The main Hawaiian Electric customer service number is 1-808-543-7511

That number works for billing questions, service requests, outages, and account changes across all Hawaiian Electric service areas on Oahu, Hawaii Island, Maui, and Lanai. The line is staffed Monday through Friday, 7:30 a.m. to 5:30 p.m. Hawaii Standard Time. Outside those hours, you can report an outage through the automated system or use their website.

If you know which island you're calling from, Hawaiian Electric also maintains separate local numbers that may have shorter wait times. Those numbers are listed on their website under "Contact Us," along with options to reach them by mail or through their online account portal.

Key Takeaways

  • The main customer service line 1-808-543-7511 handles all account types and service areas, with live representatives available weekdays 7:30 a.m. to 5:30 p.m. Hawaii time.
  • You can report an outage 24/7 through the automated system on that same number, even when the office is closed.
  • Island-specific phone numbers are available on the Hawaiian Electric website and may have shorter hold times during business hours.
  • For non-urgent questions about billing or account changes, the online portal or email may be faster than calling during peak hours.

What you can handle by phone versus online

Calling works best for urgent issues: reporting an outage, asking about a sudden spike in your bill, or requesting an when ready service visit. A representative can look at your account in real time and sometimes resolve the issue during the call.

For routine tasks — paying a bill, updating your address, setting up autopay, or viewing your usage history — the Hawaiian Electric website or mobile app is usually faster. You don't have to wait on hold, and you can do it at any hour. If you don't have online access or prefer to speak with someone, calling is still an option, but expect longer wait times during business hours.

Reporting an outage

If your power is out, call 1-808-543-7511 and select the outage reporting option from the automated menu. You don't need to wait for a representative — the system will ask for your account number or service address and confirm that the outage has been reported. Hawaiian Electric uses this information to map outages across the grid and dispatch repair crews.

The automated system also tells you the estimated time power will be restored, based on the type and location of the outage. If you want to speak with a representative instead, you can stay on the line after reporting, though wait times are often longer during widespread outages when many people are calling at once.

Billing and payment questions

If your bill seems high or you want to discuss a payment arrangement, a representative can review your account and explain what drove the charges. They can also help you set up a payment plan if you're behind, discuss energy efficiency programs, or answer questions about time-of-use rates if you're on that plan.

You can also pay your bill by phone during the call, though you'll need your account number and a credit card or bank account ready. If you prefer not to call, Hawaiian Electric accepts payments online, by mail, or through automatic bank draft.

Service requests and account changes

Calling is the right choice if you need to schedule a service visit, request a meter inspection, report a suspected gas leak (call when ready), or make changes that require verification — like adding an authorized user to your account or requesting a final bill when you move.

The representative will ask for your account number, service address, and details about what you need. They'll confirm the appointment or change and may send you a confirmation email or text. For non-urgent requests, you can also submit them through the website, though phone calls are usually faster if you need the work done within a specific timeframe.

Wait times and best times to call

Hawaiian Electric sees the heaviest call volume on Monday mornings and right after a major outage. If you can call Tuesday through Thursday in the late afternoon (after 3 p.m. Hawaii time), you'll usually wait less. Early morning calls, before 9 a.m., also tend to have shorter hold times.

During peak hours, wait times can stretch past 30 minutes. If you're not in a hurry, calling back later or using the website will save you time. The automated outage reporting system has no wait, so if you're only reporting an outage, you can call anytime.

Alternative ways to reach Hawaiian Electric

The Hawaiian Electric website (hawaiianelectric.com) has a live chat option during business hours, which sometimes has shorter wait times than the phone line. You can also email customer service through the website, though responses typically take one to two business days.

If you have a complex billing dispute or need to file a formal complaint, you can contact the Hawaii Public Utilities Commission, which oversees Hawaiian Electric. Their contact information is on their website. For outages or emergencies, always call the main number — it's the fastest way to get help.

Frequently Asked Questions

What should I have ready before I call?

Have your account number (on your bill), service address, and a description of what you need. If you're calling about a specific charge, have your recent bill handy. For outage reports, the system just needs your address or account number.

Can I reach Hawaiian Electric outside Hawaii Standard Time?

The customer service line is open weekdays 7:30 a.m. to 5:30 p.m. Hawaii time only. Outside those hours, use the automated outage reporting system or the website. For emergencies like gas leaks or downed power lines, call 911.

Is there a number for billing disputes or complaints?

Start with the main customer service line — representatives can often resolve billing questions on the spot. If you need to file a formal complaint, ask the representative for the dispute process, or contact the Hawaii Public Utilities Commission directly.

Do I have to call to report an outage?

No. You can report an outage through the Hawaiian Electric website or mobile app if you prefer. The automated phone system is also available 24/7 and requires no wait. Choose whichever is fastest for you.

What if I'm calling from outside Hawaii?

The number 1-808-543-7511 works from the mainland and internationally, but you'll pay long-distance charges unless you have an unlimited plan. Using the website or app is free and available anytime, so that may be a better option if you're not in Hawaii.