The COVID-19 pandemic is evolving and changing at a rapid pace. One thing that will not change is our commitment to supporting our customers. We want to assure you that you can count on us to continue delivering safe, reliable electricity service to you, while remaining focused on the health and safety of our employees, our customers and our communities. We are taking steps to help and will continue to review how we can assist as the situation develops.
At this time, we will be suspending all disconnection of service for customers. We encourage any customer who finds themselves in a difficult financial situation to call us at 1-800-663-2802 to discuss options regarding flexible payment arrangements.
We understand that the COVID-19 pandemic is a very challenging and uncertain time for our customers. We are committed to supporting you at this time.
On May 14, 2020, the Provincial Government announced two financial assistance programs for electricity customers to help deal with the impacts of COVID-19. Newfoundland Power will be administering these programs to our customers.
Customer Interest Assistance Program
The Interest Assistance Program (IAP) provides up to $2.5 million to waive the interest on overdue accounts for residential and business customers who are impacted as a result of COVID-19. The program begins June 1, 2020, and runs until August 31, 2021. The IAP further supports the flexible payment arrangements and options we currently offer our customers.
One-time Customer Bill Credit
This financial assistance will be in the form of a one-time credit on customers' electricity bills and will replace the annual July 1 Rate Stabilization Plan electricity rate adjustment. Both residential and business customers will receive this one-time bill credit automatically. There is no need to apply. The amount of the credit customers will receive will vary based on the average amount of electricity that they use.
The Newfoundland and Labrador Board of Commissioners of Public Utilities (PUB) will approve the details of this program, including the amount and timing of the credit.
We will provide our customers with further details on this program when available.
Based on the most recent updates from the Provincial Government regarding the COVID-19 pandemic, we are no longer able to offer face-to-face customer service at our offices. However, there are many other options available to you.
We continue to monitor the COVID-19 situation closely and are following federal and provincial health advice. We will communicate any updates and important information as needed. These are uncertain times for everyone. By working together, we can do our very best to keep each other, our families and our communities as healthy and safe as possible.
Our crews are always ready to respond when you need us. You can help keep them safe and healthy by practicing physical distancing. Please do not approach our crews while they are working and stay at least 2 metres away. We’re here to help 24/7. You can reach us at 1-800-474-5711.