Frequently Asked Questions: Accounting & Billing

Frequently Asked Questions: Accounting & Billing

  • After placing my gas order when can I expect my delivery?

  • Please allow a minimum of (10) ten working days for Hawaii Gas to deliver propane to your home or business. In order to prevent a service interruption, please call us:

    • Tank Service: When the gauge reads between 30-35 percent. Please note that the gauge reads the percentage of the tank’s capacity and not gallons.

    • Cylinder Service: When the first cylinder empties and you switch to the second cylinder.

    If you run out of propane and are in need of an “emergency” fill, a service charge may be assessed.

  • What is a customer charge?

  • Hawaii Gas’ monthly customer charge covers the costs associated with providing the safe and reliable service you’ve come to expect. The charge goes directly to services such as reading gas meters, on-site inspection and testing of tanks, processing and generating customer bills, and equipment costs such as tanks, service lines, meters, and regulators. In addition, our monthly customer charge allows us to provide unmatched 24/7 customer support and important emergency response services.

  • How can I authorize someone on my account?

  • If you are a residential customer:

    The account holder, or other authorized party on the account, may call our office, verify their information and authorize (or de-authorize) another individual. 

    If you are a business customer:

    Please submit a letter (preferably on letterhead) listing the people that you would like us to be able to speak to regarding your account. The letter must be signed by the owner or authorized agent or officer of the business, verifiable under the Department of Commerce and Consumer Affairs (“DCCA”) if the business is registered. Please include a contact phone number.

  • How can I change my billing address?

  • If you are a residential customer:

    The account holder, or other authorized party on the account, may call our office, verify their information and update the billing address. 

    If you are a business customer:

    Please submit a letter (preferably on letterhead) updating the billing address.  The letter must be signed by the owner or authorized agent or officer of the business, verifiable under the Department of Commerce and Consumer Affairs (“DCCA”) if the business is registered.  Please include a contact phone number.

  • How can I submit a claim for gas outage?

  • If you have a gas outage, please give us a call at your local branch office. You can find the phone numbers here

  • How do I change or cancel my automatic bill payment?

  • To change the automatic bill payment:

    If your bank account from which automatic bill payments are drawn has changed, please fill out a new automatic bill payment form and submit it with a copy of the voided check or deposit slip for the new account, along with a short note requesting the date you would like the change to occur.

    Please note that changes may take up to 30 days to complete. If a statement is generated within this window, you may need to make a manual payment in order to avoid late fees. If you are requesting a change or cancellation of automatic bill payment within a week of the statement due date, we may not be able to stop the payment from being pulled from your old account.  

    To cancel the automatic bill payment:

    Please submit a signed request in writing to cancel your automatic bill payments. Be advised that if you signed up for automatic bill payments in order to waive the deposit on the account, and your account has been opened for less than twelve consecutive months, a deposit will be charged to your account upon cancellation of automatic bill payments.

  • How do I dispute my bill?

  • If you believe your bill is incorrect, call us before the payment due date and we will provide a prompt explanation, in writing if requested. Payment of the bill will then be due within seven (7) days of the explanation. If you still disagree, you may pay under protest. To do so, please do not write on the bill. Instead, send us a letter with your name, account number, date of the bill, description and amount of the error and an explanation of why you still believe the bill to be in error.

    For utility customers, you may also mail a copy to the Hawaii Public Utilities Commission, 465 S King St, Suite 103, Honolulu, HI 96813.

  • How do I reactivate my gas service?

  • There may be times where you shut off your gas for a number of reasons (fumigation, natural disasters, vacation homes, etc.)

    To reactivate your services, a Hawaii Gas technician must come to the property to perform a leak and pressure test on the gas system. Activation fees are $30 for next business day, or $50 for same day activation, based upon availability of our technicians. Same day service may not be available and may need to be scheduled on the next available day. 

    Our technician will need to have access to all gas appliances to perform the leak and pressure test. If activation is scheduled and the technician cannot get access to the appliances, they will leave the gas off and a $30 fee will be charged, and the activation will need to be rescheduled. Even if the gas is turned on, regulation requires Hawaii Gas to send a technician to perform a leak and pressure test anytime there is a change of account holders. 

  • How do I sign up for Automatic Bill Payment? On-line payment? e-bill?

  • You may sign up for Automatic Bill Pay by submitting this online form or by visiting your nearest branch office. They will be happy to print one up for you!

  • How do I transfer service?

  • Unfortunately, Hawaii Gas does not transfer services. If a customer is relocating, they must close an account and open another at the other location. To see how to close an account click here. To see how to open an account click here.

  • If I made payment arrangements why do I receive a shut off notice?

  • Depending on what type of payment arrangement was set up, the past due notices are system generated. If you have questions, please call us at 808-535-5933.

  • If I'm having difficulties paying my gas bill, where can I get help?

  • The Federal Government has a program for Low Income Housing Energy Assistance Program. Annual open enrollment is offered June 1 - 30. Contact your nearest HCAP office for assistance provided the bill is not already past due.

    In addition, you may contact your nearest branch office to make term arrangements on a one-time large bill.

  • What if the account holder is deceased?

  • If the primary account holder has passed away, someone must take over the account or we have to close the account. We can only change the name to a direct relative (spouse, child or parent).

    If you are the spouse of the account holder, please submit a copy of the death certificate, which would show you as the surviving spouse, along with a short letter requesting the name change. Please include a phone number so that we may contact you to verify your personal data. 

    If you are the child of the account holder, please submit a copy of the death certificate and a copy of your birth certificate, which shows the relationship to the account holder. If you have a different last name due to marriage, you will need to submit a copy of the marriage certificate instead of the birth certificate, which would indicate both the change of last name and the relationship to the account holder. Please also include a short letter requesting the name change, with a phone number so that we may contact you to verify your personal data. 

    If you are the parent of the account holder, please submit a copy of the death certificate, which would show you as the parent, along with a short letter requesting the name change. Include a phone number so that we may contact you to verify your personal data. 

    If you are not a direct relative, but have legal documents assigning you as the personal representative of the estate, please forward a copy of the legal papers so that we may add you as an authorized party to the account until the affairs of the decedent have been settled.

    If you are another party, not directly related to the account holder, but who wants to take over the account, please call our office to register for a new service under your name.

  • What is an authorized party?

  • An authorized party is someone whom the account holder has given us permission to speak to regarding their account.  Authorized parties can be anyone the account holder designates, and would have the authority to request information regarding billing, schedule appointments or repairs, authorize other parties on the account, or close the account should services no longer be required.

    Account holders must specifically designate authorized parties. We value our customers’ privacy and security and we follow the Privacy Law for our customers’ protection. If you are the spouse of the account holder, and/or the owner of the property, we cannot speak to you regarding the account without the account holder’s permission.

  • What is the difference between Automatic Bill Pay (ABP) and Online Bill Pay?

  • Automatic Bill Pay is a free and easy option to pay your bill. You will receive a paper bill. You have two weeks to review your current gas charges before your payment is automatically deducted on the due date.

    Find out more about Automatic Bill Pay here.

    Online Bill Pay is another option for our customers to view and pay their bill online. In addition, you will have an option to pay online with a low cost convenience fee.

    Find out more about Online Bill Pay here.

  • How do I change a name on my account?

  • If your name has changed due to marriage, divorce or legal name change, please submit a copy of the legal document indicating the name change (divorce decree, marriage license, etc.) along with a note requesting the change.

    If you want to change the name on the account to a different primary account holder, the new account holder will need to initiate the process to activate a new account. Please note that activation fees and deposits will be required.

  • Where can I pay my bill?

  • You may pay your bill online by clicking here.
     
    If you wish to pay in person, we have two options for your convenience:
     
    1.       You may visit any one of our branch locations. To find a location nearest you please click here.
    2.       You may also visit any Western Union Speedpay Location. To find a location nearest you please click here. When selecting a filter, please select “Payments”.
     

  • How does Western Union Speedpay Work?

  • Western Union Speedpay is a service offered by Hawaii Gas to allow you more options to pay your bill in person. To find a location nearest you please click here.  
     
    You must present your invoice at any Western Union Speedpay Location to pay your bill. If you are a first time user, you will need to complete a blue form located on the counter. Once you are set up, you may easily pay your invoice with cash check or credit card.