HISTORIC DEVELOPMENT: LUMA WILL NOW PROVIDE ESTIMATED RESTORATION TIMES FOR CUSTOMER OUTAGES
San Juan, Puerto Rico, October 20, 2022 – As part of its commitment to keep our customers better informed about possible outages, LUMA announced that it has launched a new online outage portal to provide customers with detailed and real-time information on service interruptions that occur due to weather, generation shortfalls, system maintenance and upgrades or other factors. As part of this new online outage portal, LUMA is also announcing a historic first for Puerto Rico as it will now provide customers who experience outages an estimated time of restoration (ETR) to help our customers better prepare and plan, as well as information on the type of outage that is occurring.
“The over 3,000 men and women of LUMA have been working hard to build a more reliable and more resilient electric grid for our 1.5 million customers, and to address their concerns and questions related to outages. As part of this commitment, LUMA is proud to announce a new online outage portal that will provide more detail related to service interruptions than has ever been provided before in Puerto Rico including estimated time of restoration, the type of outage, and the current status of outage events. This is new tool is an important step forward of building a better and more customer focused energy future for Puerto Rico,” said Noriette Figueroa Melendez, Director, Voice of the Customer.
In addition to providing customers with estimated times of restoration, this enhanced portal will also display new information such as:
- Estimated number of customers impacted
- Impacted areas and the current status of the event
- Cause of outages, like weather, generation shortfalls, planned maintenance and improvements to the electric grid, or other factors.
The outage portal will remain available as part of LUMA’s normal day-to-day operations and customers and interested parties will be directed to use this portal for the latest information on any power interruptions that customers may be experiencing.
All customers who experience a service interruption are encouraged to call 1-844-888-5862 (LUMA) or report using the Mi LUMA Web and mobile apps.
About LUMA
LUMA is a Puerto Rican company that, since June 1, 2021, operates and manages the electric power transmission and distribution system in Puerto Rico. LUMA is a company driven by a mission to transform the electrical transmission and distribution system to provide all Puerto Ricans with the reliable, resilient, cleaner, and affordable electrical grid they deserve. As a customer-centric company, LUMA’s entire workforce of more than 3,000 employees is focused on safely delivering an exceptional customer service experience to its 1.5 million customers.
