We hope this web site will provide much of the information you are looking for. These are some of the questions, and links to the answers, that are most frequently asked of our customer service staff.
If you need more information, the Contact page lists Emergency and Commercial Office telephone numbers, our mailing address, and our email address.
Information about Your Bill
 What factors affect my electricity costs?
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.
What billing terms are important for me to understand?
The About Your Bill section of this web site explains fully each of the terms on your bill.
What is the fuel surcharge cost adjustment factor?
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 bill is made up of two charges: the fuel surcharge cost adjustment factor and the charge for usage.
How do I read my meter?
The About Your Meter section of this web site explains how to read both digital and dial type meters.
How can I pay my bill?
LUCELEC is a commercial organisation and therefore, like other business enterprises, we rely upon prompt payment of electricity bills by you our customers, in order that we 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, 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 those 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 cash or cheque at our Administration office in Castries and also at some local banks and credit co-operatives island-wide.
Payment Locations
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 administration office in Castries
- Barclays Bank Plc - Castries, Vieux Fort and Soufriere - ATM payment service is available
- National Commercial Bank - SCS-24 service and ATM
- St. Lucia Co-operative Bank - Castries, Vieux Fort, G.F.L. Charles Airport, J.Q. Charles Mall at Rodney Bay
- Choiseul Co-operative Credit Union
- Laborie Co-operative Credit Union
- Mon Repos Co-operative Credit Union
- St. Lucia Civil Service Credit Union Ltd. - Jeremie Street, Castries
- Ivan Gaspard - sub-collector's office in Dennery
What May Happen If You Do Not Pay By The Due Date..
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
More Useful Information
How can I keep my electricity costs down?
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.
How do I report a power outage?
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
Soufriere: (758) 459-7234
What should I consider when buying an appliance?
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.
How do I arrange a new connection?
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 Communications, Works and Transport and Public Utilities, who will issue an Inspector's Certificate of Approval if everything is in order.
- An application for supply can then be completed at the Administration Office of LUCELEC in Castries or Vieux Fort. The Inspector's Certificate of Approval must be presented at the time of application. Please provide some form of identification when completing your application - Passport, ID Card and Drivers License are all acceptable.
- A Lucelec employee will visit your premises to determine what is needed to make the connection, usually within five days of your application.
- If your premises are within one hundred feet of the nearest supply pole you will be asked to pay a deposit before connection can be made - this deposit is refundable and earns interest.
- If your premises are more than one hundred feet from the nearest supply pole, the existing line may need to be extended. The cost of this will be calculated and you may be asked to pay this cost - in addition to your deposit.
- Once the above formalities have been completed including any extension required, a Lucelec crew will be dispatched to make the connection usually within five days of payment of your deposit.
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 either 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.
Will a security deposit be required for a new connection?
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.
Under what circumstances will my electricity supply be disconnected?
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, identification is required
- 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
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