Hydro-Québec, Manitoba Hydro and Newfoundland Power Rank Highest in Customer Satisfaction

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Hydro-Québec ranks highest among large utilities, Manitoba Hydro ranks highest among medium-large utilities, and Newfoundland Power ranks highest among medium-size utilities in satisfying residential electric utility customers in Canada, according to the J.D. Power and Associates 2007 Canadian Electric Utility Residential Customer Satisfaction Study.

The inaugural study measures customer satisfaction based on responses from residential customers served by the 14 largest retail electric utility companies, which collectively represent more than 10 million residential customers.

In each of the three segments — Large (serving 650,000 residential customers or more), Medium-Large (serving between 400,000 and 650,000 customers) and Medium (serving 200,000 to 400,000 customers) — customer satisfaction is measured for six factors, listed in order of importance: power quality and reliability; price and value; corporate citizenship; billing and payment; communications; and customer service.

The study finds that providing comprehensive information to customers can help mitigate decreases in satisfaction resulting from power outages. Among customers who called their utility company to report an outage, overall satisfaction is 55 points higher (on a 1,000-point scale) for customers who say they received at least four items of information, compared with customers who report receiving at least one.

“While weather and other circumstances affecting power quality and reliability may be out of a utility company’s control, managing an outage situation through effective and thorough communication is within their capacity, and can go a long way toward increasing customer satisfaction,” said Alan Destribats, vice president of the utility practice at J.D. Power and Associates.

“With only 47 per cent of customers reporting that they recall receiving a communication from their utility in the previous year, this is a notable opportunity for improvement throughout the industry.”

Communication regarding a utility company’s corporate citizenship activities also helps increase satisfaction scores. Customers who say that they are aware of at least one of the four following corporate citizenship initiatives — donations/sponsorships; improving environmental impact; energy conservation programs; or building new power plants — provide satisfaction scores that are 75 points higher than customers who are not aware of their utility’s initiatives.

Among large utilities, Hydro-Québec ranks highest in customer satisfaction, earning a score of 621 on a 1,000-point scale. Hydro-Québec performs particularly well in all six factors driving satisfaction.

Manitoba Hydro ranks highest in customer satisfaction among medium-large utilities, achieving a score of 625 and performing particularly well in four of the six factors: billing and payment; communications; corporate citizenship; and price and value. Following Manitoba Hydro in the rankings are SaskPower (603), which performs well in customer service, and ENMAX (595), which performs well in power quality and reliability.

Newfoundland Power ranks highest among medium utilities in customer satisfaction, earning a score of 616 and performing particularly well in all six factors. Also performing above the industry average is Hydro Ottawa, with 550 index points.

The study also finds several other key patterns:

• The average reported bill for electric service is $155 per month. Winter and spring bills are reported to be $41 higher on average than summer and fall bills.

• Customers of medium-size utilities pay the highest reported bill amounts — averaging $185 per month — compared with an average of $158 per month for large-utility customers and an average of $136 per month for medium-large-utility customers.

• Approximately 47 per cent of residential customers pay their electric bill online through a financial services firm, compared with 7 per cent of customers who pay via mail.

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Experts Question Quebec's Push for EV Dominance

Quebec EV transition plan aims for 2 million electric vehicles by 2030 and bans new gas cars by 2035, stressing charging infrastructure, incentives, emissions cuts, and industry impacts, with debate over feasibility and economic risks.

 

Key Points

A provincial policy targeting 2M EVs by 2030 and a 2035 gas-car sales ban, backed by charging buildout and incentives.

✅ Requires major charging infrastructure and grid upgrades

✅ Balances incentives with economic impacts and industry readiness

✅ Gas stations persist while EV adoption accelerates cautiously

 

Quebec's ambitious push to dominate the electric vehicle (EV) market, echoing Canada's EV goals in its plan, by setting a target of two million EVs on the road by 2030 and planning to ban the sale of new gas-powered vehicles by 2035 has sparked significant debate among industry experts. While the government's objectives aim to reduce greenhouse gas emissions and promote sustainable transportation, some experts question the feasibility and potential economic impacts of such rapid transitions.

Current Landscape of Gas Stations in Quebec

Contrary to Environment Minister Benoit Charette's assertion that gas stations may become scarce within the next decade, industry experts suggest that the number of gas stations in Quebec is unlikely to decline drastically. Carol Montreuil, Vice President of the Canadian Fuels Association, describes the minister's statement as "wishful thinking," emphasizing that the number of gas stations has remained relatively stable over the past decade. Statistics indicate that in 2023, Quebec residents purchased more gasoline than ever before, and EV shortages and wait times further underscore the continued demand for traditional fuel sources.

Challenges in Accelerating EV Adoption

The government's goal of having two million EVs on Quebec roads by 2030 presents several challenges. Currently, there are approximately 200,000 fully electric cars in the province. Achieving a tenfold increase in less than a decade requires substantial investments in charging infrastructure, consumer incentives, and public education to address concerns such as range anxiety and charging accessibility, especially amid electricity shortage warnings across Quebec and other provinces.

Economic Considerations and Industry Concerns

Industry stakeholders express concerns about the economic implications of rapidly phasing out gas-powered vehicles. Montreuil warns that the industry is already struggling and that attempting to transition too quickly could lead to economic challenges, a view echoed by critics who label the 2035 EV mandate delusional. He suggests that the government may be spending excessive public funds on subsidies for technologies that are still expensive and not yet widely adopted.

Public Sentiment and Adoption Rates

Public sentiment towards EVs is mixed, and experiences in Manitoba suggest the road to targets is not smooth. While some consumers, like Montreal resident Alex Rajabi, have made the switch to electric vehicles and are satisfied with their decision, others remain hesitant due to concerns about vehicle cost, charging infrastructure, and the availability of incentives. Rajabi, who transitioned to an EV nine months ago, notes that while he did not take advantage of the incentive program, he is happy with his decision and suggests that adding charging ports at gas stations could facilitate the transition.

The Need for a Balanced Approach

Experts advocate for a balanced approach that considers the pace of technological advancements, consumer readiness, and economic impacts. While the transition to electric vehicles is essential for environmental sustainability, it is crucial to ensure that the infrastructure, market conditions, and public acceptance are adequately addressed, and to recognize that a share of Canada's electricity still comes from fossil fuels, to make the shift both feasible and beneficial for all stakeholders.

In summary, Quebec's ambitious EV targets reflect a strong commitment to environmental sustainability. However, industry experts caution that achieving these goals requires careful planning, substantial investment, and a realistic assessment of the challenges involved as federal EV sales regulations take shape, in transitioning from traditional vehicles to electric mobility.

 

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US NRC streamlines licensing for advanced reactors

NRC Advanced Reactor Licensing streamlines a risk-informed, performance-based, technology-inclusive pathway for advanced non-light water reactors, aligning with NEIMA to enable predictable regulatory reviews, inherent safety, clean energy deployment, and industrial heat, hydrogen, and desalination applications.

 

Key Points

A risk-informed, performance-based NRC pathway streamlining licensing for advanced non-light water reactors.

✅ Aligned with NEIMA: risk-informed, performance-based, tech-inclusive

✅ Predictable licensing for advanced non-light water reactor designs

✅ Enables clean heat, hydrogen, desalination beyond electricity

 

The US Nuclear Regulatory Commission (NRC) voted 4-0 to approve the implementation of a more streamlined and predictable licensing pathway for advanced non-light water reactors, aligning with nuclear innovation priorities identified by industry advocates, the Nuclear Energy Institute (NEI) announced, and amid regional reliability measures such as New England emergency fuel stock plans that have drawn cost scrutiny.

This approach is consistent with the Nuclear Energy Innovation and Modernisation Act (NEIMA), a nuclear innovation act passed in 2019 by the US Congress calling for the development of a risk-informed, performance-based and technology inclusive licensing process for advanced reactor developers.

NEI Chief Nuclear Officer Doug True said: “A modernised regulatory framework is a key enabler of next-generation nuclear technologies that, amid ACORE’s challenge to DOE subsidy proposals in energy market proceedings, can help us meet our energy needs while protecting the climate. The Commission’s unanimous approval of a risk-informed and performance-based licensing framework paves the way for regulatory reviews to be aligned with the inherent safety characteristics, smaller reactor cores and simplified designs of advanced reactors.”

Over the last several years the industry’s Licensing Modernisation Project, sponsored by US Department of Energy, led by Southern Nuclear, and supported by NEI’s Advanced Reactor Regulatory Task Force, and influenced by a presidential order to bolster uranium and nuclear energy, developed the guidance for this new framework. Amid shifts in the fuel supply chain, including the U.S. ban on Russian uranium, this approach will inform the development of a new rule for licensing advanced reactors, which NEIMA requires.

“A well-defined licensing path will benefit the next generation of nuclear plants, especially as regions consider New England market overhaul efforts, which could meet a wide range of applications beyond generating electricity such as producing heat for industry, desalinating water, and making hydrogen – all without carbon emissions,” True noted.

 

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Europe's Renewables Are Crowding Out Gas as Coal Phase-Out Slows

EU Renewable Energy Shift is cutting gas dependence as wind and solar expand, reshaping Europe's power mix, curbing emissions, and pressuring coal use amid a supply crisis and rising natural gas prices.

 

Key Points

An EU trend where wind and solar growth reduce gas reliance, curb coal, and lower power-sector emissions.

✅ Wind and solar displace gas in EU power mix

✅ Coal use rises as gas prices surge

✅ Emissions fall, but not fast enough for 1.5 C target

 

The European Union’s renewable energy sources are helping reduce its dependence on natural gas, under the current European electricity pricing framework, that’s still costing the region dearly.

Renewables growth has helped reduce the EU’s dependence on gas, as wind and solar outpaced gas across the bloc last year, which has soared in price since the middle of last year as the region grapples with a supply crisis that’s dealt blows to industries as well as ordinary consumers’ pockets. More than half of new renewable generation since 2019 has replaced gas power, according to a study by London-based climate think tank Ember, with the rest replacing mainly nuclear and coal sources.

“These are moments and paradigm shifts when governments and businesses start taking this much more seriously,” said Charles Moore, the lead author on the study, amid Covid-19 responses accelerating the transition across Europe. “The alternatives are available, they are cheaper, and they are likely to get even cheaper and more competitive. Renewables are now an opportunity, not a cost.”

The high price of gas relative to coal has meant utilities are leaning more on coal as a back-up for renewable generation, as stunted hydro and nuclear output has constrained low-carbon alternatives in parts of Europe, which risks the trajectory of Europe’s phase-out of the dirtiest fossil fuel. Last year, the EU’s coal use jumped disproportionately high relative to the rise in power generation as high gas prices boosted the relative profitability of burning coal instead.


Europe Coal Use Jumps as Costly Gas Turns Firms to Dirty Fuel
EU power generation from renewables reached a record high in 2021 of 547 terawatt-hours last year, accounting for an 11% increase compared to two years before, according to Ember’s Europe Electricity Review. It’s more than doubled in a decade, representing a 157% increase since 2011. 

Gas use declined last year for the second year in a row, as Europe explores storing electricity in gas pipelines to leverage existing infrastructure, reaching a level 8.1% lower than 2019. By contrast, coal use fell just 3.3% in the same period. Put simply, wind and solar did a great job of replacing coal during 2011-2019 but since then renewables have mostly been nudging out gas-fired power stations.

Ember’s Moore warned that the slowing phase-out of coal might require legislation to accelerate. The International Energy Agency recommends OECD countries cease using coal by the end of the decade to ensure alignment with the Paris Agreement target of keeping the world’s temperature increase below 1.5 Celsius, with renewables poised to eclipse coal globally by the mid-2020s lending momentum. 

“Europe can accelerate the phasing out of coal by building more renewable energy and faster,” said Felicia Aminoff,  an energy-transition analyst at BloombergNEF. “Wind and solar have no fuel costs, so as soon as you have made the initial investments to build wind and solar capacity it will start replacing generation that uses any kind of fuel, whether it is coal or gas.”

Overall, EU power sector emissions fell at less than half the rate required to hit that target, Ember’s report said. Spain produced the largest emissions reduction in the last two years, with renewables adding about 25 TWh and gas falling 15 TWh, and in Germany renewables topped coal and nuclear for the first time to support the shift. In contrast, heavy use of coal dragged down the bloc’s climate progress in Poland, where coal use rose about 8 TWh and renewables gained only 4 TWh.

 

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IAEA reactor simulators get more use during Covid-19 lockdown

IAEA Nuclear Reactor Simulators enable virtual nuclear power plant training on IPWR/PWR systems, load-following operations, baseload dynamics, and turbine coupling, supporting advanced reactor education, flexible grid integration, and low-carbon electricity skills development during remote learning.

 

Key Points

IAEA Nuclear Reactor Simulators are tools for training on reactor operations, safety, and flexible power management.

✅ Simulates IPWR/PWR systems with real-time parameter visualization.

✅ Practices load-following, baseload, and grid flexibility scenarios.

✅ Supports remote training on safety, controls, and turbine coupling.

 

Students and professionals in the nuclear field are making use of learning opportunities during lockdown made necessary by the Covid-19 pandemic, drawing on IAEA low-carbon electricity lessons for the future.

Requests to use the International Atomic Energy Agency’s (IAEA’s) basic principle nuclear reactor simulators have risen sharply in recent weeks, IAEA said on 1 May, as India takes steps to get nuclear back on track. New users will have the opportunity to learn more about operating them.

“This suite of nuclear power plant simulators is part of the IAEA education and training programmes on technology development of advanced reactors worldwide. [It] can be accessed upon request by interested parties from around the world,” said Stefano Monti, head of the IAEA’s Nuclear Power Technology Development Section.

Simulators include several features to help users understand fundamental concepts behind the behaviour of nuclear plants and their reactors. They also provide an overview of how various plant systems and components work to power turbines and produce low-carbon electricity, while illustrating roles beyond electricity as well.

In the integral pressurised water reactor (IPWR) simulator, for instance, a type of advanced nuclear power design, users can navigate through several screens, each containing information allowing them to adjust certain variables. One provides a summary of reactor parameters such as primary pressure, flow and temperature. Another view lays out the status of the reactor core.

The “Systems” screen provides a visual overview of how the plant’s main systems, including the reactor and turbines, work together. On the “Controls” screen, users can adjust values which affect reactor performance and power output.

This simulator provides insight into how the IPWR works, and also allows users to see how the changes they make to plant variables alter the plant’s operation. Operators can also perform manoeuvres similar to those that would take place in the course of real plant operations e.g. in load following mode.

“Currently, most nuclear plants operate in ‘baseload’ mode, continually generating electricity at their maximum capacity. However, there is a trend of countries, aligned with green industrial revolution strategies, moving toward hybrid energy systems which incorporate nuclear together with a diverse mix of renewable energy sources. A greater need for flexible operations is emerging, and many advanced power plants offer standard features for load following,” said Gerardo Martinez-Guridi, an IAEA nuclear engineer who specialises in water-cooled reactor technology.

Prospective nuclear engineers need to understand the dynamics of the consequences of reducing a reactor’s power output, for example, especially in the context of next-generation nuclear systems and emerging grids, and simulators can help students visualise these processes, he noted.

“Many reactor variables change when the power output is adjusted, and it is useful to see how this occurs in real-time,” said Chirayu Batra, an IAEA nuclear engineer, who will lead the webinar on 12 May.

“Users will know that the operation is complete once the various parameters have stabilised at their new values.”

Observing and comparing the parameter changes helps users know what to expect during a real power manoeuvre, he added.

 

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Magnitude 5 quake strikes near Iran nuclear plant

Iran Bushehr Earthquake rattles southern province near the Bushehr nuclear power plant, USGS reports M5.1 at 38 km depth; seismic activity along major fault lines raises safety, damage, and monitoring concerns.

 

Key Points

A magnitude 5.1 quake near Bushehr nuclear plant at 38 km depth, with no damage reported, per USGS.

✅ USGS lists magnitude 5.1 at 38 km depth

✅ Near Bushehr nuclear power plant; built for stronger quakes

✅ Iran lies on major fault lines; quake risk is frequent

 

A magnitude 5 earthquake struck southern Iran early Friday near the Islamic Republic's only nuclear power plant. There were no immediate reports of damage or injuries as Iran continues combined-cycle conversions across its power sector.

The quake hit Iran's Bushehr province at 5:23 a.m., according to the U.S. Geological Survey. It put the magnitude at 5.1 and the depth of the earthquake at 38 kilometres (24 miles), in a province tied to efforts to transmit electricity to Europe in coming years.

Iranian state media did not immediately report on the quake. However, the Bushehr nuclear power plant was designed to withstand much stronger earthquakes, a notable consideration as Iraq plans nuclear power plants to address shortages.

A magnitude 5 earthquake can cause considerable damage, including power disruptions that have seen blackouts spark protests in some Iranian cities.

Iran sits on major fault lines and is prone to near-daily earthquakes, yet it remains a key player in regional power, with Iran-Iraq energy cooperation ongoing. In 2003, a 6.6-magnitude quake flattened the historic city of Bam, killing 26,000 people, and today Iran supplies 40% of Iraq's electricity through cross-border power deals. Bam is near the Bushehr nuclear plant, which wasn’t damaged at that time, while more recently Iran finalized deals to rehabilitate Iraq's power grid to improve resilience.

 

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Don't be taken in by scammers threatening to shut off electricity: Manitoba Hydro

Manitoba Hydro Phone Scam targets small businesses with disconnection threats, prepaid card payments, caller ID spoofing, phishing texts, and door-to-door fraud; hang up, verify your account directly, and never share banking information.

 

Key Points

A scam where callers threaten disconnection and demand prepaid cards; verify account status directly with Manitoba Hydro.

✅ Hang up and call Manitoba Hydro at 1-888-624-9376 to verify.

✅ Never pay by prepaid cards, gift cards, or crypto.

✅ Hydro will not cut power on one-hour notice.

 

Manitoba Hydro is warning customers, particularly small business owners, to be wary of high-pressure scammers, as Ontario utilities warn of scams in other provinces, threatening to shut off their electricity.

The callers demand the customer to make immediate payment by a prepaid card. Often, the calls are made in the middle of the day at a busy time, frightening the customer with aggressive threats about disconnection, as hydro disconnections have made headlines elsewhere, says hydro spokesman Bruce Owen.

"They tell them 'we have a truck on the way to cut off your power. If you don't pay in the next hour you're out of luck,'" he said.

"And because these folks have inventory in freezers and they have customers … they're willing to fork over several hundred or even several thousand dollars on a prepaid card to somebody they don't know to keep the lights on."

Maybe the business owners can't recall, with everything happening, including discussions about Hydro One peak rates in Ontario, if they've made their payments on time. They start second-guessing and believing the person on the other line, Owen says.

And they worry about losing thousands of dollars in business if they lose power. So they're more than willing to run out to a store, buy a prepaid debit card and provide the number to the caller.

"Their goal is to manipulate you into sending money before you figure out it's a scam," said Chris McColm, hydro's security and investigations supervisor. "These people are crooks and you should hang up on them."

For any customers that are in arrears, hydro will work with them to resolve the issue, Owen said.

"We do not have to take that extreme measure of cutting off or disconnecting anybody. That's not the business we're in — we don't strong arm people that way," he said.

"Anybody who's threatening to cut off your power with an hour or half-an-hour notice, well it's it's no better than someone waiting around the corner, waiting the club you over the head in the dark of night. That's what they are."

 

Fraud reports soar

The power utility has recorded a nearly-300 per cent jump in the number of fraud-related complaints this year over 2017. There have been 862 phone, text and e-mail scams and that could still go much higher.

The current statistics from 2018 have only calculated up to Oct. 31. In 2017, there were 221.

That jump in numbers doesn't necessarily mean there are more scammers out there.

It could simply mean people are finally getting wise to fraudsters and reporting it more, Owen says.

"At the same token, we don't hear of everybody who's been taking advantage of because once they've found out that they've been hoodwinked they don't want to tell anybody because they're so embarrassed," he said.

"These scammers can be very convincing and anyone can be victimized," McColm said.

If you are able to think clearly when some high-pressure caller gets you on the line, Owen suggests asking a few simple questions to challenge their legitimacy:

  • What street am I on?
  • What does my business look like? 
  • What's the weather outside right now?

Phone scammers can falsify their caller ID information to make it appear they're calling from a local number, but what you'll find is most of them aren't in Winnipeg or Manitoba and likely not even this country or continent, Owen says.

The key to being safe is simply to never give out banking information, Owen says. It's a message that has been stressed for years and 80-90 per cent of people understand it, but it's that other 10-20 per cent that are still being victimized.And it's not just phone calls. Many other fraud-related complaints to Manitoba Hydro this year concerned unsolicited text messages to customers saying they had been overbilled, or faced retroactive charges elsewhere, and were eligible for a refund.

This scam is also aimed at getting a customer's personal banking information, under the guise of having money put back into their account.

Also, many people, especially seniors living alone, continue to be targeted by aggressive door-to-door fraudsters, and cases like the electricity theft ring in Montreal underscore the risks, McColm says. However, he adds, hydro employees always display photo ID and will never demand to come into a home. 

If you're unsure whether a phone call, text or email is real or a scam, contact Manitoba Hydro at 1-888-624-9376.

 

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