IE Covid 19 FAQ

Your well-being is our priority

At Irving Oil, safety is always our first priority, and central to everything we do. As we respond to the ongoing situation related to the COVID-19 pandemic, our focus on the safety of our employees, our customers and our communities remains constant.

As part of our efforts to always provide a safe operating environment, we have taken precautionary measures across our business, including travel limitations and restricted visitor access to our facilities. Furthermore, we have enhanced the frequency and intensity of our cleaning activities, all consistent with government-mandated instructions.

Frequently Asked Questions (FAQ)

We know this is a challenging time for our customers. As a valued customer, we want you to know we are here for you. Below are some FAQs to help answer some commonly asked questions. Have a question that’s not on our list? Please give us a call at 1.888.310.1924 or email us at [email protected] so we can help.

Residential customers

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General inquiries

Will the COVID-19 situation impact me as a customer?

Our Irving Energy team is here to help. We will continue to serve our customers and have taken additional measures to keep you, and our employees, safe while we also make sure you have the fuel you need. Please continue to visit Irving Energy for the latest information.

Can I expect changes to my service?   

As a precautionary measure to keep our employees and customers safe, we have suspended some non-essential services, including certain maintenance work. Please continue to check back online for more updates.

Will technicians and delivery drivers still come into my house?

Yes technicians and drivers still need to come into your home. We are asking our customers a few additional questions prior to dispatching our technicians to your home for your service call. We are also asking all our employees and customers to enhance sanitary practices and respect physical distancing safety measures (two metres, or six feet away from one another).

Do I have to worry about running out of fuel to heat my home?

We have you covered – you don’t need to worry about running out of fuel. We have a reliable supply chain and will continue to make customers our top priority.

Has there been any change in how you do service-related work to any of my home heating equipment?

Due to COVID-19, we are adjusting processes as necessary and adding safety measures when appropriate. We offer a wide range of in-home and-out of home services for our customers. To ensure the safety of our employees and customers, one of our customer service agents will be in contact with you to ask a few standard questions before any in-home appointments are booked. If you need immediate attention, please call 1.888.310.1924.

Payment options

I am currently unable to pay my balance on my bill. What are my options?

As our valued customer, we want you to know we will work with you on financial options. If your family has been impacted by job loss, the Irving Energy team is here to help. Please give us a call at 1.888.296.9111 or email us at [email protected] to see what options are available to ensure your home has the fuel you need. 

Is there a way to pay online?

Yes, you can view all your account information online with My Account. You can pay your current bill or view your payment history and delivery information. Please log in or register to get started.

Are your offices still open for payment?

As a safety precaution for both our customers and employees, all our walk-in payment locations are currently closed. Our customer service team is available to help with your payment by phone at 1.888.310.1924 or you can sign up for online billing with My Account. The following payment locations are currently closed:

Canada

New Brunswick:

  • 10 King Square South, Saint John
  • 664 Victoria Street, Edmundston

Nova Scotia:

  • 400 Pleasant Street, Dartmouth

Newfoundland:

  • 26 Old Placentia Road, St. John’s

Québec:

  • 1-143 chemin Principal, Cap Aux Meules

 

United States

Maine:

  • 107 Baker Boulevard, Brewer

New Hampshire:

  • 215 Sheep Davis Road, Concord
  • 85 Mechanic Street, Suite B4-1, Lebanon
  • 890 Meadow Street, Littleton
  • 9 Pleasant Street, Berlin
  • 4 Wentworth Place, Claremont

Vermont:

  • 148 Spruce Street, Rutland
  • 24 Smith Street, Barre

 

United States

Maine:

  • 107 Baker Boulevard, Brewer

New Hampshire:

  • 215 Sheep Davis Road, Concord
  • 85 Mechanic Street, Suite B4-1, Lebanon
  • 890 Meadow Street, Littleton
  • 9 Pleasant Street, Berlin
  • 4 Wentworth Place, Claremont

Vermont:

  • 148 Spruce Street, Rutland
  • 24 Smith Street, Barre

Will I still receive my delivery slip from the driver?

As a safety precaution for both our customers and employees, drivers will not be handing out delivery slips. They will be mailed to you after delivery. If you prefer it emailed, please give us a call at 1.888.310.1924 and we’ll be happy to add your email address to your account. 

Will I still receive my home heating delivery on time?

Yes, your delivery will arrive as scheduled. Irving Energy has a reliable supply chain and will continue to make current customers our top priority.

Moving

I’m moving into a new home with Irving Energy propane or fuel equipment already here.  Can I still get service?

Yes, we can help you stay connected and warm. The good news is we are already aware of that location and will be able to transfer your account immediately. As part of our safety measures, we may need to inspect necessary equipment. Please fill out the contact us form and we will get back to you as soon as possible.   

New customers

Can I still become a new Irving Energy customer?

Yes, new customers are welcome. Due to the ongoing COVID-19 situation, we are actively adjusting processes as necessary and implementing additional precautions when appropriate. To ensure the safety of our employees and customers, one of our customer service agents will be in contact with you to verify a few standard questions regarding COVID-19 before any in-home appointments are booked. In some areas, we have deferred non-essential activities which could impact wait times for new tank installations and inspections.

Will the COVID-19 situation impact me as a customer?

We are here to help and will continue to serve our customers. We have taken additional measures to keep you, and our employees, safe, while we also make sure you have the fuel you need. You will continue to find the latest updates at Irving Energy.

Will technicians and delivery drivers still come into my house?

Yes technicians and drivers still need to come into your home. We are asking our new customers a few additional questions prior to dispatching our technicians to your home for your service call. We are also asking all our employees and customers to enhance sanitary practices and respect physical distancing safety measures (two metres, or six feet away from one another).t) apart.

I just moved into a new home with Irving Energy propane or fuel equipment already here. Can I still become a new customer?

Yes, new customers are always welcome. The good news is we are already aware of your location and will be able to set you up with an account right away. We may be required to do a tank inspection, so we ask that you fill out the contact us form and we will get back to you as soon as possible. 

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Business customers

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General inquiries

Do I have to worry about running out of product needed to help me run my business?

We have you covered – you don’t need to worry about running out of fuel. We have a reliable supply chain and will continue to make customers our top priority.

I am currently unable to pay my balance on my bill. What are my options?

As our valued customer, we want you to know we are here for you. If your business has been impacted by job loss, the Irving Energy team is here to help. Please give us a call at 1.888.296.9111 or email us at [email protected] to see what options are available to ensure your business has the fuel it needs.

I just moved into a business space with Irving Energy propane or fuel equipment already here.  Can I still become a new customer?

Yes, new customers are welcome. The good news is we are already aware of that location and will be able to set you up with an account immediately. We encourage all of our customers to have an inspection done prior to ordering product, so please fill out the contact us form and we get back to you as soon as possible.

Will I still receive my heating delivery on time?

Yes, your delivery will arrive as scheduled. Our team is here to make sure your business has the fuel it needs, when it needs it.