Frequently Asked Questions
- My appliance was damaged by a power fluctuation. How do I file a claim?
- Does LUCELEC offer Summer Employment for students and if so, how should I apply?
- How can I purchase LUCELEC shares?
- What should I do about my electricity bill and connection if I’m changing my place of residence?
- What arrangements can I make to get my bills and have them paid if I’m going to be off island for a while?
- How do I get my account balance if I’m out of state?
- How do I arrange a new connection?
- Will a security deposit be required for a new connection?
- What billing terms are important for me to understand?
- What is the fuel surcharge cost adjustment factor?
- Why does the fuel surcharge change every month?
- How do I read my meter?
- How can I pay my bill?
- What May Happen If You Do Not Pay By The Due Date?
- Under what circumstances will my electricity supply be disconnected?
- What factors affect my electricity costs?
- How can I keep my electricity costs down?
- What should I consider when buying an appliance?
- How do I report a power outage?
You must report your claim to the Customer Services Department at any of our Administrative Offices at Sans Souci, Rodney Bay, Vieux-Fort and Soufriere.
Yes, LUCELEC offers Summer Employment to students. To apply, one simply has to send in an application with details of their education and current area of study. If your application is successful you will be contacted by someone from the Human Resources Department.
LUCELEC shares can be purchased through licensed brokers, Bank of Saint Lucia and Financial Consultancy and Investment Services (FICS). LUCELEC is not a licensed broker.
You can disconnect your service after ensuring all outstanding bills are paid. If you are a tenant, the account will revert back to your landlord.
Your bill will be mailed to your billing address per usual. No arrangements can be made for your bill to be sent to your off island address.
Customers can get their account balance by calling our Account Enquiry service at 457-4433 and following the telephone prompts, or the LUCELEC switchboard at 457-4400. Have your account number ready. You may also sign up for our free MyAccount service which allows you online access to your electricity account where you can view your bill balance and a lot of other information about your account.
If you have recently built a house and wish to have electricity connected, there are several steps you must follow
- The house must be wired by an approved electrician and inspected by an inspector from the Electrical Department of the Ministry of Infrastructure, Port Services & Transportation. A Chief Electrical Inspectors Certificate of Approval will be issued by the Electrical Department if everything is in order.
- An application for supply can then be completed at the Administration Office of LUCELEC in Castries, Rodney Bay, Soufriere or Vieux Fort. The Inspector's Certificate of Approval must be presented at the time of application. All new connection applicants must present a valid National photo ID card. Saint Lucian Nationals are advised that passports are not the preferred kind of identification as LUCELEC needs to capture both picture identification and the applicant's NIC number. The National ID Card or new Drivers’ Permit satisfies this criterion. For Non-Saint Lucian residents, a valid passport along with an NIC card will be accepted. The customer can prove legal ownership with a Letter of Sale from the previous property owner along with a Land Register issued within 5 days. Customers must ensure that this Letter of Sale has the exact date of sale, along with a copy of the previous property owner’s ID card and signature. If the person requesting the new connection is renting from the property owner, LUCELEC makes readily available a Tenant Advice Form. This can also be used by commercial renters. The landlord/property owner must complete this form, sign it and attach a copy of his/her ID card.
- A security deposit must be paid at the time of application. The deposit will be retained by LUCELEC and accrue interest. The deposit and interest are refundable once the service is no longer required and all charges due are paid.
- If your premises are more than a hundred feet (100ft) from the nearest pole on the distribution system, the existing line may need to be extended. The cost of extending the distribution line will be estimated and you will be asked to pay this cost in addition to your deposit.
- Once the above formalities have been completed including any extension required, LUCELEC will seek to provide your electricity supply within 24 hours of payment.
- If you request an estimate, we will respond within two (2) days with an acknowledgement and a request for a scheduled site visit to evaluate your needs. We promise to provide you with a cost estimate for the scope of work identified during the site visit, within fifteen (15) working days from the time the request was received by our Planning Department.
Applications in respect of Commercial and Industrial premises will generally follow the same process. Since their energy usage is sometimes large enough to require the installation of a separate transformer, these applications should be made well in advance of the date the supply is required.
Please ensure that you carefully explain your needs to the Company representative when you request the supply. A domestic service cannot be used for commercial purposes and it is very important to advise whether you will be using equipment such as arc welders or air conditioning units.
You may not supply any other consumer from your home or office. This will lead to a disconnection of your service.
Sometimes an individual may wish to occupy the premises previously owned or occupied by another customer. The procedure for application is as follows:
- The customer must bring to any of our commercial offices, an old bill or the meter number of the existing account for identification purposes.
- An application form is completed as for a new connection.
- A security deposit is required at the time of application.
- If the electricity supply is disconnected at the time of application, then within five days of payment of the deposit, a LUCELEC crew will be dispatched to connect the electricity supply.
- An Inspector's Certificate of Approval is required for the reconnection of a service that has been disconnected for more than twelve (12) months, or where wiring changes have been made.
LUCELEC requests that a security deposit be paid before electricity supply can be provided. [Review animation of application steps here]
- The deposit normally does not exceed the charge for an estimated two months supply of electricity.
- Deposits earn interest at a rate to be determined from time to time by agreement between LUCELEC and the Government of St. Lucia
- Deposits are held to cover any outstanding bills if a person or organisation is unable to pay.
- A performance bond is also acceptable for large customers. They are usually valid for one (1) year and therefore must be renewed annually.
The price of fuel fluctuates widely, depending on conditions in the world market. LUCELEC has no control over the price of fuel. It has been established by legislation that increases or decreases in the price of fuel will be passed on to consumers in the form of the fuel surcharge cost adjustment factor, without being marked up by LUCELEC.
It fluctuates from month to month because this charge is dependent upon the price of crude oil on the international market. The price of fuel changes practically every day, thus directly affecting the fuel surcharge amount present on your bill each month.
The About Your Meter section of this web site explains how to read both digital and dial type meters.
LUCELEC is a commercial entity and like other businesses, we rely upon prompt payment by you our customers, so we can continue to provide an efficient and economic service. In providing excellent service, we will be courteous and responsible, and all we ask in return is that you pay on time.
As a consumer of electricity, you are responsible for paying for what you have used. Unfortunately, failure to pay can ultimately lead to the disconnection of your electricity supply. While this is not our preferred choice of action, we are sometimes forced to do this as a last resort. As customers, it is important for you to note that by paying your bills on time you help us reduce our costs and so everyone benefits.
Issue of Electricity Bills
An electricity bill is dispatched to each customer every month. This bill may either be based on your actual consumption, calculated using the meter reading obtained from your meter or alternatively, in cases where your meter may not be accessible, your bill may be an estimate of your average usage over the last six months. Payment of bills is due approximately thirty (30) days after the bill date for all types of customers.
Methods of Payment
Bills can be paid in full as soon as they are received. For customers who are not always able to make full monthly payments, the option of making part payments throughout the month as funds come to hand is also available. Advance payments are also welcomed, especially in cases where customers expect to be away around the time that payment becomes due.
Payments can be made by card, cash or cheque at our Administration office in Castries and also at some local banks and credit co-operatives island-wide.
For the convenience of our customers, we have made it possible for payment of bills at various business houses around the island. These are listed below:
LUCELEC's Administrative Offices
- John Compton Highway, Castries (closed temporarily until further notice)
- Providence Commercial Centre, Rodney Bay, Gros Islet
- Beanefield, Vieux Fort
- Sure Pay at Massy Stores outlets
- Any Branch of First Caribbean International Bank
- Any Branch of 1st National Bank
- Any Branch of Bank of St. Lucia
- St. Lucia Civil Service Credit Union Ltd. - Jeremie Street, Castries
- National Farmers Credit Union
- Dennery Community Credit Co-operative Society
- La Resource Co-operative Credit Union
- Laborie Co-operative Credit Union
- Mon Repos Co-operative Credit Union
- Micoud Co-operative Credit Union
- Choiseul Co-operative Credit Union
- Saltibus Co-operative Credit Union
- Online Banking available to customers to Bank of St. Lucia and Bank of Nova Scotia
Disconnection of Supply
The due date for payment of your current bill is indicated in the center portion of your bill. Your electricity supply may be cut off if:
You do not pay your monthly electricity bill on time
You do not keep a payment agreement and fail to communicate with us on the matter
A cheque paid in by you returns on account of insufficient funds.
NOTE: Should disconnection occur because your cheque was returned on account of insufficient funds, a cash settlement of the amounts due on your bill, plus a reconnection fee is required before your electricity supply can be restored.
Reconnection of supply
If we have disconnected you for arrears the following must be paid before we can restore your electricity supply:
The full amount outstanding
A reconnection fee of $22.00 for all customers
A security deposit where applicable
We will reconnect your electricity supply on the same working day that the required payments have been received.
Remember! We are here to serve you efficiently and economically, but we need your assistance - please pay on time
LUCELEC will withdraw service in a number of situations:
- At our customer's request. This may be done in writing or in person at our Commercial offices. Proper picture identification is required to process the request.
- For non-payment of bills over a period of time
- For unauthorized use of electricity through abstraction or diversion
- For the illegal tampering with meters, switches, fuses or other apparatus owned by the Company
- Upon instruction by the Chief Electrical Engineer of the Ministry of Communications, Works, Transport and Public Utilities
Three important factors affect your electricity costs. The first is the price of fuel. As you know, the price of fuel fluctuates widely, depending on conditions in the world market. LUCELEC has no control over the price of fuel. It has been established by legislation that increases or decreases in the price of fuel will be passed on to consumers in the form of the fuel surcharge cost adjustment factor, without being marked up by LUCELEC. Therefore, the amount of your monthly electricity bill is made up of two charges: the fuel surcharge cost adjustment factor and the charge for usage.
The second important factor affecting your electricity costs is LUCELEC'S operating costs. LUCELEC strives to operate as efficiently as possible at all levels and in all areas of the company. We deliver to our customers the very best possible balance between reliability and cost efficiency. Investments in new generating equipment have resulted in reduced fuel consumption and, in 1999, a breakdown free year. The Transmission and Distribution system has reduced line losses dramatically, again resulting in operating efficiencies. Alternate month meter reading has been another effective cost containment measure. These and many other operating efficiencies add up to significant cost savings for our customers.
The final important factor rests in your hands. By using electricity efficiently you can reduce your own costs. The Customer Tips section of this web site includes many suggestions as to how you can use your electric appliances more efficiently. Try putting a timer on your water heater. Make sure you don't leave the refrigerator door open. Use lower wattage light bulbs. Your Electricity Bill shows your usage for the previous four months. Try some of the energy saving Customer Tips and see if you can reduce your usage.
By using electricity efficiently you can reduce your costs. The Customer Tips section of this web site includes many suggestions as to how you can use your electric appliances more efficiently. Try putting a timer on your water heater. Make sure you don't leave the refrigerator door open. Use lower wattage light bulbs. Your Electricity Bill shows your usage for the previous four months. Try some of the energy saving Customer Tips and see if you can reduce your usage.
Buy correctly rated equipment. The domestic supply here is 240 volts, 50 Hz. single phase. Anything else is incorrect.
If you must buy 110-volt equipment, make sure it is supplied with a three-pin plug for use on earthed systems, and use the correct transformer. Never cut off the earth terminal.
LUCELEC operates a 24-hour Emergency Service. In the event of a power outage, please call:
Castries: (758) 452-2165
Vieux-Fort: (758) 454-6617