Message to our Customers during COVID-19

As an essential service, our team is working every day while maintaining social distancing to keep the Island powered during this challenging time. Across the operations, our employees are working to make sure our customers, including other essential services  in our community, including healthcare, food supply, telecommunications and more, have the power they need to work and help us during this time. This allows medical personnel to focus on what matters most – the health of those affected by this virus. It also allows our customers to be comfortable and secure at home during this time.

Additional measures have been put in place to ensure  our employees are safe by following Health PEI guidelines. Our employees who can work from home are doing so and they are encouraged to frequently wash their hands, disinfect their work area or vehicle, practice proper social distancing while working and staying home and calling 811 if they are showing any symptoms of COVID-19.

Our Customer Service team is fully available working from home to serve you. You can contact us Monday through Friday between 8 am and 5 pm via:

 

Click the links below to find more information and resources available to you:

 

COVID-19 Frequently Asked Questions (FAQs)

Are Maritime Electric employees working during the COVID-19 Pandemic?

Yes, we are an essential service provider doing necessary work on our system and for our customers. Our team is doing necessary work to maintain the infrastructure of PEI’s electrical system. Since early March, Maritime Electric has been actively planning for COVID-19 by having employees work from home where possible and promoting good hygiene practices. Access to buildings and new protocol were put into place for our employees. We have plans in place to maintain our essential service delivery to our customers throughout the pandemic to ensure that our system functions as usual to support other front line personnel in healthcare, emergency services, food supply, and telecommunications.

Where is the Maritime Electric Customer Service Contact Centre located during COVID-19?

To ensure their safety, all of our Customer Service Representatives are currently working from home and are able to serve you remotely.

How is Maritime Electric protecting its employees?

During this COVID-19 pandemic, our employees’ physical and mental well-being is top priority. Every department has introduced new or extra measures and practices to ensure our employees are safe. These extra measures include new restrictions on visitors and access to buildings, additional cleaning and disinfecting, restricting business travel and more.

Where possible, many of our employees are working from home. For example, 100% of our Contact Centre staff are working from home to serve our customers. Our Energy Control System has restricted access with backup controls in place for multiple Control Centres if needed. Our staff are practicing social distancing rules, including holding remote call-in safety meetings.

We are doing necessary work to continue delivering the reliable power you need throughout this challenging time.

To make our system fully function, all departments have adapted their work methods to continue to serve our customers during COVID-19.

Is the 180 Kent Street Office in Charlottetown open to the public?

As of March 16, 2020, our 180 Kent Street location in Charlottetown is temporarily closed to the public for the health and safety of our customers and our employees. Our Contact Centre remains open and customers can reach us by phone, email and live chat.

What if I need to reach Customer Service?

Our Customer Service Representatives are available to take your calls and emails any time between 8 am and 5 pm Monday through Friday. 

With our online self-serve options, you can access some of our services from the comfort and safety of your home, including new service connection requests, disconnect requests, viewing your bill and more. We also have a Live Chat feature on our Contact Us page that allows customers to chat with a Customer Service Representative any time between 8 am and 4 pm Monday through Friday.

What if I need to reach Maritime Electric after hours to report an outage?

As always, you can call us at 1-800-670-1012 to report power outages after hours, or report outages online. For emergencies, please call 911.

How are Maritime Electric field personnel handling in-person interactions?

Our crews continue to work on the electrical system to maintain service reliability for customers. To help keep yourself and our employees safe, please remember to stay at least 2 metres away to maintain proper social distancing. From all of us at Maritime Electric, thank you for your help and understanding keeping our employees and the public safe.

What is Maritime Electric doing to assist customers during this time?

As an essential service, the Company continues to operate to provide the necessary service to our customers, including  ensuring we have a secure our supply chain for the essential products and items we need to maintain the electrical system.

We understand that this is a challenging time for everyone. Maritime Electric is working with individual customers on a one-on-one basis.

If you need to reach us, please call 1-800-670-1012 or email customerservice@maritimeelectric.com Monday to Friday any time between 8 am and 5 pm.