Residential Billing & Metering Assessment
An operational assessment performed from January to April 2025 looked into reports of higher-than-expected residential bills by:
LOOKING AT A SAMPLE OF CUSTOMER BILLS to make sure the amount of power they used was recorded and charged correctly
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CHECKING CUSTOMER INFORMATION to find out why some people’s power bills are higher than expected
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SEEING IF THERE’S A PATTERN between people who got a new smart meter in the last year and those who didn’t
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TESTING POWER METERS to ensure they are working properly
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COMPARING HOW MUCH POWER customers with very high power usage in December 2024 used in the past
What drove higher bills?
HIGHER RATES
On April 1, 2024, the cost of electricity went up. This new price made bills about 13% higher.
POWER USE WENT UP
About half of the reason bills got bigger is because people used more power.
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Here are some reasons why:
Colder weather
When it’s colder outside, people use more power to heat their homes. We know from Environment Canada weather stations across the province that weather patterns were between 11-16% colder in December 2024 than in December 2023. This aligns with the energy usage increase we are seeing when investigating customers reporting higher bills in December.
More days on the bill
In December 2024, most bills covered about 1.24 more days than they did in December 2023.
Fewer power outages
In December 2024, there were fewer times when the power went out, so people were using power for more hours.
Power bills went up by about $20 million before taxes
About half of that ($10.7 million) was because the price of electricity went up.
The other half ($9.3 million) was because people used more.
Are Smart Meters accurate?
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.
When 440 meters were tested, there was no sign that the meters (old or smart ones) were overstating how much power people were using.
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Another 100 meters were tested from homes where the bills went up a lot, including people who asked to have their bills reviewed as part of the assessment. These meters also didn’t show any signs of overstating power use.
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All meters tested met the Measurement Canada dispute guidelines of 3% accuracy.
New Brunswickers are encouraged to review the assessment report, which includes details about how the assessment was conducted.
Anyone with ongoing concerns related to billing is encouraged to contact NB Power’s Customer Care team at 1 800 663-6272. Advisors are available to investigate high bills and troubleshoot if there’s an issue.
Committed to Customers
We know customers want predictability for their electricity bills especially during the winter heating season when temperatures drop and it takes more energy to heat your home.
NB Power is a cost of service utility which means our rates are set on the cost of delivering electricity to New Brunswickers. In addition to keeping our costs low, so we can keep rates low for customers, we are committed to taking the following actions to help customers understand and manage their energy use.
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
Sending check-in letters for all customers on the Equalized Payment Plan that speaks to any increases in rates
Committing to standardizing billing days for everyone with smart meters within 90 days of full deployment
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
Managing Your Energy Costs
NB Power offers programs to help New Brunswickers manage their energy usage and costs:
- The Enhanced Energy Savings Program provides free heat pumps and insulation to eligible households.
- Equalized Payment Plans help customers budget with predictable monthly payments.
- Payment assistance resources are available for those in need.
Visit www.saveenergynb.ca for more information on energy efficiency
