YOU’RE IN GOOD HANDS
WITH NEWFOUNDLAND POWER

At Newfoundland Power, we are committed to being there for you, our customers, whenever, wherever you need us. Day or night. No matter what the weather. We have been delivering safe, reliable electricity to the people of our province for over 135 years. Today we continue this proud tradition of providing service to over 87% of electricity customers in Newfoundland and Labrador.

Maintaining and operating a $1.2 billion electricity system in one of the harshest climates in the country takes dedication, perseverance and hard work. Our 600 employees are up to the challenge, with an unwavering focus on keeping the lights on for our customers. You’re in good hands with Newfoundland Power.

273,000

Customers

255,000

Poles

12,850 km

Power Lines

131

Substations

23

Hydro Plants

6

Backup Generators

IN GOOD HANDS

“Providing safe, reliable electricity at affordable rates is at the core of everything we do. Our dedicated team of employees always put our customers first and always deliver on our commitments.”

Gary Murray
President and Chief Executive Officer

IN RELIABLE HANDS

We are the ones who keep your lights on, your homes warm and your bread toasted. You can count on us if something happens to the electricity system. Whatever the weather, whenever we’re needed, we’ll be there. Even though we operate in a harsh environment, we have a proven history of reliable service. We work hard every day to maintain the current level of reliability our customers have come to expect.

We know you rely on us to deliver your electricity. We take this responsibility very seriously.

We have been listening very carefully to what you have been telling us is important when it comes to your electricity service. What we have consistently heard is that you expect reliable electricity service at affordable rates.

Maintaining reliability takes thorough planning and continuous improvements, especially given the harsh weather conditions our electricity system must withstand. Ongoing maintenance, necessary repairs and required upgrades to aging infrastructure are essential to keeping our system strong. A well-maintained system is a cost-effective system to operate. Making routine upgrades to prevent an outage is better than having to make emergency repairs when an outage occurs.

A significant portion of our assets were built in the 1960s and 1970s, and need to be replaced. In 2023, 44% of our capital expenditures were related to improving resiliency and modernizing our electricity system. This helps to ensure that our system can withstand the impacts of increasing frequency and severity of storms.

We know you are concerned about future rate increases, that’s why we’re doing our part to provide least-cost service. We’ve been working hard to maintain reliability while minimizing our impact on electricity rates. We have consistently beaten inflation when it comes to our operating costs. By effectively managing our costs, we serve more customers more efficiently than we did ten years ago. We have reduced our operating cost per customer by almost 10% when adjusted for inflation.

In 2023, we filed a General Rate Application (GRA) with the Newfoundland and Labrador Board of Commissioners of Public Utilities (PUB), as required every three years. The GRA process includes a full and comprehensive review of our Company’s costs and customer rates. This application is pending approval by the PUB. For more information, please visit our website.

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IN FRIENDLY HANDS

Our employees are proud Newfoundlanders and Labradorians. Last year you gave us an overall satisfaction rating of 87%, and that increased to 91% satisfaction when you deal with us directly. We’re happy to be there and it’s nice to know that you appreciate the work we do.

We successfully implemented a new customer service system as our previous system had reached the end of its useful life. This system is at the heart of how we serve our customers and is instrumental for continued customer service excellence and adapting to evolving customer expectations. From housing all of our customer account information to producing customer bills to working with our website and telephone system, it plays an important role in almost every customer interaction we have.

This multi-year initiative was the single largest project in our Company’s history. A team of qualified employees working alongside external experts, ensured a seamless transition to the new system. We delivered this project on time and on budget.

We use a variety of ways to communicate with our customers. We’ve added a new feature – our website now offers a chat option. This provides real-time, private interaction with our customers who are choosing to use this option more and more.

We know the time you need us the most is when your lights go out. We work hard to provide timely updates about the status, cause and expected restoration time for power interruptions. Our Outage Management System allows us to respond to outages faster and provide more detail about outages affecting your homes and businesses.

On our website, there is a detailed outage listing and map which you can search for the latest information regarding outages. Sign up to receive outage alerts via text or email so you’ll know if an outage occurs and to be kept updated on progress until your power is restored.

In addition to our website, we also have our outage information phone line. We can now handle more calls and provide automatic address-specific outage updates based on your phone number.

Delivering information to you in the way you want is important to us. More than half of you enjoy the convenience of receiving your monthly bill via email. This means you get your bill more efficiently, and help the environment by saving on paper at the same time. Timely response to your requests is a priority. On average, we get your power back on in 1.4 hours after an outage, and on average we repair a street light in 4.5 days.

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IN SAFE HANDS

Electricity can be a very dangerous business. That’s why safety is not just a word at Newfoundland Power, it’s a way of life. It’s something we focus on every minute of every day. We believe that safety starts with you.

There is nothing more important than the safety of our employees, our contractors and our customers. We want to make sure everyone stays safe – at home, at work and at play. 2023 was our best year on record for employee safety in our history.

Our safety campaign “See the Wires” is shared on TV, radio, print, online and social media to ensure our customers are aware of the safety hazards associated with our infrastructure. We have a variety of online safety ads that are regularly posted to our social media channels to highlight the hazards associated with our electricity system. Our safety ads focus on the dangers of swimming, boating and fishing near hydroelectric plants and reservoirs in summer, and also avoiding the ice in these areas in the winter. Other ads explain the dangers of underground electrical wires when digging, tilling or trenching, and one that focuses on the hazards of entering a substation yard.

We provide our employees with the appropriate tools and training so that they go home to their families safely at the end of every day. Monitoring, reviewing and continuous improvement are key components of ensuring we remain among the best when it comes to our safety practices. A new environmental, health and safety management system, DevonWay, was launched in 2023. This system will improve reporting and analytics for safety and environment.

We place a high emphasis on educating and creating awareness of the dangers of working or being around electricity. Along with our safety advertising, we provide training seminars and student education. Each year, we offer safety presentations to students, firefighters and first responders throughout the province.

Our employees are committed to putting not only their own safety but that of their co-workers at the forefront of everything they do. We celebrate the many safety milestones our employees achieve in recognition of a job well done, a job done safely.

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SUSTAINABILITY.

INNOVATION.

ELECTRIFICATION.

IN RESPONSIBLE HANDS

We have made sustainability a priority by making responsible decisions today, with our sights firmly on tomorrow. Being a good member of the community is important to us.

In 2023, we released our first Sustainability Report, Building A Sustainable Future, filled with stories that highlight the difference we are making for our customers in the communities we serve. We have made sustainability a priority by making responsible decisions today for the benefit of generations to come. Through strategic investment, innovation and thinking differently, we are building a resilient electricity system and a sustainable energy future for our customers.

We are focused on reducing the environmental impacts of our industry, using technology effectively and helping you to use energy wisely at home and at work.

Our takeCHARGE program continues to help homeowners, businesses and communities make the right energy choices. After all, knowledge is power. In 2023, takeCHARGE helped customers save 31 GWh of electricity through Home Energy Reports, instant rebates on energy efficient products and our Business Efficiency Program.

We also found innovative ways to help customers use energy wisely through a variety of events and presentations. Our 14th annual Energy Efficiency Week gave customers the opportunity to connect with energy experts and get in-person help and guidance during a series of store events.

As we look ahead, there will be opportunities to use electricity in different ways, and part of this will be through ‘electrification’. Through takeCHARGE, we are providing information and programs to show how this could benefit you. One example of electrification is switching to an electric vehicle, and we are excited about the network of fast-charge stations that we installed in 2022 to keep you powered to your final destination.

Last year, we commenced our EV Load Management Pilot Project. This project will collect information on local EV owners’ charging behaviours, evaluate the effectiveness of different strategies for shifting load to off-peak periods, and identify the costs and challenges of implementing these strategies. takeCHARGE won the 2023 Utility Program of the Year AND the Promotional Campaign of the Year ENERGY STAR Canada Awards! This is our fourth consecutive year winning an ENERGY STAR Canada award, and our sixth and seventh award wins overall.

We continue to maintain Electricity Canada’s Sustainable Electricity Company Designation for our achievements in prioritizing sustainability practices.

For the first time, two of our projects were inducted into Electricity Canada’s Innovation Centre of Excellence. The first project was the implementation of our new GIS-based Electronic Tailboard software that provides a great improvement in our pre-job safety planning for field employees. The second project involves the use of Pole Saver In-Ground Pole Wrap technology which is a new environmentally-friendly solution to extend the life of untreated poles in protected public water supply areas.

One thing is certain, the future will look much different from the past. And we will be there to provide you with the information you need to continue to make the right energy choices for you.

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“ALL NEW STREET
LIGHTS WE
INSTALL USE
LED TECHNOLOGY.”

IN CARING HANDS

Whenever, wherever, we’ll be there. For us, this isn’t just a slogan, but rather, a mindset. More than 660 employees across the province shape our story. We are immensely proud to have a team with diverse backgrounds, skills and experiences, who are passionate about keeping the lights on, no matter the weather.

Our workforce continued to evolve in 2023, as we welcomed new employees, said farewell to longstanding colleagues, and saw people move into new roles. We celebrated 146 service milestones in 2023, which totaled an incredible 2,440 years of combined service.

We know each employee has their own story, and we continue to be committed to a culture of openness where everyone feels safe to bring their whole selves to work. Our similarities and differences generate innovative ideas and strong results, and we value this. Together we are stronger.

We finalized our 2023-2026 Diversity, Equity and Inclusion Strategy and also released our revised Respectful Workplace policy. Innovation is one of our core values. We are constantly looking for ways to add value, provide better service, and build resiliency with our customers top of mind. It’s about seeking new ideas and taking a second look at the effectiveness of what we do to see if we can become more efficient. We have put together a team of employees specifically to SHIFT our innovation culture. The SHIFT team is always generating ideas, propelling us into the future. This team has been a crucial part in making innovation part of our day-to-day thinking.

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“SAFETY IS IN
EVERYTHING WE DO.”

IN HELPING HANDS

Our employees are the faces you see, working side by side with community partners and rolling up their sleeves to make the places we call home even better. Giving back means so much more to us than just providing financial support. It’s about leading by example, touching the lives of others and creating long lasting, meaningful relationships. We are proud to say that the total value of our overall contribution in 2023 was more than $450,000.

The passion our employees, retirees and customers have for cancer care in our province is second to none. Through their support, our corporate charity, Power of Life, has raised close to $5.5 million to date to provide much-needed equipment and comfort to cancer patients and their families. In 2023, we donated $250,000 towards a new chemotherapy unit as part of the In This Together Campaign. This donation will help transform the delivery of cancer care for the people in our province.

Building a sustainable environment and community for future generations is important to us. For over 25 years, our annual EnviroFest has brought together employees and community partners from across our province. In 2023, we were proud to support another six beautification projects. During National Environment Week, June 4-10, employees joined community members in Lark Harbour, Carmanville, Clarenville, Lawn, Carbonear and Conception Bay South to create spaces that will support sustainable food sources and community gardens for many years to come.

We are long-time supporters of the Community Food Sharing Association, with a 24-year partnership. In December 2023, our employees, retirees and family members collected much-needed donations of approximately 17,464 pounds of food valued at $56,000 as well as $7,500 in cash at the Downtown St. John’s Christmas Parade and through employee food drives. We also contributed $15,000, making the overall cash donation of $22,500 for a total donation value of over $78,500 to help those in need over the holiday season. To date, we have collected $286,000 in cash and 436,000 pounds of food valued at almost $1M.

Our employees also rolled up their sleeves to give a life saving gift by giving blood. With over 200 donations made during 2023, we are proud once again to be the top Canadian Blood Services Partner for Life in the province. The generosity of our employees and their families to give the gift of life is inspiring.

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Leadership Team

Our leaders are experienced, diverse and dynamic Newfoundlanders and Labradorians. They are committed to safely operating Newfoundland Power as one of the best run electrical utility companies in Canada.

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Gary Murray President and CEO
Jamie Mullins Vice President, Customer Operations
Paige London Vice President, Finance, Chief Financial Officer
Byron Chubbs Vice President, Engineering and Energy Supply

LOOKING FORWARD

We are committed to continue managing our operations in a way that minimizes our impact. We are ready for what the future holds. Although innovation and technologies may change the way we deliver and use electricity, what’s important to you will always be what’s important to us. We’ll continue to do our part…for our customers, our communities and our province. We are focused on being there for you in the years ahead.
Whenever. Wherever.