FAQ

Accounts & Billing

How do I set up a new account?

If you have never held an account with BELCO, you can apply for new service online. Please allow 1-3 business days to process your new service request. Please note that there is a $50 service charge for connection of service. There is no charge for landlords/homeowners. A $150 deposit is required by non-Bermudian residents. The deposit, plus accrued interest, will be applied to the final bill upon termination of service. For our Customer Experience contact details, click here.

I'm setting up a new business. How do I set up a business BELCO account?
You’ll need to set up a new account. A company representative from your company will need to come to our Customer Experience to fill out an account opening form. Photo identification may be required. Please note that there is a $50 service charge for connection of service. For our Customer Experience contact details, click here.
How can I pay my bill?
Easy! Just login to our My Account portal and click the Bills & Payments tab. You will need to use a Mastercard credit card.
I have a query about my bill. Who should I contact?
For any queries regarding your bill, please contact our Customer Experience. For our Customer Care Department contact details, click here.
What makes up my bill?
Your bill is made up of your kilowatt (kWh) usage, a Facilities Charge, the Fuel Adjustment rate (‘FAR’), Government Fuel Tax and the Regulatory Authority Fee. To learn more about what each of these are and how they make up your bill, click here.
I'm moving home. How do I move my BELCO account?
If you’re moving, and currently have an account in your name, we need a minimum of 24 hours’ notice to have the electricity serviced in your new residence. You shouldn’t need to come into the BELCO offices to transfer service provided that we have a completed application form and that your current account has a satisfactory credit rating. You can simply telephone into the BELCO Customer Experience and the new service information will be taken over the telephone. Please note that there is a $50.00 service charge for all customers who have their electric service transferred. For our Customer Experience contact details, click here.
My business is moving location. How do I maintain my BELCO service?
If you’re moving your business to a new location and currently have an account in the company’s name, BELCO requests a minimum of 24 hours’ notice to have the electricity serviced at the new location. If there is an existing account set up in the company’s name, there is no need to come into the BELCO offices to transfer service, provided that we have a completed application form and your business’ current account has a satisfactory credit rating. Your company representative can telephone the BELCO Customer Experience and the new service information will be taken over the phone. A company representative may be required to come in to BELCO, Serpentine Road, for an electric service switchover. Please note that there is a $50.00 service charge for all customers who have their electric service transferred. For our Customer Experience contact details, click here.
How do I close my account?
A BELCO account can only be closed by the account holder. The account holder will need to contact Customer Experience to request the date for account closure, noting that this will be the date the electricity service will be disconnected. Service disconnections require two business days�?? notice, excluding weekends, and public holidays. To contact our Customer Experience Team, click here.
How do I change my contact information?
If you wish to change a billing address or telephone number then you can call or email our Customer Experience or come in to visit us at BELCO Customer Care, Serpentine Road. For our Customer Experience contact details, click here.
How can I reduce my bill by using less energy?
There are many quick and simple ways you can reduce the energy you use in your home. For our favourite energy saving tips, click here.

BELCO Online Portal

How do I register a new online account? (VIDEO)

You’ll need to register for an account, which is quick and easy:

  • Click on the ‘Login’ button located at the top right of the homepage
  • Click ‘Register’ at the bottom of that tab.
  • Enter your details into the registration form (you’ll need a BELCO bill to hand)
  • Click ‘Register’ to complete your application and start using your account today.

How do I login if I already have an online account?

Your previous login account and password are still valid. Simply click the ‘login’ button on the top right of the homepage and enter your BELCO account number and current password to access your account and start managing your electricity better than ever before.

How do I navigate the BELCO Online Portal? (VIDEO)

How do I add a guest to my account?

 You can add a guest or additional user to your account and choose what access they can see. To add a guest to your account:

  1. Login into your account
  2. Once you’re logged in, click ‘Profile’ on the menu bar on the left
  3. Click the ‘Guest Access’ button which will have appeared at the top
  4. Add your Guest Email and name, choosing which features you would like them to be able to access. As the account holder, you can revoke a Guest’s access at any time.
How Do I Check My Account Balance Online?
  1. Login to your account. If you don’t have an online BELCO account yet, click here to register for one to start using it today.
  2. Once you’re logged in, click ‘Home’and you will see your current balance in the green box underneath ‘My Current Bill.’
How Do I Track My Energy Usage Over Time?
  1. Login to your account. If you don’t have an online BELCO account yet, click here to find register for one to start using it today.
  2. Once you’re logged in, click ‘Usage & Exported Energy’on the left. This will show you your usage over the past 24 months. You can set notes for events, e.g. when you away or had guests to stay, and also turn different chart features on and off by clicking the labels on the chart.
How Do I Set Up Multiple Accounts For One User Name / Login?
  1. Login to your account. If you don’t have an online BELCO account yet, click here to register for one to start using it today.
  2. Once you’re logged in, click ‘Change Account’ at the top left of your account home page.
  3. Scroll down to ‘My Profile’ and below that, ‘Account Access List.’
  4. Link an additional account to your User Name by adding the Account Number and Meter Number for the account(s) you wish to add.
  5. When complete, click ‘Add Account’ and this account will be added to your User Name / Login.
  6. When you next login, click ‘Change Accounts’ to select which account you would like to view and manage.

AMI

What is Advanced Metering Infrastructure ?

Advanced Metering Infrastructure (AMI) is an integrated system of advanced meters, communication networks and data management systems that enable two-way communication between a utility and its customers.

What is an advanced meter?

An advanced meter is a digital meter that contains a small computer chip and radio that enable information to be transmitted to and from BELCO over a secure network in near real-time.

Are advanced meters safe?

YES

Safety comes first in everything we do. The AMI equipment being installed is compliant with international health and safety standards, including FCC regulations. We also took the extra step of conducting extensive independent research to ensure the wellbeing of the people of Bermuda, including ourselves, our families and friends.The results confirmed that the exposure to radio frequency from an AMI meter is much lower than transistor radio, cell phone, wireless computer mouse or even a baby monitor. It should also be noted that, under normal operation, each AMI meter transmits for a total of less than one second per 24-hour period. Proper installation of AMI is important to ensure the meters work properly and safely. That’s why BELCO has chosen to use our own, well-trained staff to undertake the island-wide installations and have put into place a robust due diligence process to confirm proper installation and equipment quality. Any faulty equipment found when removing old meters will be replaced or repaired at BELCO’s expense.

How does BELCO benefit from AMI?

IMPROVED ACCURACY

BELCO will receive more accurate, up to date information about every metered connection in its electricity system. This includes information on power quality, energy usage, outages and meter tampering. This will enable BELCO to operate the system more efficiently and reduce energy theft.

MORE EFFICIENCY

BELCO will be able to lower its operating costs through immediate power outage notifications, the ability to connect/disconnect customers remotely and quicker restoration of power.

Who will install the new advanced meters?

BELCO employees will install the meters, replacing your old analogue or digital meter with the new AMI device. We have chosen to keep the work in-house in the interest of quality control and safety.

How will I know when my meter is being changed?

You should have received a letter or email with this flyer advising the anticipated timeframe of your new advanced meter installation. Installations will be undertaken during the normal work week, unless there is a reason why it must be performed outside of regular hours. You do not need to be at home when the work is done unless BELCO does not have access to your meter. A leaflet will be left after an installer visits your premise indicating the status of the job. As meters are the property of BELCO, you will not be charged for the meters or the installation work.

Will the AMI system give BELCO access to my home computer system and personal information?

NO

The AMI system transmits information between the meter and BELCO on a secure radio network. AMI does not show which appliances you are using and is not connected to your internet or home computer.

Is BELCO making any other improvements to the electricity system?

YES

In conjunction with AMI, BELCO has implemented a new Outage Management System (OMS) to provide more accurate information to our customers and the Community about outages and restoration times. The AMI meters are integrated with the OMS and report outages automatically. In addition, BELCO will be making major investments in its transmission and distribution system that will facilitate Bermuda’s energy future.

Outages

How Do I Check If An Outage Is Planned?
  1. Login to your account. If you don’t have an online BELCO account yet, click here to find register for one to start using it today.
  2. Once you’re logged in, click ‘Outages’
  3. Click ‘Outage Map’ which will give you the choice of seeing current outages on a Bermuda map, a list of current outages and upcoming planned outages.
How Do I Report An Outage?

All of our planned outages will be viewable in the ‘Outages’ section of your account homepage once you’re logged in (Click ‘Outages’ then ‘Outage Map’ to view current and planned outages). To report an outage which isn’t listed here:

  1. Login to your account. If you don’t have an online BELCO account yet, click here to find register for one to start using it today.
  2. Once you’re logged in, click ‘Outages’
  3. Enter the details of your outage under ‘Report Online,’ indicating if you would like a Call Back and providing your Callback telephone number
  4. When you have entered your details, click ‘Submit Outage’

Ongoing Improvement Projects

What is BELCO's Transmission, Distribution & Retail ('TD&R') infrastructure?
BELCO’s TD&R infrastructure is responsible for getting the electricity we generate to you to use at home or work. It consists of underground transmission cables, overhead distribution cables and several substations across Bermuda which collectively make up ‘the grid’. For more information on our TD&R upgrades, click here.
Why do we need to upgrade BELCO's transmission & distribution assets?
BELCO’s Transmission & Distribution (T&D) assets are well beyond their useful lives, which result in a higher number of faults due to system vulnerability and higher maintenance costs. Nearly 25% of current underground transmission cables are 60+ years old; this will increase to 40% within 10 years. Upgrades are needed in order to meet the demands of new developments in the east and west ends of the Island including the Morgan’s Point and Town of St. George hotel developments and marinas, the new airport and the Solar Photovoltaic Finger project. For more information on our TD&R upgrades, click here.
What are the upgrades?
Our solution is to replace underground transmission cables, upgrade distribution assets and facilities (e.g. critical infrastructure reinforcement for schools and cell towers) and modernise Bermuda’s grid through projects such as Advanced Metering Infrastructure. For more information on our TD&R upgrades, click here.
What will be the benefits of the TD&R upgrades?
The upgrades will improve system reliability and safety as well as reduce costs. They will also expand Bermuda’s grid capacity, which will enable the provision of new, value-added services for our customers and support the expansion of renewable energy in Bermuda. For more information on our TD&R upgrades, click here.

Legal

Who owns BELCO?

Bermuda Electric Light Company Limited (BELCO) is a wholly owned subsidiary of Liberty Group Limited. Liberty Group Limited is a Bermuda-based, provider of energy and energy-related services, owned by Algonquin Power Utilities Corp. (Algonquin). Algonquin is the parent company of Liberty Power and Liberty Utilities, collectively known as Liberty.

What is the role of the Regulatory Authority ('RA')?

The Regulatory Authority of Bermuda (‘RA’) regulates Bermuda’s electricity sector. They set the standards to which BELCO operates. They promote fair business practice, protect consumer and industry stakeholders and encourage innovation and integrity in these markets. Their primary responsibilities are to issue and regulate electricity licences (T&D and all bulk licenses), to approve the integrated resource plan, approve all rates and tariffs and approve the grid code for the T&D licences.