NB Power has reached a major milestone in our grid modernization journey—with over 300,000 smart meters installed on homes and businesses across the province. 

With nearly 80% of the rollout complete, we are in the final stretch of this transformational project, bringing more customers the tools and benefits smart meters provide every day. 

What this means for our customers 

Customers with smart meters can now: 

• Track and manage energy costs with user-friendly online tools 
• Receive faster service with remote connections, disconnections, and meter readings 
• Be better prepared for the future and alternative energy sources like solar panels 
• Support a smarter, more efficient, more reliable grid 

Independent review confirms accuracy 

An independent Residential Billing and Metering Assessment confirmed that smart meters are both accurate and reliable. The review found no evidence of meters over-reporting electricity use and explained that higher bills experienced this past winter were due to colder temperatures, longer billing cycles, and rate increases—not smart meters. 

These findings have helped correct misinformation and build confidence in the technology. More customers are taking advantage of smart meter tools and are feeling more in control their energy use. 

A smarter grid for New Brunswick 

Smart meters are part of one of the most significant infrastructure upgrades in NB Power’s history. By making our grid smarter, more efficient, and more resilient, we are ready to meet the needs of our customers--today and in the years ahead. 

Thank you, New Brunswick 

Thank you to our customers for embracing this transformational change and our employees and partners for your hard work and dedication. Together, we are building a future-ready grid to benefit all. 

To learn more about smart meters and the benefits they bring, visit nbpower.com/smartmeters

With active wildfires in parts of New Brunswick, we’re working closely with emergency management partners to help protect communities and the grid during this unprecedented weather.

Record-breaking temperatures can also impact our lines. For the safety of our communities and to prevent a greater risk of fire, we sometimes have to initiate temporary outages to safely complete critical repairs or maintenance. We know outages are disruptive, and we work hard to keep them as short as possible.

While we work to protect the grid and communities, you can also take steps to be ready for an outage during extreme heat, please refer to the government of new Brunswick web site: Heat Alert and Response System - gnb.ca

• If you lose power, report your outage at 1-800-663-6272 or nbpower.com/outages
• Have your 72-hour emergency preparedness kit ready.

The safety of our employees and all New Brunswickers remains our priority as we navigate these challenging conditions together. 

Stay informed about the wildfires:  NB EMO Fire Watch 

Access safety resources: NB EMO safety tips 

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 enrolment 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. 

Put safety first this holiday season! Decorations add to the festive spirit of the season but can also increase the risk of fire and injury if not used properly. Fortunately, when it comes to electricity and safety, there are many steps you can take to protect yourself and your loved ones.

Safe decorating tips

1. Lights are rated for indoor or outdoor use. Read the package instructions and never exceed the recommended wattage.
2. Buy decorations with the mark of an accredited certification agency.
3. No more than three light strings can be safely connected together in most cases — read manufacturers’ instructions for directions.
4. Make sure bulbs don’t touch supply cords, wires, cloth, paper, or any material.
5. Use the proper clips for securing lights and decorations. Staples and nails can damage electrical cords!
6. Check for overhead powerlines before using a ladder outside or when you’re hanging lights on trees.
7. Watch that children don’t put electrical decorations or cords in their mouths.
8. Keep an eye on pets – they may chew or damage electrical cords.
9. Turn off holiday lights and decorations when you leave the house or go to bed.
10. Holiday decorations aren’t designed for year-round use and can deteriorate over time. Take them down when the holidays are over.

Advice for extension cords, plugs and outlets

• Inspect and replace damaged electrical products.
• Avoid plugging too many decorations into an outlet. Overloaded circuits can start a fire.
• Use GFCI-protected receptacles to protect you from shock when plugging in outdoors.
• Make sure your outdoor receptacle has a special cover to help protect against the elements even when a cord is left plugged in.
• Never remove the third prong on plugs — this “grounding pin” prevents shock in the event of electrical equipment failure.
• Don’t run extension cords under carpets, through doorways, or in places where they can be damaged by furniture.
• Keep outdoor connections above ground and out of puddles; don’t run them across driveways or walkways.

Knowing the potential hazards and how to minimize risk will help prevent fires and electrical shocks. It will also give you and your family peace of mind this holiday season.

Best wishes for a safe and happy holiday from the NB Power team.

Source: Electrical Safety Authority

Changes are coming regarding your power rates starting April 1^st. We have important news to share about the changes approved by the New Brunswick Energy and Utilities Board (EUB), the independent regulator.

The total average increase for residential customers is approximately 13.2% for a 12-month period starting on April 1, 2024. Our business customers will see a total increase of 11.5% for small industrial, 15.3% for large industrial, and 11.3% for general service customers. For all customers, the total increase is a combination of an increase to the General Rate and a change to the Variance Account Recovery charge. This will result in a net average increase of $25.47 per month for the average residential customer. 

These charges could change when the EUB makes a final decision on our General Rate Application this summer. If the final approved rates are lower than the interim rate, we'll adjust bills as required by the EUB.

For more information on the General Rate Application and Variance Account Recovery filing, please visit: https://www.nbpower.com/en/about-us/regulatory

We know that any change in rates might raise questions about where your money goes. We're here to explain. The revenue from these increases, if the final rate is approved by the EUB, will mainly be invested in improving your reliability. We are upgrading our aging infrastructure and focusing on long-term energy security here in New Brunswick.

While New Brunswickers have paid amongst the lowest energy rates in the country, the cost of delivering power has risen significantly. For us to operate in a sustainable way and continue providing you with safe, reliable and clean energy, we need our rates to reflect our cost of doing business.

At NB Power, we're also committed to keeping costs in check. Last year, we reduced operational costs by approximately $50 million, with over $27 million in planned savings this year. We're constantly exploring new partnerships and financing options to make sure we're running efficiently without compromising on the quality of service for New Brunswickers. We also hear your concerns about how your money is being spent and want to assure you that NB Power executives do not receive bonuses of any kind.

We have a wide array of energy efficiency programs that can help you save energy and reduce your bills. For more information on those, visit www.saveenergynb.ca. We're here to help you every step of the way.