The Puerto Rico Energy Bureau’s performance filings now run through July 2026. Customers averaged 28.4 hours without power in the fiscal year that ended in June 2026, against 26.3 hours the year before.
That is the worst of the five full fiscal years LUMA has run the transmission and distribution system, which it took over in June 2021. The power went out 8.0 times for the average customer that year.
The queue at LUMA’s customer-service centers averaged 11.1 minutes through fiscal 2026, the longest of LUMA’s full years. A year earlier it was 7.8 minutes. Both are better than the 15.8 minutes of fiscal 2021, which PREPA ran.
The power went out about as often as it did in fiscal 2020 — 8.0 times against 8.2. It stayed out for 28.4 hours instead of 20.3.
Four names run through these filings. The Puerto Rico Energy Bureau is the regulator: it approves rates and receives this data, and operates nothing. LUMA Energy has run transmission and distribution under contract since 1 June 2021 — the poles, the wires and the customer relationship — but does not own the grid and does not generate electricity. Genera PR operates the power plants. PREPA, the public utility, still owns the assets, and every fiscal year before 2022 below is PREPA’s record however the filing is labelled.
How often the power went out, and for how long
The Bureau tracks the grid with two numbers. SAIDI adds up the time the average customer spent without power over a year. SAIFI counts how many separate times the lights went out. They have not moved together.
SAIDI, the total hours a customer spent without power (above), against SAIFI, the separate interruptions behind it (below). Source: Puerto Rico Energy Bureau, PREPARE performance dashboard — as filed by LUMA and Genera PR.
Fiscal years run July to June; fiscal 2026 ended on June 30, 2026. Fiscal 2027 is under way and is not shown. Source: Puerto Rico Energy Bureau, PREPARE performance dashboard — as filed by LUMA and Genera PR.
Fiscal year (July to June, named for the year it ends. Every year here is complete; years before 2022 are PREPA's)
Hours without power (SAIDI: every customer-minute of interruption that year divided by the customers served — with the change on the previous fiscal year)
Times the power went out (SAIFI: every customer interruption that year divided by the customers served — with the change on the previous fiscal year)
FY2026
28.4▲up 8.0%
8.0unchanged
FY2025
26.3▲up 10.0%
8.0▲up 1.3%
FY2024
23.9▲up 17.7%
7.9▲up 12.9%
FY2023
20.3▼down 22.2%
7.0▼down 6.7%
FY2022
26.1▲up 17.0%
7.5▼down 6.2%
FY2021 · PREPA
22.3▲up 9.9%
8.0▼down 2.4%
FY2020 · PREPA
20.3
8.2
Both numbers are island-wide averages, and the Bureau defines them as arithmetic: SAIDI is every customer-minute of interruption added up and divided by the customers served; SAIFI counts every customer interruption and divides it the same way. They describe a system, not a household. The spread underneath is wide — 61.9 hours in one LUMA region against 12.6 in another, the same year — which is what the next section is for.
What the Bureau does not publish beside these figures is the counting rule: whether an interruption has to last a minimum time before it counts, and whether days of major storm damage are set aside. Utilities elsewhere commonly do both, and either would move these numbers. The dashboard does not say.
Where the hours fell
The island figure is an average across a system that does not fail evenly. LUMA files the same measure for each of its sixteen operating regions — districts named for a hub town, each covering its neighbors too.
Hours a customer spent without power in fiscal 2026, against fiscal 2025 behind it, by LUMA operating region — a utility district named for its hub town, not that municipio alone. Source: Puerto Rico Energy Bureau, PREPARE performance dashboard — as filed by LUMA and Genera PR.
Source: Puerto Rico Energy Bureau, PREPARE performance dashboard — as filed by LUMA and Genera PR. Fiscal 2026 ran July 2025 to June 2026.
LUMA region (A utility operating district named for its hub town — not that municipio alone)
Hours without power, FY2026 (Sum of the twelve monthly SAIDI filings, converted from minutes)
Against the island (How this region's hours compare with the island-wide figure)
Utuado
61.9
▲up 117.6%
Mayagüez
39.8
▲up 40.0%
Vega Baja
39.8
▲up 39.9%
Toa Baja
35.8
▲up 26.1%
Arecibo
34.9
▲up 22.8%
Caguas
30.1
▲up 5.7%
San Juan
29.6
▲up 4.0%
Aguadilla
29.4
▲up 3.3%
Bayamón
28.3
▼down 0.5%
Barranquitas
24.6
▼down 13.5%
Yauco
22.8
▼down 20.0%
Canóvanas
20.8
▼down 26.9%
Ponce
19.9
▼down 30.1%
Humacao
16.8
▼down 41.0%
Fajardo
14.0
▼down 50.7%
Guayama
12.6
▼down 55.5%
On the phone and at the counter
Average wait at a LUMA customer-service center, against the average speed of answer on the phone. Source: Puerto Rico Energy Bureau, PREPARE performance dashboard — as filed by LUMA and Genera PR.
Source: Puerto Rico Energy Bureau, PREPARE performance dashboard — as filed by LUMA and Genera PR. Fiscal years run July to June; LUMA took over transmission and distribution in June 2021.
Metric (as filed) (The Energy Bureau's own name for the metric)
Fiscal 2026 (Average of the twelve monthly filings in the fiscal year)
Fiscal 2025 (The same average, one fiscal year earlier)
Change (Fiscal year over fiscal year)
Earliest full year (The oldest complete fiscal year on file, and who was running the system then)
Wait time in Customer Service Centers
11.1 min
7.8 min
▲up 43.6%
15.8 min (FY2021, PREPA)
Average speed of answer (FYTD)
5.6 min
1.5 min
▲up 283.4%
8.3 min (FY2020, PREPA)
Total number of calls received
212,970
208,745
▲up 2.0%
275,208 (FY2022, LUMA)
The people who run it
LUMA employed 2,552 people in June 2021, the month it took the grid over. It has 4,077 now, after a peak of 4,895 in July 2024. Turnover averaged 1.9% of staff a month through fiscal 2026.
Staff employed by LUMA, as filed each month. Genera PR, which operates generation, files separately and is in the table below. Source: Puerto Rico Energy Bureau, PREPARE performance dashboard — as filed by LUMA and Genera PR.
All figures June 2026. Source: Puerto Rico Energy Bureau, PREPARE performance dashboard — as filed by LUMA and Genera PR.
Employer (LUMA operates transmission and distribution; Genera PR operates generation)
Division (The employee groupings each company files)
Staff (Headcount as filed for the newest month on file)
Share (That division's share of its own employer's staff)
LUMA
Operations
1,749
43%
Utility Transformation
849
21%
Support Services
830
20%
Customer Experience
649
16%
All staff
4,077
Genera PR
Non-exempt
444
63%
Exempt
259
37%
All staff
703
The data
Every number in this piece comes from the Bureau’s PREPARE performance dashboard, read Sep 16. We publish the reduction we work from as open data at 787daily.com/api/preb-filings.json — the fiscal-year totals, the regional breakdown, and the monthly series behind them.
This is the first Utility Watch. Filings are quarterly and are revised retroactively — a figure here can change in a later filing. The Bureau also publishes budget percentages; they carry no published definition, so they are not reported here.
In context (787daily, from public data)
<0.1%of LUMA customers without power
57-day average 0.3% · worst 1.8%, Sep 30
LUMA's portal showed under 0.1% of customers out at 6:07 AM AST on Nov 2, 2026. Across the 57 days 787daily has tracked it, the daily average is 0.3% and the worst was 1.8% on Sep 30, 2026.
Worst of LUMA's five full years, up from 26.3 hours the year before
Customers averaged 28.4 hours without power in the fiscal year that ended in June 2026, the worst of the five full years LUMA has run the grid and up from 26.3 hours the year before.
LUMA operates the transmission and distribution system.
About this analysisOriginal 787daily analysis of the Puerto Rico Energy Bureau's PREPARE performance dashboard · Report an errorCite this
Source: 787daily, “Utility Watch: LUMA’s Worst Year Yet for Outages and for Waiting”, Sep 18, 2026, https://787daily.com/news/2026-09-18-utility-watch-luma-s-worst-year-yet-for-outages-and-for-wait/
What LUMA and Genera tell their regulator: hours without power by operating region, the queue at the customer-service counter, the speed of answer on the phone, and who staffs the system, each fiscal year against the last, and against the years before LUMA took over.
Published
When new filings land, about quarterly
Source
The Puerto Rico Energy Bureau's PREPARE performance dashboard