As part of commitment to help customers save money and energy, new LUMA bill design will be clearer, easier to understand and provide more information on energy usage.
San Juan, Puerto Rico, March 2, 2022 – As part of the company’s efforts to help their 1.5 million customers make informed energy choices, LUMA will be introducing a new bill design that customers can expect to begin seeing in their mailboxes and as eBills in March. The new bill design is a fundamental change to the energy information customers are provided. New features of the bill design include graphics on energy use and costs, and will be clearer, more visual and will feature valuable energy-saving tips. As part of the new bill design, LUMA customers will be able to better understand exactly what they are paying for, the nature of their monthly energy usage and what they can do to conserve energy and save money.
“For years, Puerto Ricans have lacked the information they need to better understand their energy usage and bill, this new LUMA bill design is a fundamental change that will provide more transparency and will empower our 1.5 million customers with more relevant information they need to better understand their electric usage and bill,” said LUMA Vice President of Customer Experience, Jessica Laird. “This new bill design is another example of LUMA’s commitment to improve the overall customer experience and providing the level of customer service Puerto Ricans expect and deserve.”
The new bill design was informed by market research and customer input to help better address the needs of all LUMA customers. Based on this customer feedback and research, the new LUMA bill design will now highlight key information, such as the bill breakdown, payment due date and effective tips meant to help customers save energy from month-to-month. It also provides graphics that illustrate energy usage and compares it with the previous month, and with the same month of the previous year.
Among the key changes that customers will see in the new four-page bill design are:
- Important message centers containing energy-saving tips and information
- Information that is clearer and easier to read, emphasizing the payment due date
- Customers’ energy use in a more visible way
- Monthly comparisons of customers’ energy use
- More resources for customers participating in the Net Metering Program
- Averages for energy cost per day, daily use and 12-month cost per kWh
The new bill design was approved by the Puerto Rico Energy Bureau (PREB) in November 2021 and was shaped by input from the Independent Consumer Protection Office (OIPC).
LUMA customers can expect to begin receiving the redesigned bill starting March 4, 2022, with nearly all customers receiving the new bill by March 31, 2022.
To learn more about LUMA’s new bill design, customers can visit https://lumapr.com/your-new-bill/?lang=en. There are also more ways than ever for customers to receive information related to their account. Customers with billing inquiries are encouraged to call 1-844-888-5862 (LUMA) or submit an inquiry through Mi LUMA web or MiLUMA app. Signing up for Mi LUMA is quick and easy. Simply go to https://miluma.lumapr.com/login or download the Mi LUMA App on Android/iOS mobile devices.
ABOUT LUMA: LUMA is a Puerto Rican company that, since June 1, 2021, operates 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, durable 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.
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