NB Power releases findings from review into winter billing concerns

2025-04-25

Fredericton, NB – A third-party assessment released Friday shows NB Power’s systems are working properly and there is no evidence that smart meters are over-reporting power consumption.

The independent operational assessment, which was conducted by KPMG Canada, found higher bills were driven by two main factors: higher rates and more power used during colder weather. Similar results were found in neighbouring utilities.

This assessment was ordered by the provincial government and NB Power Board of Directors in response to customer concerns regarding higher-than-expected energy bills this past winter. While NB Power immediately undertook its own internal investigation, a third-party assessment was undertaken to verify that the utility’s billing and metering systems were accurately tracking customers’ energy use and to ensure that customers were only being charged for the electricity they use.

“We understand higher than expected power bills can have a significant impact on customers, especially in today’s world, when the cost of living continues to increase,” said Lori Clark, President and CEO of NB Power. “We remain committed to providing services that ease the financial stress of customers, while ensuring they have confidence in the accuracy of their billing and providing the highest level of service.”

The assessment included a sample of customer bills to ensure the amount of power used was recorded and charged properly. Customer information was also reviewed to determine why some customers had higher power bills than expected and how much electricity they had used in the past. The assessment reviewed possible patterns between customers who received a new smart meter over the past year and customers who didn’t.

Throughout the assessment 440 smart and legacy meters were tested across the province, none showed any evidence of overstating energy consumption. Another 100 meters were tested at homes where power bills showed a significant increase and those meters did not show any indication of overstating power usage. All meters tested met the Measurement Canada dispute guidelines of three per cent accuracy. These 100 meters include customers who had requested to have their bills reviewed as part of the third-party assessment.  In reviewing all the data, there was not an increase in power consumption for customers who changed to a smart meter from December 2023 to December 2024 that can be attributed to a change in meter.

Here are key findings from the assessment:

• Colder Temperatures: The use of power increased because of colder temperatures. According to Environment Canada weather stations across the province, weather patterns were between 11 and 16 per cent colder in December 2024 than in December 2023. This aligns with the energy usage increase NB Power has seen when investigating customers reporting higher bills in December.
• Longer Billing Cycle: In December 2024, there were more days on the billing cycle than the previous year. Most bills covered 1.24 more days than they did in December 2023.
• Fewer Power Outages: In December 2024, there were fewer times the power went out. As a result, customers were using more power for more hours.
• Rate Increase: Electricity rates increased on April 1, 2024, which caused the cost of electricity to increase by 13 per cent.

“The NB Power Board of Directors is pleased that the independent third-party assessment has found that all billing and metering systems are working properly,” says Andrew MacGillivray, Board Chair. “We hope these findings give New Brunswickers confidence that they are only paying for the electricity they use.”

NB Power is committed to taking a number of actions to help customers understand and manage their energy use. These solutions include:

• Enhancing information on our website with more information on weather and its potential impact on your bill
• Opening up our Equalized Payment Plan program for budget billing to customers with arrears up to $1,200
• Committing to standardizing billing days for everyone with smart meters within 90 days of full deployment
• Sending check-in letters for all customers on the Equalized Payment Plan that speaks to any increases in rates
• Rolling out an education campaign and materials on what drives electricity usage and impacts your bills 
• Promoting the customer portal so customers can access their energy usage in real time 
• Launching a Vulnerable Populations Committee with government departments and social groups to find more ways to support those struggling with affordability
• Testing 500 meters annually to ensure accurate recording of usage 
• Following the full rollout of smart meters, applying to the New Brunswick Energy & Utilities Board to introduce optional time-of-use rates, helping customers have more control over their bill by using electricity during lower-cost, off-peak periods
• Promoting energy efficiency programs and offer tips to manage energy usage

NB Power customers are encouraged to review the third-party assessment here.

If customers have ongoing concerns related to billing, they are encouraged to contact NB Power’s Customer Care team at 1 800 663-6272. Dedicated customer service representatives remain available to assist customers with personalized support and information on managing bill payments.

Media Contact: Dominique Couture, Corporate Communications, NB Power, 506-377-8057, dcouture@nbpower.com