Customer update

Here's what we're doing in response to COVID-19

Last updated: March 27, 2020

As an essential service in the province with many critical assets, we're taking steps to protect our staff and facilities to ensure we're continuing to provide reliable power to our customers.

Our top priority is the safety of our workers, contractors and members of the public and we’re committed to helping our customers while ensuring our employees and facilities remain safe during challenging times. 

We're continuing to monitor the situation closely and will implement new measures as the situation progresses based on information and advice provided by health authorities.

Facilities 

Out of an abundance of caution, we've isolated key areas, including our control centre. To reduce exposure and face-to-face interactions, we've temporarily closed our walk-in customer service desks and indefinitely suspended all non-essential business travel, public meetings and site tours, including closing our Powerhouse at Stave Falls Visitor Centre and Campbell River Hydroelectric Facilities  Discovery Centre

Recreation areas

Due to the high concentration of visitors on site and the need to enforce social distancing in response to the COVID-19 outbreak, our recreation areas across B.C. are now closed. This includes campsites, boat launches, washrooms, day-use facilities and parking lots.

COVID-19 Customer Assistance Program

The COVID-19 Customer Assistance Program provides residential and commercial customers the option to defer bill payments or arrange for flexible payment plans with no penalty. Customers are encouraged to call our customer service team at 1 800 BCHYDRO (1 800 224 9376) to discuss bill payment options.

Residential customers facing temporary financial hardship and possible disconnection of their service due to job loss, illness, or loss of a family member may also be eligible for our Customer Crisis Fund, which provides access to grants of up to $600 to pay their bills.

Planned outages

We recognize that the ongoing COVID-19 outbreak means that a lot of our customers are spending more time at home now and in the weeks ahead. As a result we'll be cancelling all non-emergency planned power outages affecting our residential customers.

As always, our crews will continue to respond to all outages and restore power as soon as possible.  

Disconnections

We anticipate that the outbreak may have a financial impact on our customers if they are unable to work, or if businesses close. As a result we'll be stopping disconnections for non-payment. If you're having trouble paying your bill, please give us a call at 1 800 224 9376 to arrange for flexible payment plans with no penalty.

Scam

Some customers have reported receiving calls threatening disconnection from fake BC Hydro employees. We’ve stopped disconnections during the COVID-19 pandemic and we ask that you report these fraudulent calls to your local police department.

Electrical connections

To stay safe during the ongoing COVID-19 situation, we’re adjusting some of our operations related to electrical
connections and outages
. We’re continuing to manage new customer connections through our normal processes, but some work will take longer than usual. We won’t be completing any work that would require outages to other customers.  Thank you for your patience. 

Site C

Our top priority is the health and safety of our employees, contractors and members of the public. We have been monitoring COVID-19 closely and have been taking appropriate action as the situation evolves. Please find the latest updates here

EV network

Our EV charging network continues to operate, but we're making some temporary changes based on the evolving COVID-19 situation.

  • Please charge at home if possible – this helps reduces risk of spread at public stations
  • 24/7 phone support still available – we're currently still offering 24/7 support when you need it
  • Keep physical distance from BC Hydro staff – if you see a BC Hydro team member at a station, maintain a physical distance of 10 metres if possible
  • Bring your own wipes or gloves – we're unable to wipe down our stations across the province. Use your own wipes or gloves if you're not able to wash your hands before and after use.
  • Repairs may be delayed – stations that require repairs may be delayed due to prioritization of other critical infrastructure, so please check PlugShare ahead of time
  • Maintain physical distance from other EV drivers – please follow advice from provincial health authorities and maintain a physical distance of at least 2 metres from other drivers at the stations
  • Some stations may close – our stations in national parks and some municipal stations may have their access closed due to local, provincial or national restrictions. Check PlugShare ahead of time.

Get the latest on our EV charging network at ev.bchydro.com.