You Asked, We Answer: Your Top COVID-19 Questions

There are so many unknowns as COVID-19 evolves—and we’ve been making changes to how we do business as we navigate this pandemic together. While our incredible teams work across the province, continuing to power our communities, we’ve been listening to your questions and your concerns.

It’s important to us that you’re supported in this difficult time, and we want to make sure that we’re providing all the answers you need.

Curious about something that isn’t on this list? Reach out. Our Customer Care team is available at 1-800-428-6230 and ready to take your call. We’ll update this list of questions as we hear from you.

Q: Are your crews still working? How will the COVID-19 pandemic impact our energy supply?

A: As an essential service, our top responsibility is to provide you with safe and reliable electricity. COVID-19 will not impact how we power your homes and communities.

This means that yes, our power line technician crews and vegetation management contractor crews are still working. But we've suspended non-essential in-home and in-business services.

In order to maintain our system, and keep making and delivering electricity, we’ve made changes to keep our essential service workers safe. These are the people that make electricity in our power plants, along with all our crews in the field that ensure the power stays on and is delivered to our homes and businesses each day.

To keep these teams safe, we’ve restricted the public from all our sites and facilities. We’re also practicing strict physical distancing. We’re asking the public to do their part too, by staying at least two metres from our crews, trucks and work sites. You can learn more about our safety measures here.

Q: Does Nova Scotia have time-of-day rates? I hear other provinces are switching to off-peak rates to help customers pay their bills.

A: At Nova Scotia Power, time-of-day rates are only available to customers with electric-based heating systems that have the capacity to store heat (electric thermal storage). Most Nova Scotia Power residential customers are on one flat rate. You can find out more about our rates on our Rates and Tariffs page.

Even though off-peak rates are not available to everyone, we’re still working to support customers who are struggling to pay their bill—read on in the questions below.

Q: How are you supporting Nova Scotians that can't work or have been financially impacted by COVID-19?

A: We're committed to helping to protecting our most vulnerable customers—and that includes Nova Scotians who are unable to work due to COVID-19. It’s why we’ve donated an additional $500,000 to The Home Energy Assistance Top-up (HEAT) Fund, which helps individuals and families who live on a low income pay their energy bill. This ensures we’re able to support Nova Scotians who need it most with $400 towards paying their heating costs. Customers that are unable to work because of the COVID-19 pandemic may qualify for the program. More information is available on our HEAT fund page. 

Q: What happens if I can’t pay my bill?

A: We know customers need help and flexibility right now and we’re here to help. For at least the next 90 days, we won’t be charging late fees or disconnecting customers who can’t pay their bills. We’re also committed to working with customers to provide options and more time to pay. Our Customer Care team is ready to work with you. They can be reached at 1-800-428-6230.

Q: Now that I'm staying home, I'm worried my bill will be higher than normal. How can I conserve energy?

A: Every little bit helps when it comes to saving energy, and the Energy Conservation Tips page on our website has some great advice. We’re lucky that we’re heading into warmer months, which means it’s easier to turn down the thermostat and grab a sweater. We also recommend opening your blinds to let the sun shine in during the day. Not only does the natural light help brighten your mood, it can help warm your home and avoid the need to turn on extra lighting.

Another helpful tip? Try using a power bar to plug in your electronics. So many of our household appliances like TVs, microwaves and computers suck up electricity, even when they’re not in use. A power bar is an easy way to flip a switch and ensure your electronics are turned off when you don’t need them.

 For the latest information about how we’re responding to the COVID-19 pandemic and making changes to support customers, visit nspower.ca/covid-19. We’ll be sharing updates and continuing to answer to answer your questions.


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