Kokua Fund Bill Credit

Hawaiian Electric is issuing $2 million in Kokua Fund one-time bill credits to past-due customers who have struggled to pay their electric bill during the COVID-19 pandemic. The bill credit is meant to help supplement many other pandemic-related financial assistance programs. The $90 one-time bill credit will automatically be applied on January 31, 2022 to approximately 22,000 past-due residential and business accounts who meet specific criteria.

Who gets the credit?

• The credits will automatically be applied to the 22,000 active residential & business accounts that meet the specific criteria: at least 30 days past due as of Dec. 31, 2021, with a minimum current past-due balance of at least $200.

When can eligible customers expect to receive the credit?

• The one-time credit will be posted to accounts by Jan. 31, 2022, and it will appear on statements that arrive in February 2022 and immediately online through the Online Customer Service Center. For accounts that receive the credit, it will appear as a separate line item labeled "Kokua Fund Credit," on the second page of the bill under the "Adjustments."
• Over the coming days, eligible customers will be notified via email or phone.

If I log in to my Online Customer Service Center account will I be able to see if the bill credit has been applied to my account?

• Yes, customers already enrolled in our Online Customer Service Center may log in to their online account after Jan. 31 to check if their account has qualified for the one-time bill credit. Log in by going to hawaiianelectric.com/myaccount and click on the "Billing Overview" page to see the one-time bill assistance credit appear as "Kokua Fund Credit."
• If you are not already enrolled in the Online Customer Service Center, register for an online account. You will need your electric account number to enroll.

What about those who are struggling with bills, but didn't get the bill credit?

• Not every customer will qualify for the credits, which are meant to supplement the many other pandemic-related financial assistance programs available. By applying the credits to accounts that have past-due balances carried forward from 2021, we hope to help customers most in need.

What makes this different from the 2021 Hawaii Utility Bill Assistance Program (HUBAP) that Hawaiian Electric contributed $2 Million to last year? Why aren't we managing this the same way?

• One difference between this program is that we are applying the credit directly to customer accounts that have a past-due balance carried forward from last year. Hawaiian Electric is able to identify these accounts, and therefore eliminate an application process. This also provides credits in a more timely fashion.
• Like the Hawaii Utility Bill Assistance Program, the Kokua Fund Bill credit is funded by shareholder money, for a total one-time benefit of $2 million.

I didn't receive a credit and need help to manage my bill. What are my options?

• Hawaiian Electric continues to offer special payment arrangement options for past-due customers. Go to hawaiianelectric.com/paymentarrangement for more information.
• To learn more about available assistance administered by government agencies or nonprofits, go to hawaiianelectric.com/COVID19.
• For assistance managing energy costs, Hawaiʻi Energy is a trusted resource for tips and rebates to help offset the costs of energy-saving equipment and services. Visit https://hawaiienergy.com/tips for more information.