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FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

How is NL Hydro responding as the COVID-19 pandemic progresses in our province?

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. We are regularly assessing our processes and activities to ensure we are doing everything we can to keep people 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, and having the right plans and people in place, to ensure continuity of critical functions and system operations.

What are you doing for customers who may be struggling to pay their electricity bill during this time?

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 think you may have challenges paying your bill, please call our customer service team at 1-888-737-1296 so we can discuss flexible bill payment options.
  • As of June 1, 2020, residential and business customers may be eligible to have the interest waived on their electricity bill. Learn more about the Customer Interest Assistance Program.
  • In May 2020, the Government of Newfoundland and Labrador introduced two new programs to provide relief to electricity customers in the province. Learn more.

What options do I have for paying my bill?

We are encouraging customers to use Electronic Billing and Pre-Authorized Payment in case mail is interrupted. However, if these methods won’t work for you, there are several options for payment of your bill. View all payment options here.

Is Hydro doing anything to limit in-person interactions?

Yes, we’ve taken several steps. These include limiting contact wherever possible, reducing crew interactions, and practicing social distancing. We have closed all our offices and facilities to public access. We are regularly assessing our processes and activities to ensure we are doing everything we can to keep people safe.

What can customers do to prevent in-person interactions with Hydro employees?

Customers are asked to please practice physical distancing from our meter readers and other employees while they carry out their work to provide electricity to customers throughout the province. To read more about how we can all stay safe, click here.

Is Hydro able to respond to power outages and issues on the electricity system?

Yes. We are fully committed to ensuring that Hydro is always able to provide the safe, reliable operation of the province’s electricity system. As always, our crews will continue to respond to any unplanned outages and restore power as soon as possible.

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

Will you be continuing with service connections?

Service and 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.

 

Do you have a question we have not answered? Please visit our COVID-19 information page or reach out to our customer service team by calling 1-888-737-1296.