At NB Power, we understand the importance of providing our customers with accurate and transparent information regarding their bills. Recent concerns about metering and billing accuracy have prompted an independent assessment, and we want to keep you informed about our progress. 

Yesterday, the Chairman of the NB Power Board of Directors notified the Minister responsible for Energy that work on the independent review is ongoing and the report would not be ready for the appearance before the standing committee on public accounts this Thursday.  Despite our best efforts, the reduced timeline did not allow us to thoroughly consider the concerns raised by New Brunswickers. We believe it would be a disservice to provide an incomplete review that does not fully consider your concerns. 

While the initial review has not identified any issues with our metering and billing systems, we are not satisfied that it digs deeply enough into two specific areas of concern: 

• A statistically significant sample comparing smart meters to legacy meters across the province. 
• Specific work on a sample of New Brunswickers who have registered as part of the review process. 

This additional work is ongoing, and we anticipate it will be complete in April. Once the review is finalized, we will release the report publicly and are prepared to appear before the standing committee on public accounts if requested. 

Supporting our customers 

We recognize that rising costs, including electricity, are impacting your daily lives. Since January, we have taken several proactive steps to support our customers: 

• Completed thousands of high bill investigations through our Customer Care department, with the majority resolved by factors such as temperature, customer behavior, and increased billing days. 
• Tested 20 smart meters and 20 traditional meters using Measurement Canada standards, identifying no issues. 
• Relaxed enrollment for the Equalized Payment Plan program to assist customers with up to $1,200 in arrears. 
• Conducted an internal investigation to understand the causes of high bill concerns and improve customer understanding. 
• Waived late payments for residential customers retroactive to January 1st, 2025, until this work is complete. Any customers that have paid late payments charges in January and February will be reimbursed in the form of a credit on their bill.

Addressing your concerns 

We understand that this delay may be frustrating, but it is essential to ensure the review is thorough and considers all your concerns. If the review uncovers any issues that need to be addressed, we will act immediately to rectify them, including refunding customers if necessary. If you have questions about your bill or would like to explore ways to manage your energy costs, please contact NB Power at (506) 663-6272. Our advisors are available to assist you.

A call for respect and understanding 

We acknowledge that this situation is challenging, and we ask for your patience and understanding. Our frontline employees are dedicated to assisting you and deserve to be treated with respect.  

Thank you for your continued trust and support. We remain committed to ensuring you have confidence in the accuracy of your billing and to providing you with the highest level of service.