Frequent questions


General information


Technical Help to access 'Mi Cuenta': Click here

'Mi Cuenta' is the website of the Puerto Rico Electric Power Authority (PREPA) that allows our clients to carry out various transactions through the internet without having to visit or call our service offices. This service is free and is available 24 hours a day from any computer or smartphone with access to the Internet.

Through 'Mi cuenta' you can:

  • Check the balance sheets of all your registered accounts.
  • Make payments.
  • Verify payments made online, in Banks, PREPA’s Commercial Offices, and any other accepted form.
  • Verify the consumption history of each registered account.
  • Access the image of the electricity bills for each of your registered accounts and print a copy of it.
  • Report a service outage.
  • Request services such as connecting, disconnecting, unhooking a premise, out of service Public Lighting and Dusk to Dawn Lights, and other system problems.
  • Obtain information about many items related to your account(s), electricity, and safety.

To begin using 'Mi Cuenta', you must first register. To register, you only need the following items:

  1. Number of the AEE account (it has to be an active account)
  2. Email Address
  3. Last four digits of the social security of the person to whom the account belongs.
    • Your Social Security Number must be registered with PREPA.
    • If you have not registered your Social Security Number, you must contact the Customer Service Center to register it in the electric service account (787) 521-3434.
  4. At the end of the registration process, you will receive an email with instructions for “Access 'Mi Cuenta'.”

Once you are registered, you have two options to access, through the link at https://www.micuenta.prepa.com or https://www.aeepr.com select 'Mi Cuenta' on the cover of the page. Write your email and password and press the "Sign In button."

If you tried to connect to the page and entered incorrect information ten (10) times, the system for security reasons will inactivate your access. To reactivate access, you can wait 24 hours. Also, you can call Customer Service and report the situation. The Customer Service personnel will reset your password.

Also, you can send an email to servicios@prepa.com that includes the registered account (s), your email address and phone numbers where we may communicate with you during business hours. If an active service representative your access the system will send an email that will indicate that your access was activated.

  • If you forget your password, you can click on the link "If you forgot your password, click here. “.
    • The system will ask you to enter your email address and the registered account number(s). Then answer the security questions. Finally, you will receive an email that will include a link to select a new password.
  • If you forgot your email (user), you could send an email to servicios@prepa.com that includes the registered account(s) and telephone numbers where we may contact you during working hours. Alternatively, PREPA’s authorized personnel will send you an email with your user.

To change your email address (user), you can send an email to at servicios@prepa.com that includes the registered account (s), the new email and the phone numbers where we can communicate with you during business hours. Alternatively, PREPA's authorized personnel will send you a message to your new email address to confirm the change made.

Remember that the new email will be your new user to enter to see the services of 'Mi Cuenta'.

To change your password, you must go to 'Mi Cuenta' select "User Profile," enter the password current and press "Send.”

Enter the new password, re-enter the password and press "Save”. Click on “OK” "To confirm that you want to change the information (password) of your account. The system will say that the information was successfully updated and press again "OK”.

The password must contain a capital letter and a lowercase letter, a number and a special character -_!#$^@*.,+%&? and at least 8 characters.

Yes, you may register multiple accounts with the same email address, but remember you must have the social security number of the client to whom the account belongs.

If your Social Security number has not been registered in PREPA's, you should contact the Customer Service Center at (787) 521-3434 to register it.

To add an account, you must go to "Mi Cuenta," select "Board (Mis Cuentas)," click on "Add Account.”

Write:

  • The account number you want to register.
  • The last four (4) digits of social security of the client to whom the account belongs.
  • Write the "nickname" to identify your account or property.
  • Select the type of property.

If you want to receive the bill electronically, you have to turn on the button of "e-bill/ paperless," accept the terms and conditions of the electronic bill (e-bill).

Press “Save”, Click on “OK” to confirm that you want to change your account information. The system will say that the information was successfully updated and Press again “OK”.

To see your accounts, you can go to "Mi Cuenta," select "Enter (Mi Cuenta)" and all the registered accounts with your email or user will appear.

No. For security reasons, the same account cannot be registered with two different emails.

To delete an account, you can go to "Mi Cuenta" select "Personalize Accounts," select "Remove Account"
Press “OK” to confirm that you want to remove this account from the Dashboard (Mi Cuenta). The system will say that the account was successfully removed and press again. “OK”.

The system will send you an email indicating that you deleted the account.

Yes, you can access any active account.

As soon as you become aware of the situation proceed to communicate with us by email to servicios@prepa.com and explain your situation. They will help you solve this situation.


Payments


PREPA uses the most advanced security systems to provide the highest degree of security available on the Internet. The 'Mi Cuenta' website has an encryption certificate installed to confirm the authenticity or SSL (Secure Socket Layer) that secures all transactions that are carried out in this page. SSL is a secured communications protocol developed to make the transmission of data between a server and a user, through the Internet, completely secure.

As an additional security measure, the sessions will expire after 15 minutes of inactivity. It is done to prevent unauthorized access to your accounts if you have left your computer unattended and have not disconnected.

If you receive an error when making the payment, you must make sure that your browser allows you to open pop-up windows.
Click to see details

When an account is late, to make sure your account will not be disconnected we recommend making your payment in a Commercial Office or through the Customer Service Center phone line at (787) 521-3434 at least three (3) days before the date expiration of the bill. In these cases do not use Banks, Cooperatives, Mail, or PREPA’s Telepago Line (787) 521-2121 because your payment could not be processed on time to prevent service interruption.

You can avoid a suspension of the electric service if you make your payment for the balance of the delay one (1) day before the due date of the bill, through the website 'Mi Cuenta' on the page at www.aeepr.com If you pay the balance on arrear on the bill's due date, your payment could not be processed on time..

Yes, after making a payment, the system will show you the payment confirmation number.

Yes, any payment made through the 'Mi Cuenta' website on the page at www.aeepr.com The customer can see his balance updated and with the confirmation number at the moment.

Payments must be made at least three (3) business days before the due date of your current bill. Any payment made, in an account with arrears, on the bill's due date could result in a service disconnection.

To view your payment history, you can go to 'Mi Cuenta' in the "Billing" section, and click on "Payment History."

  • This section will present you with all online payments and other payments (payments made at our commercials offices, banks, and other means). Besides, it will show the payment's date, confirmation number, type of payment, amount and status (Approved or Not Approved). For example: "Lack of Funds."

The payment confirmation number will be provided right after the payment is done. The system will also send the payment confirmation number to your email.


Billing


Yes, in "Payment History" you can see the last ten (10) payments online and other payments (made at our commercials offices, banks, and any other means). In the "Consumption Graph," you can see the consumption history of the previous twelve (12) months. In the "Bill History," you can see up to twelve (12) previous electronic bills, you can click on the date to see the bill's image. If you cannot see the Bills, you must make sure that your browser allows you to open pop-up windows.

If you do not want to receive your Bill on paper you must go to 'Mi Cuenta', Click on the Board (Mis Cuentas) choose the account that you do not wish to receive the paper bill and select " Customize Accounts " , turn on the option “e-bill/paperless”, accept the terms and conditions of the electronic bill (e-bill) and Press "Save".

Press “OK” to confirm that you want to change the information in this account. The system will say that the information was successfully updated and press again “OK”.

To modify the phone numbers you must go to 'Mi Cuenta', click on the Board (Mis Cuentas), select “Customize account” make the change of the phones and press “Save”.

Press “OK” to confirm that you want to change your user's information. The system will say that the information was successfully updated and press again “OK”.

You can send an email to servicios@prepa.com that includes the registered account (s), your email address and phone numbers where we can communicate with you during business hours and indicate the new postal address and for which account would be the change.

Also, you can visit any commercial office or through the Customer Service Center at (787) 521-3434.

On your bill, you can see in the section below the address of the service that says Current Reading where it will indicate if it is Read or Estimated.

For the reading of meters, PREPA has two processes.

  • The first is through a remote system that communicates with the meter and takes its reading. The other way is a manual reading in which PREPA’s personnel will go the premises of meters that cannot be interrogated and read it.

Remote Reading is the process by which, through computers, PREPA constantly interrogate the meters and get their recorded reading. Once we get the meter reading, which is then transferred to the billing system that generates the necessary computations for the customer electric service billing based on electric usage.

In order to request a bill investigation or file an objection, the customer must pay the amount corresponding to the average of the undisputed bills during the six (6) months prior to the objected bill.
In case there is no history of at least six (6) months of previous bills not objected, the client must pay the amount corresponding to the average of the bills not objected that do exist.
In those cases, in which the objected bill is the first bill issued by the AEE, the client must pay a sum equivalent to the deposit that was required at the moment of signing the electric service contract or the amount of the bill objected, whichever is less. In the event that the average of bills not objected is greater than the objected bill, the client must pay the full amount of the objected bill.


Service Requests


The contracting person must be of legal age, in Puerto Rico legal age is 21. It is essential to have at hand:

Of the person:

  • Valid photo ID issued by the state or federal government.
  • Must be a US citizen or Bona fide resident.
    • If you are a foreigner with residence or work visa, you must present your Resident Card of the Federal State Department or your work Visa.
  • Social Security Card

Of the Premise:

  • If this is the first time electric service is installed, you must submit an Original Use Permit.
  • Electrical Certification if it is the first time service will be offered on the premises or if the property has been more than one year without electrical service.
  • Lease Contract, purchase papers or deed.
  • Meter number if you have a meter or Premise's number in which you are going to contract the service.
  • If you are a Public Project Resident, you must bring the Administrator's Letter granting the Apartment.

Of the Rate:

  • If the person is entitled to a subsidized rate (SNAP, Elderly, Students or Disability) such as Rate 110 or 111 must present the documents that justify the rate.

Important:

  • In the case of underage students, a person of legal age must contract the Electricity Service.
  • No electric service is provided to foreigners without Residency or Work Visa unless they are in compliance with the Governors Executive Order OE-2018-008 and are referred to PREPA through the Foreign Assistance Office of the Puerto Rico Department of State.

Law 7 of January 3, 2014, prohibits PREPA from collecting an outstanding balance that belongs to a former client when a new customer is requesting service on the same Premise.

Besides, the Law prohibits refusing to provide electric service to a Premise until the outstanding balance of a previous client is paid.

Article 3 of the Law makes an explicit exception where it specifies that "This will not apply to persons or legal entities established by persons related within the third degree of consanguinity or second degree of affinity with the client who owns the outstanding balance.

This Law will also not prevent PREPA from charging you or denying service to a new customer that happens to be part of the family unit of the previous client or whom some way would have benefited from the last electrical service contract within the Premise.”

PREPA provides several services and, in general, some have a higher priority than others. Then the estimated time for the execution of orders.

  • New Service: 72 working hours
  • Connection: 24 working hours
  • Suspended Service Reconnection: up to 24 hours
  • Disconnect: as soon as possible, with the required access.

Many times it is not a natural person who contracts the electricity service and therefore needs other documents to be able to show the legal personality and the authorization to contract the service. These businesses can be:

Corporations:

  • Original Certificate of Existence or Certificate of Incorporation or Certificate of Effectiveness.
  • Corporate (Good standing) or Authorization to Do Business in Puerto Rico (if the corporation is a foreign company). The document must be less than one year from the date of issue.
  • A Corporate resolution authorizing your representative to contract the electric service. It must be on official paper, have a signature and seal.

Limited Liability Corporations:

  • Original Certificate of Registration of the Electronic Registry of Corporations and Entities located at the State Department of the Government of Puerto Rico. The document issuance must have been within one (1) year, and it must be presented annually, at its renewal.
  • Corporate resolution authorizing your representative to sign the service contract for electric service. It must be on official paper, have a signature and seal.

Foreign Limited Liability Corporations:

  • Original Certificate of Registration on the Electronic Corporate and Entities Register at the State Department of the Government of Puerto Rico. The document must have less than one (1) year since its issuance and the document must be presented annually at the time of its renewal.
  • A Copy Certificate of Registration of the Department of State from the state in which the company was constituted or document issued by the country's United States Ambassador or Consul, and if authorized, according to the laws of the country of origin.
  • Corporate resolution authorizing your representative to sign the service contract for electric power service. It must be on official paper, have a signature and seal.

Special Commercial Companies:

  • Copy of the company’s deed signed by all the partners where the terms and conditions under which it will operate, the identity of the partners and when these will have the power to perform administrative acts and sign contracts on behalf of the society.
  • Certification of registration in the Electronic Registry of Corporations and Entities located in the State Department of the Government of Puerto Rico.
  • Compensation Agreement and Continuous and Unlimited Warranty. If the client requests it, he will be exempt from this requirement only if there is an excellent payment record and submit a Bond or Letter Credit issued by an insurance company acceptable to the PREPA for an amount sufficient to guarantee the payment of its obligations with this.
  • An official document that authorizes the company's officer who will formalize the contract. If the manager is the managing partner, as stated in the constitutional document of it and it is satisfactorily identified, this document is not required.

Limited Liability Companies:

  • Original Certificate of Existence, or Certificate of Incorporation, or Certificate of Effectiveness
  • Corporate (Good standing) or Authorization to Do Business in Puerto Rico (if the company is foreign). The document must be less than one year from the date of issue.
  • Certification of registration in the Electronic Registry of Corporations and Entities located in the State Department of the Government of Puerto Rico.
  • An official document that authorizes the official who will formalize the contract.
  • If the manager is the managing partner, as stated in the constitutional document of it and it is satisfactorily identified, this document is not required.

Entities with Legal Personality Granted Through Special Legislation:

Examples of these entities are College of Engineers, Association of Certified Public Accountants, Associations, Organizations, Trusts, Public Servants United of PR (Bona fide organization) certified by the Department of Labor and Human Resources), Council of Owners of a Condominium (formerly known as the Owners Association) and others

  • A copy of the legal document that created the entity as one with its legal personality. It is not necessary in cases where other services have already been provided on behalf of the legal entity, or the legal disposition under which it is organized is known.
  • Copy of the Board of Directors' Resolution or entity's President authorizing a person to contract the electric service.

In the case of the Council of Owners of a Condominium (the organization to which it is granted legal personality through the Horizontal Property Law):

  • Copy of Minutes of the Meeting in which the Board of Directors was constituted.
  • Document of the Board or Council of Owners that authorizes the representative of the Condominium to sign the electric power service contract.

Controlled Access Projects:

  • Certification authorizing you to sign the Release of Liability
  • General Liability Release

Location:

  • If it is the first time electric service is installed, you must present Original Use Permit.
  • Electrical Certification, if it is the first time, or if the property takes more than a year without service or if changes were made to the electrical system.
  • Lease Contract, Purchase Contract or Deed.
  • Meter Number if you have Meter or number of the Locality in which you will hire the service.

Bond:

  • This is determined according to the initial load census of the Electrical Certification.

No, PREPA requires every client to provide proof of the client's Social Security number. Without a Social Security number, there will be no service!

No, a Passport establishes citizenship, identity, and nationality. Every adult person who possesses a US Passport is a citizen or National and therefore has a Social Security number that is unique to every person, and that is the one used to verify identity. However, any client can present the Passport or Passport Card, both valid, as an identification to establish identity and nationality.

Obtaining an electric service involves having the ability to contract. In Puerto Rico

The age of majority is at 21 years old, and therefore that is the minimum age required to request service.

If your account was active after 2012, it is not necessary to open an account. Your account already exists, and it would only be enough to request service, and it will be reactivated. If the account was not active

After 2012 a new account may have to be created.

A Deposit is determined and indicated the sum of money used to guarantee the payment of the electric consumption, rents and other debts, as well as to secure the return of the meter and any other equipment PREPA installed to provide the service in satisfactory condition.

The General Terms and Conditions for the Supply of Electric Power empowers PREPA to require or increase the amount of the deposit to those customers whose service is suspended for lack of payment or whose record demonstrates two or more bills with arrears during the preceding twelve months.

Every account must have a Deposit. The Deposit is to guarantee the balance of the account. Different residences may require a Deposit much higher than the one you have at the moment. In cases determined by PREPA, based on the payment history and the difference between the current and new required Deposit, a new Deposit which will be the difference between the present and the needed Deposit.

You may claim your Deposit once you have received the Final bill with a credit balance in your favor. At that time you can stop by our Offices or call our Center of Customer Services at (787) 521-3434 to request the start of the refund process of your deposit that will arrive by check by mail.

Yes, you can have all the electric services you want in any assets registered under your name.

If you move from one place to another, you can disconnect a residence and connect the service in the other as you can also leave both connected.

To be able to move to any property you have to prove ownership, which is the deed or that you have a rental or lease agreement for the property where you are applying for service. Also, the property will have to have a valid use permit; the residential properties usually have a Permit for Permanent Use. You will need the meter number or the address of the property. Once you have all the necessary documents, you can proceed to request service for electrical service.


Solar and Wind Energy


It is an inexhaustible source of renewable energy that through a system of photovoltaic panels and an inverter is solar energy converted into electric power.

  1. Photovoltaic solar panels produce direct current when sunlight hits against the cells of the solar panel. Electricity in the form of direct current goes from the solar panels to the inverter, which transforms electrical energy into alternating current. The alternating current then helps to feed homes and businesses electrical needs.
  2. On cloudy days, at night and when it rains the Photovoltaic System does not produce electricity and therefore it must be supported by PREPA's system or by a battery array. It is important to mention that if the Photovoltaic System has no battery array or is not connected to PREPA's distribution system, it will not produce any electricity because it has no reference voltage.

Wind energy is the energy obtained from the wind, that is, the kinetic energy generated by the effect of air currents and that is converted into other useful forms of energy for human activities.

The wind is used to move large blades connected to electric generators that create direct current, and then inverter converts that energy into alternating electricity. When there is no wind, there is no electricity production.

The connection of a generation system belonging to one of our customers into PREPA's distribution or transmission systems.

It is the process used to measure and credit the energy generated with renewable energy sources and exported by the client to PREPA's distribution or transmission systems.

Energy sources that are replenished naturally in a relatively short period. These include solar, wind, hydro and biomass, among others.

By using renewable sources of energy, you save energy and money. Every year, on June 30th, if you have the Net Metering Program, it will be netted. If you have an excess in your account 75% of the excess kilowatt hour (kWh) produced and not consumed will be paid at the predetermined rate of $ 0.10 per kWh.

The law that establishes the Net Metering Program specifies that 25% of the excess of the kWh produced they will be credited the Department of Education Electrical Accounts. Service Agreements that are only covered by the Interconnection program do not receive this credit.


Breakdowns and Repairs


Voltage fluctuations occur under any weather condition. It may well be a sunny day, rainy, windy or without winds. These fluctuations occur because:

  • A component of the electrical system in your area is damaged.
  • For lack of tree trimming around the electricity lines.
  • Lightning.
  • Wildlife that may interfere with our electrical system.

Yes, that is why it is important to notify them as soon as possible.

Voltage fluctuations can damage any electrical equipment of your residence. For this reason, it is recommended that all sensitive equipment have a UPS (Uninterruptible Power Supply) or a Power Strip to protect them.

As soon as it happens, you should call the Customer Service Center at (787) 521-3434.

Voltage Shocks occur momentarily, and then the voltage is restored. These can happen for multiple reasons, but technically it is a 60% low voltage in a sixth (1/6) second. These occur for various technical, natural or incidental reasons.

Low voltage occurs when a phase or neutral is opened. When this happens immediately turn off your appliances and call (787) 521-3434 to report the situation.

Yes, the low voltage causes the electric motors to overheat and burn. Besides, it shortens life to household appliances and burns light bulbs.

Electrical Drops can also damage the electrical equipment of your residence. For that reason, it is recommended that all sensitive equipment have a UPS (Uninterruptible Power Supply) or a Power Strip to protect them.

A Planned Service Interruption is a scheduled interruption to service the industrial or high voltage sector for maintenance or repair purposes. Planned Service Interruptions entails momentarily leaving an area without service, for a short time.

You may visit any PREPA’s Commercial Office and request an orientation about how to claim the damages to PREPA.


Public and Private Lighting and Repairs


It is like a streetlight but for private premises that the PREPA offers to its clients for a reasonable monthly fixed price that varies with the intensity of the bulb.

These lights may be requested at any of PREPA’s Commercial Offices.

It is a streetlight that illuminates public roads, streets, and sidewalks.

All Public Lighting are requested through the Alcaldía (Town Hall) of your Municipality that, if necessary, authorizes the installation of these lights.

Both can be reported to the Customer Service Center at (787) 521-3434 or at any Commercial Office.


Rates and Subsidies


Yes, Law 22 of April 7, 2016, establishes the following:

Article 2.1- Falseness in Requests

“Any person, natural or legal, who submit false information to obtain any of the credits, special rates, subsidies and subsidies for the service of electric power or water service and sanitary sewer service that is granted in accordance with this Law, or accordance with any other law or regulation present or future, may be prosecuted for the crimes of fraud, perjury, and filing of documents or false information, as defined by the Penal Code of Puerto Rico, or by any other applicable offense typified by special legislation.”

Article 2.2 - Obligation to Update Information and to Notify the Cease of Eligibility

“Any customer who receives any of the credits, special rates, subsidies or subsidies for electric power service or water service and sanitary sewer service granted pursuant to this Law, or in accordance with any other present or future law or regulation, shall be obliged to notify the PREPA or the AAA, as the case may be if there has been any change in the information or profile by virtue of which the credit, special rate, subsidy or if your eligibility has ceased to receive such credit, special rate, subsidy. The client will have a term of thirty (30) days after there has been a change in the information or profile or since your eligibility ceases to notify the PREPA or the AAA, according to the case. The notification may be by telephone, personally in the commercial office, by letter or through the Internet website of the public corporation.

Any client who fails to notify that the eligibility has ceased within the term herein provided and that continue enjoying the benefit may be prosecuted for the crimes of fraud and perjury according to criminalized by the Puerto Rico Penal Code, or by any other applicable criminal offense through special legislation.”

Article 2.3. - Loss of Credit Benefit, Subsidy

“All credit, special rate, subsidy for electric power or the service of water and sanitary sewer will be revoked if the client fails to comply with its obligation of payment of services for a term of two (2) consecutive months, unless you have objected corresponding bills under Law 57-2014, as amended, in the case of the PREPA, and of Act No. 33 of June 27, 1985, as amended, known as the "Law to Establish Minimum Procedural Requirements for the Suspension of Essential Public Services "in the case of the AAA, or I will not comply with any of the other requirements established by law or regulation. Once a credit has been revoked, special rate, subsidy or subsidy for lack of payment, the client will not be able to receive the benefit again. This paragraph will not apply to the subsidies established through Subchapter D of this Law.

In those cases in which the Puerto Rico Electric Power Authority, the Puerto Rico Aqueduct and Sewers Authority, the Energy Commission of Puerto Rico or the General Court of Justice determine that the client, whether a natural or legal person, has incurred the crimes of interference with counters or sabotage of essential services, said client would lose any credit benefit, special rate, subsidy or subsidy for the services of electricity, water and/or sanitary sewer service. Also, said person, natural or legal, will be permanently ineligible to receive any future benefit of credit, special rate, subsidy or subsidy for electric power services, of water and sanitary sewer service.

Any credit, special rate, subsidy or subsidy for services will also be revoked of electricity or water and sanitary sewage when the General Court of Justice determines that the client, whether a natural or legal person, has incurred the perjury, falsification, or archiving of false documents or data, concerning the documents used to obtain credit, special rate, subsidy or subsidy for electricity, water, and sanitary sewer services.

Also, said person, natural or legal, will be permanently ineligible to receive any future benefit of credit, special rate, subsidy or subsidy for electricity, water, and sanitary sewer service.”

This rate is for people who belong to the Nutritional Assistance Program or PAN. To have this Subsidized Residential Rate the person will have to present their PAN letter where show that you are a beneficiary of the PAN and also have to have the electric service account in his name. Each time you renew the PAN, you will have to present the new PAN letter. From what otherwise it will lose the subsidy at the date of renewal.

The rate for senior citizens is the rate that is available for people over 62 years of age by just presenting a valid ID, Passport, Birth Certificate, Baptismal Certificate among others.

Any client with the Account on his name that is incapacitated by Social Security, when presenting a Social Security letter that certifies the client as Disabled can enjoy this subsidized rate Incapacitated teachers or police do not qualify for this subsidy.

The Student Rate is available to all full-time university students (12 credits per semester or 9 credits per quarter) who stays to study. If the student is under 21 years old, the electrical service account must be in the name of an older person of 21 years and is included in the account as a financially responsible individual.

Law 152 provides a credit for consumption of the equipment necessary to preserve the lives of people sick. The credit is 50% of the electrical consumption of the equipment that an authorized health professional practitioner in Puerto Rico or that the Regional Medical Director of the Department of Health determines. If the client presents a Letter from the Department of the family indicating that it is below the poverty levels, the consumption credit of authorized equipment is 100%.

To request this benefit, you must go to a PREPA Commercial Office to obtain the necessary information and documents.

It is a component of PREPA's Basic Rates. Through this clause, PREPA equitably distributes the cost of buying fuel and purchasing energy used in the generation of electricity and that is part of the Basic Rate.

PREPA uses different types of fuel to generate the electricity that serves its customers. This fuel is bought at the prices that the market dictates according to the conditions at the time of purchase. The cost of the fuel is computed in a formula that indicates the cost of fuel for each kilowatt-hour produced, which in turn are distributed equitably to customers multiplying that amount by the kilowatt-hours that the customer consumed during the billing period.

In Puerto Rico, PREPA also purchases electricity from a series of electricity producers. They produce electricity by using different fuel sources including renewable ones. Their production is purchase at a price lower than the cost of electricity produced by PREPA. Then it is equally distributed among our customers according to their consumption in kWh.


Consumption Irregularities


Any use of electric power distributed by PREPA that is used without a measurement or manipulating the meter or lines to circumvent the measurement of electricity consumed is considered theft of electricity and improper use of the service.

PREPA through its ICEE Unit (Electric Energy Consumption Investigating Unit) proceeds to investigate and, if there are findings of misuse, proceeds to correct the irregularity. It also makes the computations of illegally consumed energy to recover the costs lost, not accounting for the expenses of the investigation and repair. You are also charged a fine determined and refers the case to the Department of Justice for possible criminal prosecution.

Safety, Hurricanes and Other Important Items

Citizen safety and high voltage areas are necessary for our daily living, but when it comes to the components of the electrical system, such as substations, lines, and transformer boxes, we must act with precaution. DO NOT APPROACH.

It is important that both you and your family are aware of the dangers of approaching or play in high voltage areas. To report lines on the ground, open or damaged boxes call 787-521-3434. Safety information for your wellbeing.

Always verify the existence of the electrical lines before starting work or play, whether they are aerial, underground or inside walls, ceilings or any structure.

Basic tips regarding electricity that we should all know.

  • Never play in or near the transformer boxes (gray or green). If you see an open and damaged, tell your parents to report it to 787-521-3434.
  • Children can see the transformer boxes as a gaming device and not understand the dangers transformers represent; they are not designed to play, climb or touch. These boxes are generally safe, but they can be potentially dangerous if they are damaged, like when they are vandalized or broken with gardening equipment.
  • Warn your children that they should not put their fingers, sticks or other objects through the cracks or holes of a transformer. Teach your child about the electrical hazard stickers that are found in the boxes. Children should never play in areas where they see these hazard stickers.
  • Dropped electric lines or on the ground are dangerous; always assume that these lines are energized and stay away. If you or your child encounter a downed line at your fingertips or on the ground, call immediately at 787-521-4696.
  • Never enter an electrical substation. The electrical substations have high voltage electrical equipment; just raising your hands inside a substation could be enough to cause an arc or bow and electrocute a person. Never try to rescue a pet, animal, ball or any toy in these areas.
  • Stay away from power lines, transformer boxes, substations, and electric cables.

Did you know that in many places in Puerto Rico there are power lines, potable water pipes, communication wiring, Gas Propane lines, and other utilities underground even within what you may call your property?

Did you know that about 200,000 underground lines in the US and PR are destroyed annually by people that are uninformed of their existence and location of these buried utilities and lines. You should call 811 Center for the Coordination of Excavations and Demolitions of Puerto Rico.

It is important that to avoid accidents and deaths before excavating or demolition should call the Excavation Center to get their bearings and request the form Notice of Excavation or Demolition. Follow the instructions of the entire process.

The pruning of trees and vines that are in contact with or close to power lines might be necessary but doing so constitute a potential danger of death. For this reason, PREPA has specialized and trained personnel with the necessary equipment to carry out these tasks. If you need to trim a tree that is in contact or very close (10 feet or less) to the power lines, do not do it yourself or hire any non-certified person. Call us at (787) 521-3434, visit the Commercial Office to place Tree Trimming Order.

Whenever you go to work or play, remember that there are many overhead power lines. All those lines are energized and can kill!

It is not necessary to have direct contact with a power line to have an accident. Just entering the induction area (minimum of 10 feet) can be enough to form an arc or bow and electrocute a person.

Therefore it is essential to stay away from power lines!

Every electrical line found on the floor should always be considered as energized.

Do not go within 10 feet of a downed line, call 911, the Police or the Municipal Emergency Management Office so that they can communicate with PREPA and report it as an emergency.

This situation could be dangerous because it could cause fires and personal losses.

Do not go near a fallen post or sparking transformer, call 911, the Police or the Management Office of Municipal Emergencies so that they can communicate with the PREPA and report it as an emergency.

Generally, ladders and electricity are not compatible. To work with circuits or in proximity to them, you should only use Fiberglass Ladders.

The Hurricane Season begins on June 1 and ends on November 30 of each year. PREPA is here to serve the customer at all times. We are prepared to respond efficiently, in case of emergencies that interrupt the electricity, to restore the service. Our priority is always to provide the best service, one that includes security, tranquility, and comfort. As part of this commitment, we offer these recommendations that will help you protect your life and property your family during the hurricane season.

Hurricane Readiness:

  • Make sure you have enough candles, flashlights, batteries and a radio.
  • Get a gas stove to be able to cook without electricity.
  • Check your safety box (breaker box or "breakers") and become familiar with it, so you know how to disconnect the electricity service if and when necessary.
  • Maintain an adequate reserve of drinking water. An average of one gallon of water per person, per day, is recommended. Make your calculations according to the forecasts, the magnitude and the expected emergency duration of the hurricane (Usually ten (10) days).
  • Buy non-perishable groceries. For example powdered milk, canned food, cookies, among others.
  • Take all necessary measures in case that the electric service is out for several days. For example, determine how you are going to store medicines that need refrigeration, get battery fans, portable coolers, and any other item that you might consider useful.
  • Notify in advance if there are trees in your residence whose branches do contact the power line and request a tree trimming service if required. You can request this service through our online form in https://www.aeepr.com or through the Twitter account @aeeonline.
  • Inspect the surroundings of your residence and remove objects that may become projectiles. Secure your liquefied gas tanks.

During the hurricane:

  • When the winds become hurricane intensity, disconnect all electrical appliances (radio, television, fans, and any other item that you might consider useful.) and set the switches of the light and all the household goods in the off position ("Off").
  • If you have a generator or power plant, do not connect it without first turning off the main switch of the house that connects the house electrical system to PREPA. By doing so, you will prevent the lines from being energized, which represents a mortal risk for PREPA workers who repair them.
  • Think about the lives of the people who are working to restore the electricity service.

After the hurricane

  • Report any fault with cables and poles to PREPA through the numbers:

    (787) 521-3434 (metro)
    1 (800) 981-2134 (island)
    787-521-3050 (audio impaired)

  • Under no circumstances touch any wet electrical equipment or step on a damp surface.
  • Do not touch downed power cords. Do not climb on the roof to remove fallen branches or cables on your own. Inform PREPA.
  • As soon as your area's electric service has been restored, disconnect your emergency generator and reconnect your home service by placing the switches ("On"). Make sure that the installation has not been damaged.
  • If you notice any abnormality in the operation of your equipment, call an expert electrician.
  • Do not try to do electrical repairs yourself.
  • If your home recieves damages, do not try to operate any electrical equipment. Call to a Licensed Electrician.
  • Keep calm and follow the recommendations that are issued through the Agency for Emergency & Dissater Management (AMED).

During the hurricane season, many people acquire a generator as a backup system to compensate for the interruptions of the electric service that can cause an atmospheric disturbance.

Law 83 of September 1, 1990, establishes that the connection and disconnection of a generator of electricity must be performed by a Licensed Electrician or a Licensed Electrical engineer.

What should be done before connecting a generator?

  • Place the main switch that connects the residence with PREPA’s Distribution System in the “OFF” mode.
  • Put the electrical generator at least 3 feet away from any building or electrical equipment that will be working.
  • Install the generator on a flat surface to avoid possible fuel spills.
  • Remember that gasoline is highly flammable.
  • Install and connect the ground rod to the generator box or point that indicates the manual to avoid electrical contact.
  • Use electric extensions that are in good condition. Avoid using cables with broken insulation or exposed connections.
  • Never operate an electric generator in an enclosed space, since it emits carbon monoxide which is lethal to humans and as a minimum harmful to your health.

By following these tips, you will avoid accidents that might harm you and your family. You will also prevent the risk of death and improve the safety of linemen working to restore service during an emergency.

During the hurricane season, PREPA clients can notify any situation or stay informed through the Twitter account @aeeonline, from the web https://www.prepa.com or at the Customer Service Center 787-521-3434.