it can help better manage energy use and electric bills on a daily basis. 
• Hawaiian Electric Company (HECO) – Shift and Save Program: Through this program, HECO offers Time-of-Use (TOU) rates, which enable customers to save money if energy use is shifted away from the high-demand evening and overnight hours that are at a higher kWh rate.  
• Community-Based Renewable Energy (CBRE): CBRE initiatives offer innovative approaches for consumers to access renewable energy sources, potentially reducing electricity bills in the long term by allowing electric utility customers to purchase shares in a renewable energy facility to offset their monthly energy consumption via a credit for that renewable energy on their utility bills. 
• KIUC’s Home Assessment Learning Experience (HALE) Program: This program is used to determine the causes of high consumption. During a home visit, an Energy Services Specialist will collect appliance and demographic information to establish if high consumption is justified and, if not, seek out what other conditions are causing the high consumption.  If needed, direct installation of low-cost energy-saving devices such as LEDs and smart power strips may be offered.  SmartHub education is also offered to assist members in understanding their electric bills.
• Hawaii Gas – Good Energy Tips: Hawaii Gas provides energy-saving tips to help reduce gas bills.  
• WaterSensible Program: The Honolulu Board of Water Supply – WaterSensible program aims to preserve water by offering conservation incentives for residents and businesses, including rebates and initiatives for both residential and commercial sectors, and the WaterWisdom program for condominiums and townhome complexes.  

Financial Assistance with Utility Bills 

General Utility:  

• Aloha United Way 2-1-1: Provides vital assistance and resources for individuals facing challenges in meeting their rental and utility payments.  
• Salvation Army: Provides vital assistance and resources for individuals facing challenges in meeting their utility payments.  
• Low Income Household Energy Assistance Program (LIHEAP): LIHEAP provides gas or electric assistance to Hawai‘i households in need by assisting with a one-time payment toward their electric or gas bill. 
• City and County of Honolulu Rental and Utility Relief Program (RURP): Offers support to renters in the City and County of Honolulu.
• Catholic Charities: A non-profit organization that provides a wide range of social services to individuals and families in need throughout the state.

Electricity:

• Hawaiian Electric Company (HECO) Payment Arrangements: HECO offers flexible payment arrangements to support consumers in managing electricity bills effectively. 
• Hawaiian Electric Company Special Medical Needs Rate Program (SMNP): Provides a $.04 per kWh discount on the first 500 kilowatt-hours in any month for qualifying customers with special medical needs. The maximum savings is $20 in a given month.  
• KIUC’s Qualifying Member Appliance Replacement Program: Helps qualifying low-income seniors (60+) reduce their residential electricity use by replacing older, less efficient refrigerators and defective electric water heaters with new, more efficient ones at no cost to the member.
• KIUC’s Appliance Replacement Rebate: Get $100 off your electric bill with the purchase of a new energy-efficient washer, electric dryer, refrigerator, or freezer.
• KIUC’s Payment Arrangement Program: Members can apply to retire a past due balance for a term of up to three months.
• KIUC’s Cooling and Ventilation Rebates:
  • Get $25 off your electric bill with the purchase of a new Energy Star ceiling fan.
  • Get $50 off your electric bill with the purchase of a window air conditioner with an EER of 11.2 or higher.
  • Get $250-$350 off your electric bill with the purchase of a split system air conditioner with an SEER of 18 or higher.
  • Get $50 off your electric bill (limit 2 per calendar year) by maintaining your split system air conditioner.

• KIUC’s Water Heating Programs:
  • Solar Rebate & Loan Programs
    • Member who want to replace their existing electric water heater with a solar water heater or replace an existing non-functioning solar water heater can apply for a $1,500 rebate or a zero-interest loan. This rebate applies to whole system (panels and tank) solar water heater installations only.
  • Get $500 off your electric bill for replacing an existing electric water heater, a non-functioning heat pump water heater, or a non-functioning solar water heater with an Energy Star heat pump water heater.
  • Get $50 off your electric bill by installing a new water heater timer or retrofitting an existing water heater timer.

Telecommunications: 

• • • Lifeline Program: Provides a discount on monthly telephone service for qualifying low-income individuals. 

• • • Internet Kokua Program: Hawaiian Telcom provides discounts on Internet service for those who meet certain qualifications. If a service address is copper served, it may be eligible to receive High-Speed Internet Basic (up to 7 Mbps download) for $9.95/month, which includes the Wireless Gateway Service Fee. 

• • • Kupuna TV Discount: Hawaiian Telcom provides discounts on the Base Package Tier for those who meet certain qualifications. 

Note: The Division of Consumer Advocacy does not endorse any specific program but serves as an information source for consumers seeking information on available assistance. It’s important to note that the status of these programs, including available funds and eligibility requirements, is subject to change without notice.  

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About the Division of Consumer Advocacy: The Division of Consumer Advocacy works diligently to safeguard consumer interests in public utility services. Committed to fairness and transparency, DCA supports consumers across utility sectors, ensuring affordability, safety, and reliability. Follow DCA on Facebook to stay up to date.