Frequently Asked Questions


Since June 1, 2021, LUMA has made real, significant and lasting progress toward building a better electric system for Puerto Rico, helping to make the next phase of progress possible. To date, LUMA has:

  • Installed over 3,500 automated distribution devices. 
  • Cleared vegetation from over 3,900 miles of T&D powerlines. 
  • Replaced over 10,400 damaged poles. 
  • Installed over 90,000 streetlights. 
  • Connected more than 84,000 customers to rooftop solar panels.
  • Submitted 383 FEMA projects.
  • Supported more than $133 million in critical financial assistance for customers to pay their bills. 

Within 24 months, customers will experience fewer than half the number of interruptions than they had before LUMA took over as grid operator. In five years, they will experience less than one-quarter of those interruptions, and even have comparable reliability to some utilities on the mainland.

We won’t be satisfied until all Puerto Ricans experience the same level of reliability as communities across the rest of the United States. We know there is more work left to do, but we’re committed to our partnerships with local and federal stakeholders to make it happen.

Based on feedback from customers and community leaders, LUMA is prioritizing:

  • Accelerating improvement projects to help build a stronger, more reliable grid;
  • Improving our ability to communicate directly with our customers; and
  • Coordinating more closely with municipalities about the work that is being done.

No one has done more to accelerate the clean energy transformation in Puerto Rico than LUMA, including connecting more than 84,000 customers to rooftop solar, with over 538 megawatts of renewable electricity to the grid. LUMA has connected 4,500 customers to solar energy on a monthly basis. This is something never seen before in Puerto Rico and placed the island fifth in the nation in solar energy per capita. 

Building a better energy future work plan

LUMA announced an island-wide “Building a Better Energy Future” work plan that includes specific actions to reduce service interruptions:

  • Installing over 5,000 grid automation devices to critical infrastructure by July 2024.
  • Clearing vegetation from over 16,000 miles of powerlines over the next three years.
  • Repairing and replacing 100,000 utility poles across the island over the next five years.
  • Executing modernization upgrades at 50 substations over the next two years.
  • Installing over 1.5 million next-generation Smart Meters over the next three years.

For a list of key actions included in our work plan, click here.

As part of our “Building a Better Energy Future” 12-month work plan announced in September, we announced a series of customer support initiatives to improve service:

  • Recently launching a new Planned Upgrades Web Portal to provide customers with advance notice on temporary safety outages due to planned improvement projects.
  • Providing more transparent and timely updates through a rollout of personal customer service SMS text alerts for unplanned outage reports by January 2024.
  • Promoting more ways to pay bills and access financial support by November 2023, as a continuation of LUMA’s “We’re Here to Help,” public awareness initiative.
  • Launching new energy savings programs by November 2023 to provide more information and resources to help customers control energy usage and lower monthly energy bills.

For a list of key actions included in our work plan, click here.

Emergency Preparation

Preparing for emergencies, like hurricanes, is a year-round priority for LUMA. Every year, LUMA files a rigorous Emergency Response Plan (ERP) with the Government of Puerto Rico and the PREB. The ERP follows industry best practices for emergency response and preparedness and uses the National Incident Management System (NIMS) as established by the Federal Emergency Management Agency (FEMA). In addition, we have resources prepared and ready to respond, including:

  • 1,400+ field workers, from line workers to substation technicians, who are trained and available to respond to emergencies,
  • 1,800+ fleet units fueled and ready to deploy for emergency response,
  • More than $378 million worth of on-hand inventory of transmission and distribution materials to quickly make repairs, and
  • 39,300+ hours of FEMA emergency training completed by 4,000+ LUMA team members.

These preparedness efforts are in addition to the work LUMA is doing every day to strengthen the grid and improve reliability for our customers.


LUMA has over 4,500 employees, including 1,400+ field workers and 1,100+ lineworkers. We are proud that our utility field workers are trained to the highest industry standards through LUMA College for Technical Training, including 7,000 hours of training and 2,000 hours of on-the-job experience. This high standard is required in a modern utility, and we believe that Puerto Rico deserves nothing less.

LUMA is committed to building the next-generation energy workforce. As the first US Department of Labor certified lineworker apprenticeship program in Puerto Rico, LUMA College is developing the talent critically needed to transform the electric grid. To date, we have:

  • Hired more than 100 new engineering and project management graduates;
  • Trained 149 apprentices in our lineworker and substation programs, nine of whom are women;
  • Trained more than 236 employees in upskilling programs through LUMA College;
  • Hired 70 interns from different universities across Puerto Rico;
  • Signed a memorandum of understanding (MOU) with four Puerto Rican universities and the Puerto Rico Department of Education to support the recruitment, education, and training of local talent; and
  • Started working with stakeholders in Puerto Rico and across the United States to deploy a Center of Excellence to cultivate the best ideas to help build a clean and resilient energy future.

In addition, LUMA provides extensive onboard training to new employees in customer-facing roles, and we’ve connected employees with best-in-class utilities for peer learning opportunities through Utility Council memberships.

Our goal is to build a local workforce that will help transform all aspects of Puerto Rico’s energy future.

Fuel Cost Adjustment/Generation-Related Rate Increases

To be clear, LUMA has never requested an increase in customer rates since it took over as operator of Puerto Rico’s electric transmission and distribution system. The recent rate increases set by the PREB are related to the increase in global fuel prices, which LUMA does not control or profit from. Here are a few facts:

  • LUMA does not generate electricity nor determine the impact that fuel costs have on rates. 
  • LUMA is solely responsible for calculating fuel costs based on the information provided by GeneraPR and other private generators on a quarterly basis and does not financially benefit from any change in generation fuel costs. 
  • LUMA has no control over the cost of fuel used for generation and does not determine electric rates – the Puerto Rico Energy Bureau (PREB) determines the rates customers pay for electricity.
  • LUMA does not benefit financially from any change in rates due to increased generation fuel costs.
  • The majority of Puerto Rico’s electric bills have nothing to do with LUMA; LUMA’s operation of the transmission and distribution system represents approximately 15% of the current bill.

While LUMA is not responsible for rising generation fuel costs, we are determined to help our customers. Customers who are interested in learning more about payment plans or current government assistance programs can visit, call LUMA directly at 1-844-888-LUMA (5862) or visit any of LUMA’s 25 Customer Service Centers across the island.

Service and Generation Capacity

When the demand for electricity exceeds available supply levels, LUMA, as the system operator and in compliance with its responsibilities under the T&D OMA, implements load shedding to stabilize the electric system and prevent larger and longer outages. LUMA does not operate electricity and can only operate the system with the electricity that is provided by GeneraPR, PREPA and other island generators.

When generation is insufficient LUMA will work to avoid affecting critical customers when load shedding occurs, including public health facilities like hospitals and other essential services like water pumping stations (e.g., PRASA facilities), police stations, and fire stations.

Puerto Rico suffers from an inadequate supply of energy resources. There is simply not enough reliable generation capacity to meet demand and LUMA can only distribute the electricity produced by GeneraPR and other generators. While LUMA is not responsible for generation, and does not generate electricity, we are committed to doing everything we can to improve our customers’ electric service and address Puerto Rico’s long-standing generation capacity issues, for example:

  • In 2022, LUMA conducted the first-of-its kind, island-wide scientific study which highlighted Puerto Rico’s long-standing generation capacity issues and proposed solutions.
  • Working with key stakeholders, LUMA advocated for a temporary generation solution to reduce the impacts to customers in the short-term while permanent solutions were found.

In less than a year, this effort led to the first FEMA-funded, land-based electricity generator coming to Puerto Rico.

We work closely with all generators to provide any assistance we can to help reduce the scope and impact of generation-related load shed events and communicate with our customers. LUMA also provides real-time information for customers on our website and updates on our social media pages to indicate when rotating outages may occur due to load shedding and to encourage energy conservation to reduce risk.

In addition, LUMA provides an array of public tools to keep customers informed every day, including:

  • A System Overview page which shows real-time data on available generation, as well as estimates of current and forecasted energy and generation reserves, and
  • A Load Shed map for information and updates on impacted areas.

We also strongly encourage customers to conserve energy to help reduce energy demand when generation does not meet demand to help mitigate temporary outages and improve reliability for all. For energy-saving tips, visit:

Streetlights and Rights-Of-Ways

LUMA is not responsible for replacing and repairing all streetlights across Puerto Rico. Some streetlights, as well as all traffic lights, are the responsibility of the Department of Transportation or are owned by private parties who are responsible for their maintenance. For the lights that are LUMA’s responsibility, LUMA continues to make progress on our $1 billion Community Streetlight Initiative, a FEMA-funded program that will repair and replace streetlights throughout Puerto Rico to improve public safety and energy efficiency.

As part of this program, we’ve replaced more than 90,000 streetlights to date as part of our plan to install a total of over 300,000 streetlights across all 78 municipalities over the next three years to continue making communities safer, more accessible, and more energy efficient and environmentally friendly.

A right-of-way is the strip of land on either side of transmission and distribution powerlines that is restricted for other uses and must be kept clear in order to ensure public and worker safety, and enable maintenance and operations. Maintaining a safe clearance around electric infrastructure is important for public safety, a global industry standard, and a legal requirement.


To ensure public safety, the safety zones under powerlines and poles must be clear of structures that may prevent access or endanger our crews or members of the community. If our crews identify an unsafe, unlawful structure or dangerous condition in a safety zone, we will work with the property owner to address the hazard, maintain system reliability and protect public safety.

Voltage Fluctuations and Other Service Issues

All of us at LUMA share our customers’ frustration over the instability of Puerto Rico’s electric system that suffered from years of neglect and the continued insufficiency of generation energy that contributes to ongoing voltage fluctuations that impact our customers.


All electric systems, even the most advanced in the world, are subject to potential changes in power quality that can result in damage to electrical devices that are not protected from voltage surges. As is standard industry practice, LUMA encourages all our customers to learn about the simple steps, such as using surge protectors, that will help protect their electric devices and equipment. Learn more:

The over 4,500 men and women of LUMA are determined to rebuild the energy system to help reduce the potential for voltage fluctuations. As part of this commitment, our trained and experienced LUMA team members are available to anyone with questions or concerns about voltage issues at their home. We encourage any customer who wants to learn more to please visit a customer service center, go to or call us at 1-844-888-5862 (LUMA).

To submit a claim to LUMA, we encourage our customers to visit one of our 25 customer service centers located across Puerto Rico.