Liberty Utilities COVID-19
UPDATE: TUESDAY, JUNE 9
Liberty Utilities Customer Update COVID-19
We hope this message finds you and your family healthy and safe. As we adjust to our new normal, we wanted to provide you with another update regarding our services and what you can expect from Liberty Utilities in the coming weeks.
Walk-in Center Update
To protect the health and safety of our employees and the community, we will keep our customer walk-in center in Fredericton closed until further notice. Please continue to use our alternative payment methods that can be found on our website. We appreciate your patience and look forward to sharing updates as soon as they are available.
Ways We Support our Customers and Communities
On March 14, Liberty Utilities suspended service disconnections due to non-payment. This decision was made in order to support our customers experiencing financial difficulty during the COVID-19 crisis. In connection to this decision, we also waived late fees on customer accounts.
In addition to these actions directly impacting our customers, Liberty donated food, money and supplies to vital organizations in our local communities who are serving our friends and neighbors during these difficult days. Some of these agencies are working directly to assist those impacted by providing help with utility payments.
Disconnections and Late Fee Update
As our province reopens businesses and moves towards resuming normal operations, we have extended our suspension of disconnections for nonpayment until further notice. In doing so we are concerned that some customers may accrue a large unpaid balance that could be difficult to pay when collection activities resume. Here are some important things you should know:
- Our primary goal is to work with you to avoid unmanageable bills, service disconnection or additional fees.
- We have special payment options available to allow for additional time to spread out past due balances and make payments more manageable.
- We are monitoring various agencies who may be able to provide financial assistance for some portion of your bill so call us to learn more.
- Our representatives stand ready to help develop a plan that works best for you but it is critical you call us as soon as possible at 1-800-994-2762 to make arrangements for your account before bills become unmanageable. Once we resume disconnections, we expect our call volume to increase significantly. This may result in longer wait times. Thank you in advance for your patience.
These are uniquely challenging days in our community and our hearts go out to those who have been impacted directly by this health crisis, especially those who have lost loved ones.
We are honored and humbled to be your natural gas utility and we look forward to safely and reliably supplying your needs for many years to come. Stay safe and stay healthy.
UPDATE: WEDNESDAY, APRIL 8
Liberty Utilities and Liberty Power donate $500,000 to support local communities during COVID-19 pandemic
Algonquin Power & Utilities Corp. , parent company of Liberty Utilities and Liberty Power, is announcing a US$500,000 donation to support communities within its service territories during the COVID-19 pandemic.
The funds will be disbursed to a variety of community organizations and local assistance agencies. The funding will also provide much-needed supplies and support services for our COVID-19 heroes working tirelessly on the frontlines. As part of this community response, Algonquin will be donating 20,000 facemasks to help ensure these local heroes receive the protection they need as they continue to provide critical assistance to many individuals in Canada and the United States.
Read news release here.
UPDATE: THURSDAY, MARCH 26
Liberty Utilities Customer Update COVID-19
As the COVID-19 situation continues to rapidly evolve, we wanted to provide you with an update on the actions we have taken across our company to protect the health and safety of our customers and employees and to help ensure that the communities we serve can continue to count on the essential services we provide.
- Providing essential services throughout the crisis
- Our walk-in customer service center in Fredericton is closed until further notice
- Non-payment service disconnections and non-essential services have been suspended
- Beware of scams
Ensuring Safe & Reliable Service
We are here throughout this crisis – As federally designated critical infrastructure, our workforce is deemed essential and will continue to work throughout this public health emergency. While COVID-19 is unique, you can rest assured that we have robust contingency plans in place and our skilled and dedicated teams are prepared to respond.
Emergencies and outage restoration – Please continue to call us at 1-800-994-2762 if you experience a natural gas emergency. We have taken additional precautions to protect the health and safety of our employees and customers during emergency response.
Protecting Your Health & Safety
Walk-in payment centers closed – For the health and safety of our communities, we have closed our walk-in customer service center in Fredericton until further notice. Please visit Payment Options to find alternative payment options such as online, phone, mail, and automatic electronic payments.
Non-essential services suspended – We have temporarily suspended all non-essential customer services.
Heightened safety precautions – For employees who must remain in the office or field to provide essential services, we have deployed social distancing requirements to separate our office spaces to distances of greater than 6 feet. We have provided staff with additional protective supplies and equipment and have enhanced our cleaning and disinfection practices. We have also instituted work-at-home protocols for all other employees and prohibited non-essential travel, group meetings, and events.
We’re Here to Help You
Customer service – Our teams are available to take your calls. We also offer a variety of ways for you to manage your account online. We recognize that many of our customers are experiencing financial uncertainty. If you are facing a potential hardship, we urge you to call us to discuss payment options and available assistance. As of March 15, 2020, we have suspended late payment charges for the time being and will extend existing payment arrangements for impacted customers. We are here to help.
Non-payment service disconnections suspended – Our regular billing and payment schedules will continue. However, to assist customers during these challenging times, we have suspended service disconnection for non-payment until at least May 1, 2020, for residential and business customers.
Scam alert – Please be aware that during times of uncertainty, scams targeting utilities often increase. If you receive any suspicious calls or emails regarding your account, please call us before taking any action. We will never call or email you asking for banking or credit card information, and we will not demand payment or threaten to disconnect you if payment isn’t received immediately.
We know our customers and communities depend on us now more than ever. Rest assured, we take this responsibility to heart. We remain focused on providing safe, reliable energy during this very difficult situation. We will continue to update you as things change. Please call us at 1-800-994-2762 (Monday through Friday between 8 am and 5 pm) if you have any questions or concerns.
UPDATE: FRIDAY, MARCH 20, 2020
Walk-In Center Closed Until Further Notice to Protect Health and Safety
For the health and safety of our communities, we are closing our walk-in customer service center in Fredericton until further notice. Our customer service teams are available to take your calls at 1-800-994-2762. We recognize that many of our customers are experiencing financial uncertainty. If you are facing a potential hardship, we urge you to call us to discuss payment options and available assistance. We are here to help.
We know our customers and communities depend on us now more than ever. Rest assured, we take this responsibility to heart. We remain focused on providing safe, reliable natural gas and we are ready to respond to any emergencies.
UPDATE: SATURDAY, MARCH 14, 2020
Liberty Utilities suspends service disconnections for residential and business customers in response to COVID-19
To assist customers and communities during the rapidly evolving COVID-19 public health emergency, Liberty Utilities has suspended service disconnections for non-payment. This temporary suspension, through at least May 1, 2020, includes residential and business customers.
We encourage customers who have questions or who may be facing potential hardship to contact our customer service departments. We offer a variety of payment options and can assist customers with payment arrangements should they be needed.
“We recognize our customers count on the essential services Liberty provides,” said Brent Baker, Liberty Utilities Vice President of Customer Experience Operations.” With the uncertainty surrounding this virus, we want to ensure our customers have access to the services they need to help maintain their health and safety. “
Liberty continues to actively monitor the situation, and our teams are taking all necessary measures to ensure the safe and reliable delivery of services to our customers.
FRIDAY, MARCH 13, 2020
At Liberty Utilities, delivering electricity, gas, and water safely and reliably to our customers is always our primary goal. With the rapidly evolving COVID-19 situation, we wanted to provide you with an update on the actions we’re taking across our company to protect the health and safety of our customers and employees and to help ensure that the communities we serve can continue to count on the critical services we provide.
Supporting the health and safety of our employees
- We have a pandemic preparedness plan in place and have established a task force that is working with guidance from the Centers for Disease Control and Prevention (CDC). This task force has spent several weeks preparing for how the virus might impact our organization and the communities we serve, and how to respond appropriately.
- We continue to monitor the situation and actively share updates and information with our employees so that they can keep themselves and their families safe.
- We have provided additional protective supplies and equipment to our frontline employees. We have limited employee travel, limited in-person meetings, and postponed larger gatherings and events.
- To prevent the spread of the virus, we’re encouraging anyone who feels sick or has concerns regarding potential exposure to stay at home.
Protecting our customers
- Customers may notice our customer service representatives and field team wearing gloves and additional protective equipment. You may also notice changes in how we greet customers in our contact centers and on service appointments, including social distancing of at least 3 to 6 feet. We hope you understand that this is for both customer and employee protection.
- To practice social distancing we encourage our customers to utilize our other payment methods available (Payment Options), and to call us with questions: 1-800-994-2762.
Ensuring the delivery of safe and reliable service
Utilities must often respond to extreme conditions and disasters. We plan and practice regularly to help ensure continuity of service. We take this responsibility seriously. As part of our pandemic response, we are implementing our emergency plan and quickly adjusting to conditions of the current COVID-19 situation to ensure safe and reliable service to our customers and communities.