Customer Service Posts

Do you belong on our Special Care Customer List?

Do you belong on our Special Care Customer List?

If you have life-sustaining medical equipment that is reliant upon electricity, please register for our Special Care Customer List. If an outage is planned for your area, a member of our Customer Service Team will attempt to contact you so can make important health decisions or alternate arrangements. Visit our website for more information.

Options in case of postal service interruption

Options in case of postal service interruption

We are pleased to offer our customers a variety of ways to keep up-to-date with their bills in the event of a postal service interruption:

View your bill online

  • My ACCOUNT is an online self-service portal that gives you easy access to your electricity account anytime, anywhere. Sign up (or log in) to MY ACCOUNT to view your bill and check your account balance and payments.

Get your bill by email

  • Sign up for ebills to receive your bill electronically by email. It looks the same as your paper bill, and you’ll get a reminder 2 days before your early payment discount date.

Use our telephone self-service features

  • Call us at 1-800-663-2802 and follow the prompts indicated by our automated system. We’ll tell you the balance on your account and when the payment is due. You will need to have your account number ready.

Pay your electricity bill

  • When it comes to paying your electricity bill, there are several options available:
    • Join our Automated Payment Plan and have your payment automatically deducted from your bank account;
    • Pay online through your financial institution;
    • Pay over the telephone via your financial institution;
    • Pay at your financial institution (Newfoundland Power electricity bill required);
    • Deposit your payment along with the bottom portion of your electricity bill using a bank machine;
    • Drop off payments along with the bottom portion of your electricity bill at our Area Office Deposit Boxes, 24 hours a day. Note: This is a drop off box only, there are no cashier facilities on site; or,
    • Pay with your credit card through Plastiq, a third party online payment service. A fee of 2.50% will be charged.

 

A Big Thank You to Our Customers

On Saturday an intense wind storm tore across the Eastern half of the island and brought snow and blizzard conditions throughout Central and Western areas. The Avalon and Burin Peninsulas, St. John’s and surrounding areas were the hardest hit, with significant damage to Hydro’s transmission lines and Newfoundland Power’s transmission and distribution systems. Peak wind gusts of 180 km/h (stronger than recorded during Hurricane Igor) were recorded on the south west Avalon and gusts of 159 km/h were recorded in the St. John’s area, with wind gusting between 120 and 150 km/h throughout the afternoon and well into the evening.

Power outages were caused by airborne debris, trees contacting lines, failed insulators, downed power lines and poles that cracked off or blew down. While high winds hampered restoration efforts on Saturday afternoon and evening, crews from across the island mobilized to help with the power restoration efforts on the Avalon when conditions were safe. They worked long hours throughout the day and night to get power back to our customers.

Our crews and employees would like to sincerely thank you, our customers, for your patience and understanding during this recent winter storm. Your kind words and support as crews worked around the clock in challenging weather conditions to restore power as safely and quickly as possible were very much appreciated.

We know you depend on us when outages happen. We are ready to respond in all kinds of weather, anytime of the day or night, when you need us most. And we won’t rest until the very last customer has their power back on. That’s because…Whenever. Wherever. We’ll be there.

 

 

Hurricane Force Winds Results in Outages for St. John’s, Avalon and Areas

Hurricane Force Winds Results in Outages for St. John’s, Avalon and Areas

Tens of thousands of customers are being impacted by power outages today and tonight, resulting from a loss of supply from Newfoundland and Labrador Hydro (Hydro) and high winds wreaking havoc on our electricity system. While Hydro’s transmission line serving the St. John’s area has been repaired, 70,000 customers in St. John’s and surrounding areas remain without power as a result of wind damage to the electricity system. Crews are working at full capacity to restore power as quickly and safely as possible. Customers could still be restored over night, however, customers should prepare to be without power throughout the night and into tomorrow. Information about outage safety can be found at http://www.newfoundlandpower.com/Outages/HowToPrepare.aspx. Continue to visit http://www.newfoundlandpower.com/Outages/ViewPowerOutages/Details.aspx for updates on your outage or sign up for outage alerts at https://secure.newfoundlandpower.com/CustomerRelations/YourAccount/Alerts/OutageAlerts.aspx.

Customer Advisory: ABOUT YOUR RSP REFUND

Customer Advisory: ABOUT YOUR RSP REFUND

Most eligible current Newfoundland Power customers will see their Rate Stabilization Plan (RSP) refund reflected on their next electricity bill(s) after February 13, 2017.

The refund will be applied against any balance on your account(s) at the time of issue. Any remaining amount will be sent in the form of a cheque to the customer whose name is on the electricity bill. If your balance exceeded your refund amount, no cheque was issued.* Cheques for current customers will be issued beginning February 15, 2017. Please allow up to 10 business days for delivery.

Details on how your RSP refund was calculated will be included with your electricity bill(s) after February 13, 2017. If you also had accounts that were active during the refund period but are no longer active today, you will receive a separate statement for these accounts. These will be issued beginning February 20, 2017.

To understand how your total RSP refund amount was calculated, please refer to the statements for ALL of your eligible accounts.

If you are expecting a refund, but it is not reflected on your next electricity bill after February 13, 2017, please call us at 1-800-663-2802. We are now processing refunds for current customers. We expect to turn our attention to refunds for former customers starting in April 2017.

For more information please visit www.newfoundlandpower.com/refund.

*Any amounts less than $2.00 have been applied as a credit on your account(s).