FAQ

What happens if I disconnect and reconnect within twelve months?

If a member disconnects and then requests reconnect within 12 months of the disconnection at the same location, the member will be required to pay a reconnect fee of $107.00 and all system energy charges and monthly customer charges for the period of lapse in service.

What is a electronic check payment?

HEA accepts electronic check payment of your electric bill. Pay your bill securely by simply entering your checking account and banking routing numbers. No more looking for stamps!

How do I become an HEA member?

To apply for membership, you must complete a member application, pay a $5 membership fee, $15 records fee and a meter deposit. Click here for additional new member information.

What are your office hours and locations?

HEA has two office locations open from 8:00am to 5:00pm, Monday through Friday (except holidays). Click here for our office locations.

Why do I pay a deposit?

Any applicant who applies for service with HEA may be required to pay a deposit as a proven measure to protect the general membership from losses associated with locations. Click here for additional deposit information.

When do I get my deposit back?

A deposit is credited back to a member’s account after paying on time for 12 consecutive months, or, it is credited to the final bill upon disconnect.

When is my account considered past due and when will I see a late fee charge?

Your account becomes past due at 25 days from the date of the billing; however, there is a short grace period between monthly billings before the fee is applied. The late fee will be charged on account balances that are 30 days or greater past due (depending on the bill date).

When will I receive my monthly bill?

Bills for electric service are issued monthly. A bill shall be considered past due if payment is not received by the twenty-fifth (25th) day after the bill was rendered.

Why does my bill seem high this month?

There are many things that can make a bill seem high. Weather changes, increase in the number of people in your household, a change in appliances and even a change in the number of days in the billing cycle can cause your bill to seem higher than normal. If you want to learn how to conserve electricity, click here for helpful energy conservation ideas.

How do I sign up for budget billing?

Simplify your bill paying and even out your electric payments by paying the same amount in December as you do in June with Budget Billing. Enrollment is in March, April and May. Contact HEA for additional information.

Can I set my account up to be paid automatically each month?

Yes, HEA offers a bank draft option. You simply need to sign a form authorizing the draft each month (which will be drafted about 10 days prior to the due date) and bring in or mail a voided check. There is no charge for this service.

Who is responsible for repair and maintenance of the meter?

Generally, HEA is responsible for maintenance and repair of our facilities up to the electric meter. The member is responsible for the cost of repairs from the meter to the home.

Who should I call to have the underground power lines located at my property?

Call 811 or visit the Alaska Digline  at least 2 business days, or up to 10 days, before you want to start digging.

I need help understanding my demand energy charges.

What is Demand? Demand is the total amount of electricity being used by a customer at any one time. Demand varies from hour to hour, day to day and season to season. This usage is expressed in kilowatts (not kilowatt-hours) and is referred to as “demand.” For the majority of general use/commerical customers, HEA monitors demand over a 15-minute period. The customer is charged for the highest 15-minute average recording on the demand meter. After HEA reads the meter each month, demand is reset to zero and the meter starts over, recording the highest 15-minute average for the next billing period.  Additional Understanding Demand and Consumption information

What is Easy Pay and how do I log in?

Easy Pay Online allows you to look up your account, view your bill/usage history, and pay your bill with a credit card or echeck online. There is 24-hour accessibility to your account. If you are wanting to log-in to HEA Easy Pay for the first time, contact HEA and we will set your password.

Note: Online payment services are unavailable daily from 10:30pm-midnight (AST) for routine maintenance. We apologize for any inconvenience this may cause.

 

What are capital credits?

Capital credits reflect each member’s ownership in the cooperative. Electric cooperatives like HEA do not earn profits in the sense that investor-owned utilities earn profits for their investors. Instead, any margins or revenues related to the sale of electric service remaining after all expenses have been paid are returned to the cooperative’s members in proportion to their electrical usage. Click here for more information on Capital Credits

What is the Cost of Power Adjustment (COPA) charge on my bill?

COPA rate was established to recover the cost of fuel, purchased power and other fuel-related costs. This line item reflects the most current COPA rate and is multiplied by the number of kilowatt hours (kWh) used at the location during the billing period. COPA fluctuations may occur on a quarterly basis, predominately due to changing costs of fuel. Click here to view a sample bill.

What is the declined payment fee?

Formerly referred to as non-sufficient funds or a dishonored check charge, the declined payment fee is applied to offset handling costs incurred for processing returned checks or denied electronic payments (debit cards or credit cards).

What happens if I don’t pay my bill?

If you are having problems paying your electric bill please call us. Additional information is on our Help with My Bill page .

How do I sign up for paperless or electronic billing?

When you enroll in e-billing , HEA will email you each month to let you know your billing statement is ready. Click on the link in the message to view your billing statement. You will no longer receive a paper billing statement but the e-billing statement will look the same. Click here to complete an enrollment application.