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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. Due to the many consequences of the COVID-19 pandemic in Canada, we understand that many may be experiencing financial challenges. Our customer service team is here to help. Here are some of the approaches we’ve put in place until further notice:

  • We will not disconnect customers – residential or business.
  • 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.

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.

Meter Reading During COVID-19 Pandemic

For the health and safety of both our customers and our meter readers – Hydro will be suspending all meter reading activities beginning Friday, March 20, 2020. We will reassess our meter reading activities in the coming weeks and update our customers accordingly. We truly appreciate your patience as we work through these exceptional circumstances.

What does this mean?

  • Meters will be estimated based on your average consumption beginning March 20, 2020.
  • If necessary, your bill may be adjusted when future readings are able to be taken.
  • For our customers on the Automated Meter Reading (AMR) system – there will be no change to your meter readings.

Is there anything I can do?

  • To avoid an estimated billing, customers can choose to record their own meter reading and submit it to our customer service team. Instructions on how to read your meter can be found here.
  • Consider switching to our Equal Payment Plan to help avoid fluctuations and know what to expect.
  • Be safe – If you see a meter with cracked or broken glass, don’t touch it and call us to report the condition.

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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