Customer Service Posts

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).

Distribution of RSP Refund for Current Customers to Begin

Newfoundland Power and Newfoundland and Labrador Hydro (Hydro) wish to advise that the distribution of the Rate Stabilization Plan (RSP) refund to current customers will begin on February 15, 2017. Approximately 200,000 current customers will initially receive refunds, representing approximately 85% of the RSP balance.

All Newfoundland Power customers and Hydro’s Island Interconnected customers who have used, and paid for, electricity between January 1, 2007, and August 31, 2013, are eligible for this refund. Current customers will receive their RSP refund first, and then attention will shift to former customers who had electricity accounts during the refund period. Read more…

 

100,000 times…THANK YOU to our customers!

100000-ebills-customer

Yes, that’s right…we now have 100,000 customers who have chosen the convenient option of receiving their bill by email. We want to thank all of our customers who have signed up for ebills over the years. From the very first customer to sign up for this service to the 99,999 that followed, you all played a role in helping us reach this mark!

A shout out to Renee P. of Paradise, the 100,000 customer to sign up. Wade Hiscock, Director, Customer Service, visited Renee to present her with a token of appreciation.

If you are still not an ebills customer…what are you waiting for? There are still opportunities to WIN! Sign up for ebills before December 31, 2016, and you’ll be entered into monthly draws for prizes valued at $100. If you are an existing ebills customer, you will be automatically entered into the draws.

Visit https://secure.newfoundlandpower.com/customerrelations/youraccount/ebills/default.aspx for more information.

Once again, a big THANK YOU to all our ebills customers!