COVID-19 Customer Support Program

The global COVID-19 pandemic and the necessary measures taken to ensure the health of Prince Edward Islanders has had a significant economic impact on the Province of PEI and its residents. Although PEI’s phased-in reopening is progressing and the proactive measures implemented by the PEI government are keeping Islanders safe, many of our customers may
experience financial hardship during this time. We want to help.

Since the pandemic was first declared, we have taken proactive measures to support our customers by ceasing disconnections, working with customers on a case-by-case basis to make suitable payment arrangements and continuing with our essential operations across the Island.

While these measures have been supportive for many customers, on May 28 Maritime Electric filed a proposal with the Island Regulatory and Appeals Commission (IRAC) to offer further support to customers during this difficult time with a COVID-19 Customer Support Program. IRAC approved the Customer Support Program and the Program is now available for customers to apply today.

Maritime Electric’s COVID-19 Customer Support Program will provide a 3-month bill payment deferral starting June 1, 2020 to eligible Residential and General Service customers directly impacted financially by the COVID-19 pandemic.

Eligible customers must apply and qualify for the Program and are required to enter into repayment arrangements for the deferred balance over a 12-month period starting September 1, 2020.

Customers participating in the Program will not be subject to interest, charges, penalties or disconnection during either the deferral period starting June 1, 2020 or the repayment period starting September 1, 2020, provided the customer meets their agreed upon repayment requirements.

If you are eligible for the Program and would like to apply, please visit the online application page or call us Monday through Friday between 8 am and 5 pm at 1-800-670-1012.

 

What is the COVID-19 Customer Support Program?

Maritime Electric’s COVID-19 Customer Support Program will provide a 3-month bill payment deferral starting June 1, 2020 to eligible Residential and General Service customers directly impacted financially by the COVID-19 pandemic.

Eligible customers must apply and qualify for the Program and are required to enter into repayment arrangements for the deferred balance over a 12-month period starting September 1, 2020.

Customers participating in the Program will not be subject to interest, charges, penalties or disconnection during either the deferral period starting June 1, 2020 or the repayment period starting September 1, 2020, provided the customer meets their agreed upon repayment requirements.

What are the eligibility for the Program? Are the criteria the same for Residential and General Service customers?

There are two eligibility criteria for the Program. You are eligible if:

  1. You are a Residential customer who has experienced a loss of income due to COVID-19, or a General Service customer who has lost revenue due to COVID-19, which has impacted your ability to pay your Maritime Electric bill; and
  2. You, the customer applying for the Program, agree to enter into a repayment plan for the total balance to be repaid over a 12-month period commencing September 1, 2020.
How will Maritime Electric determine if a customer is eligible?

Eligibility for the Program will be assessed through an application process, available online or via phone during regular business hours at 1-800-670-1012. If we require more information we will follow up with customers who have applied using the contact information provided in the application.

If I am accepted in the Program, does that mean I don’t have to pay my Maritime Electric bills?

Customers are ultimately responsible to pay all amounts owing for the services provided by Maritime Electric. The intent of this Program is to be flexible and supportive by providing eligible customers with additional time to pay their bills and assist them in managing the financial impacts of the COVID-19 pandemic as they navigate the Renew PEI Together stages.

How do I apply for the Program?

Eligible customers may apply by completing an online application on our website any time, or by calling our Contact Centre Monday through Friday between 8 am and 5 pm to complete the application by phone.

What information do I need to provide to apply?

The following information is required to complete the application:

  • Customer / account name and address
  • Customer ID number
  • Premise ID number
  • Contact phone number and email
  • Service type (Residential or General Service)
  • Confirmation that you agree to enter into a 12-month repayment plan for the total deferred balance commencing September 1, 2020
How long will applications be open to apply for this Program?

The Program is open to eligible customers until August 31, 2020.

Will this Program impact rates going forward?

The financial impacts are difficult to know with certainty at this time because they are dependent upon customer participation levels in the Program, and the fact that the COVID-19 pandemic will affect some customers more significantly than others.

What if I have further questions?

Please contact our Customer Service team Monday through Friday between 8 am and 5 pm using one of the following methods: