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INFORMATION AND UPDATES

COVID-19 | INFORMATION AND UPDATES

 

Information about how we’re doing our part to keep people safe and provide you with electricity you can count on.

At Hydro, the safety of our employees and their families, our customers, and the public is of utmost importance to us. We have been actively monitoring and addressing the evolving COVID-19 pandemic and potential impacts on our people, our operations, and on public health in our province more widely.

Read more in a Message to Customers from Hydro President, Jennifer Williams

Our Commitment

We are regularly assessing our processes and activities to ensure we are doing everything we can to keep people safe.

We recognize our responsibility within the community, and to align with the recent action taken by our Provincial Government, we are implementing a work-from-home policy (where possible) and Business Continuity Plans which will ensure that we can continue to provide our essential services, while also keeping our employees and our communities safe.

We are fully committed to ensuring that Hydro is always able to provide the safe, reliable operation of the province’s electricity system. This means taking additional steps, having the right plans and people in place to ensure continuity of critical functions, and managing system operations.

Visitor Restrictions

As of March 17, 2020, for the safety of everyone, we are restricting all access by members of the public to Hydro’s offices and facilities.

For Our Customers

We know that this is a challenging time and we wish to support our customers and the communities we serve. Our customer service team is here to help.

  • If you suspect you may have challenges paying your bill, please call our customer service team at 1-888-737-1296 so we can discuss options regarding flexible bill payments.
  • Through the provincial government’s Customer Interest Assistance Program, interest charges on your account may be waived for residential and business customers as of June 1, 2020. Learn more.

Customer service options are always available.

  • Our customer services and support remain fully available and direct customers of Hydro can email customerservices@nlh.nl.ca or call 1-888-737-1296 with any questions regarding their account.
  • We encourage customers to use Electronic Billing and Pre-Authorized Payment in case mail is interrupted.
  • Customers can also continue to access their account information, receive notifications, outage information, and submit service requests to us anytime using the free myNLhydro app.
NEW! Government announces relief for electricity customers financially impacted by COVID-19

On May 14, 2020, the Government of Newfoundland & Labrador announced two financial relief programs to help electricity customers deal with the impact of COVID-19. These include a one-time bill credit as well as interest relief for customers who have been unable to keep up with their electricity bills. Program details, eligibility requirements and other conditions will be determined over the coming weeks.

Learn more here, or click here to read the full news release from the provincial government.

Meter Reading During COVID-19 Pandemic

Meter reading resumes for all customers on May 19, 2020 (Updated May 15, 2020)

For the health and safety of our customers and our meter readers, Hydro initially suspended all meter reading activities in late March.

We have been continually assessing these activities and the impact on our customers over the past several weeks. We truly appreciate your patience as we work through these exceptional circumstances.

As of May 19, 2020, meter reading will resume for all customers.

We’re taking a number of steps to ensure the safety of our meter readers and our customers as these activities resume. Please remember to practice physical distancing from our meter readers and other team members while they carry out their work to provide electricity to customers throughout the province.

Thank you for your cooperation and continued understanding. If you have questions about your bill, our customer care team is here to help – call us at 1-888-737-1296 or email us at customerservices@nlh.nl.ca. To learn more about meter reading, click here.

Planned Outages

We recognize that the COVID-19 pandemic is resulting in people spending more time at home. Therefore, we will be carefully assessing all planned outages and will only proceed if they are deemed to be an emergency or essential for continued reliability of service.

As always, our crews will continue to respond to any unplanned outages and restore power as soon as possible.

Service Connections

Line connections and larger pieces of non-critical connection work will be delayed as we continue to focus on providing essential services. For questions regarding urgent connection needs, our customer service team is available to help at 1-888-737-1296.

Newfoundlanders and Labradorians count on the energy that Hydro provides in their daily lives – and we take that responsibility very seriously. We will continue to monitor the COVID-19 situation and will communicate any updates as needed.

Information For Vendors & Suppliers

Due to the evolving situation regarding COVID-19 in Canada and around the world, we have implemented some changes in how we do business, effective March 25, 2020. These changes are necessary to ensure continuity throughout the business, and to ensure the health and safety of employees, suppliers and contractors, and the community.

Vendors and suppliers are advised that the following changes are now in effect for the bid submission process, invoicing and payment (effective March 25, 2020):

  • Paper copies of bid submissions, tender documents, and invoices will no longer be received.
  • Suppliers must now submit all bids and associated documents online – this applies to current postings as well.
  • Suppliers must be registered on our website and ensure all contact information is up to date.
  • Electronic invoices and documentation are required.
  • All payments will now be issued via electronic fund transfers – cheques will no longer be issued.
  • All public tender openings, which are normally conducted in-person, have been cancelled.

We encourage all vendors and suppliers to review the detailed information about these changes on the Bid Opportunities page of our website. Please continue to monitor our website regularly for updates, and contact us by phone or email if you have questions or require additional information.

Frequently Asked Questions

Get answers to some questions about how Hydro is responding to COVID-19: VIEW FAQs

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