Community groups tell PUC more funding, multilingual outreach and flexible payment plans are needed to prevent utility disconnections

Community-based organizations at a Public Utilities Commission Energy Equity meeting on disconnections described widespread hardship from utility shutoffs and urged more funding, multilingual notice strategies and more flexible payment options to keep households connected.

"These households are fearful or feel shame that they need to reach out for help," said Jillian Okamoto of Catholic Charities Hawaii, describing clients who delay seeking assistance until they receive a disconnection notice. Jillian outlined program limits — paperwork burdens, capped funds and eligibility screens — and recommended energy‑education in schools, multilingual and multi‑channel notices, extended time for voucher holders and reconsideration of reconnection and deposit practices.

Other presenters gave similar accounts. Robin of the Honolulu Community Action Program said the main prevention tool now is the special payment arrangement plan (SPA) but "some of the arrangements monthly are still too high" for households even when spread over three, six or 12 months. Diane from the Salvation Army described the emotional and practical complexity facing callers and urged stronger coordination between utilities and social service agencies, more funding, and financial coaching before households reach crisis.

Sergio Alcobili of the Hawaii Workers Center recounted a case in which a tenant — a single mother with children — lacked electricity for an extended period; an associated tenant described living with lanterns and unsafe wiring. Sergio and others raised landlord‑tenant issues including alleged retaliatory de‑energizing and large deposits tied to prior tenants' unpaid balances.

Proposals discussed included targeted outreach (text, phone and translated notices), expanding access to Hawaii Energy audits and weatherization programs, revisiting medical‑needs discounts, and testing affordability models such as percentage‑of‑income payments. Michael Markridge of Renew Rebuild Hawaii cited examples from other states where voluntary small monthly contributions funded a program that kept bills below a fixed income share and reduced collection costs.

City and county officials reported grant experience: Denise from the Office of Economic Revitalization said multi‑source federal and state funds supported about 22,000 households over the last three and a half years, with roughly 95–96% of applicants seeking rental assistance and only about 5–6% requesting utility assistance. She said short program timeframes, complicated online portals and language barriers limited uptake and recommended in‑person enrollment events and a one‑stop hub model.

Hawaiian Electric representatives said they include assistance links on bills and run televox (automated) outreach to customers at risk of disconnection and that HECO works to connect customers with community partners and Hawaii Energy for audits when helpful.

The PUC moderator closed by noting the commission is procuring a local consultant for engagement and outreach beginning in early 2025 and encouraged public comments to the docket; staff also said a working group on LIHEAP existed and that legislation to create additional state funds for direct assistance may be introduced in the 2025 session.

The meeting produced no formal votes. Presenters and staff emphasized next steps: expand outreach and translation, review SPA design and medical‑needs caps through appropriate dockets, pursue funding increases, and improve coordination between utilities, social service agencies and housing authorities.