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.

From Lori Clark, President and CEO

Skyrocketing housing prices, astronomically high-priced items on grocery store shelves and ever-increasing pain at the pumps: it’s no secret that New Brunswickers are facing higher prices on their everyday needs. Life in 2024 is resulting in many NB Power customers struggling to keep their heads above water financially due to the myriad of market, inflationary and ever-evolving industry forces at work in our society today.

0n December 15, 2023, NB Power made the difficult decision to ask the New Brunswick Energy and Utilities Board (EUB) to grant an electricity rate increase. We knew this request would be a tough one for New Brunswickers to hear and we’re truly taking to heart the concerns being raised in response.

On January 29, we asked the EUB to grant an interim rate increase related to this General Rate Application. Since then, there have been many questions and the topic continues to be discussed in the media, so we wanted to set the record straight.

NB Power is a cost-of-service utility, which means our rates must cover the costs of delivering electricity to New Brunswickers.

We had planned to file our rate application in October 2023 as mandated by the EUB but asked for an extension following news that the provincial government extended our 80/20 debt-equity target from 2027 to 2029.

We welcomed this news as it meant there was an opportunity to lessen the rate increase on New Brunswickers. Ultimately, it meant a reduction of approximately 8% in our rate increase needs for the two-year application. This provided New Brunswickers with significant near-term benefit.

It also meant a delay in our filing with the EUB as our team worked diligently to fully understand the impacts, leading us to file two months later. At a time when we’re doing everything we can to reduce cost pressures on customers while continuing to provide New Brunswickers with the electricity they need when they need it, the delay was definitely worth it as it gave us a chance to fully evaluate how much the increase could be lowered for our customers. 

The delay in filing, while good for New Brunswickers, unfortunately means that the normal timelines for the EUB to conduct its thorough and independent review have been similarly delayed.

The rate application hearing is scheduled for May 13-28 with an expectation that we will not receive a full decision on the rate increase until July at the earliest. The work done by our analysts and independent experts supports the fact that we need an increase in residential rates of 9.8 per cent in year one and a second 9.8 per cent increase in year two in order to cover our cost of delivering electricity to New Brunswickers in the next two years.

Our revenue projections assume that the new rate will start on April 1, which is the normal course of business. This is why we’ve filed asking the EUB to grant an interim rate increase for April 1, to avoid revenue shortfall, which could put further pressure on our debt situation and lead to more tough choices and could impact our ability to properly run the business.

Our request for interim rates, or for rates to be in place for April 1, 2024, is allowed as part of the EUB’s process. It asks to increase rates on an interim basis only, pending the EUB’s final decision on the matter, which isn’t expected until July at the earliest. A hearing on the interim rate increase has been scheduled for March 1. NB Power will continue to respect the regulatory process and the EUB’s commitment to ensuring a fair process is followed to determine the rates New Brunswickers pay for power.

I want it to be clear to all New Brunswickers that if the EUB approves our interim rate request and then later issues a different decision, customers’ bills will be adjusted accordingly. For example, if the EUB approves our interim rate request now and then decides on a lower rate later,  we will rebate the difference to customers.

Right now, New Brunswickers are paying among the lowest residential electricity rates in Atlantic Canada. Even with the potential rate increase, New Brunswick will still have a lower rate than Nova Scotia and Prince Edward Island, and remain among the lowest in Eastern Canada and the U.S.

The proposed rate increase will directly impact all customers in a number of ways, including providing increased energy security now and into the future. It will also allow us to make stronger investments in energy efficiency and make needed improvements at the Point Lepreau Nuclear and Mactaquac Hydro generating stations to improve reliability. And we’re planning to make needed improvements to our customer care services.

This is not business as usual for any of us. This industry is changing. We’re excited for the future and the opportunities it brings. While change can be overwhelming, it can also yield tremendous reward if implemented carefully, and we’re continuing to make advancements to not only improve our operations and our financial position but also contribute to a brighter, more secure and prosperous future for all New Brunswickers.

On May 24 and 25, 2023, we hosted our fourth annual Energizing Efficiency Conference. The Conference surpassed our goals from last year, making it a resounding success.

The event was sold out and brought together over 324 delegates, sponsors and showcase participants. It provided a thought-provoking opportunity for entertaining discussions and an inspiring atmosphere to envision a sustainable future energy landscape.

The conference served to unite like-minded individuals and organizations dedicated to driving positive change in the energy sector. Through networking, collaboration and knowledge sharing, the event created a sense of collective responsibility and urgency in addressing the impacts of climate change. Attendees were inspired by the diverse range of perspectives and expertise offered by our lineup of speakers.

"Customers’ increased interest in clean energy and the electricity sector’s focus on decarbonization to reduce the impact of climate change will energize our future,” said Lori Clark, President and CEO of NB Power. “The Energizing Efficiency Conference provided a tremendous opportunity to ensure we aren’t taking a siloed approach to the global issue of climate change here in New Brunswick, but rather taking every opportunity to come together and to share ideas and set a path forward together toward realistic change.”

Building Momentum

Under the theme of "Building Momentum" the conference emphasized the importance of taking continued action to reduce energy consumption and transition to cleaner sources. The speaker sessions provided valuable insights into the potential of energy efficiency initiatives and emphasized the need to adopt these practices on a larger scale. Participants left the conference with a renewed sense of purpose and determination, ready to champion energy efficiency measures within their industries and communities.

Lori Clark, President and CEO kicked off the conference and spoke passionately about the transformative impact that NB Power’s efficiency programs are having for many New Brunswickers by making their homes more comfortable and energy efficient.

Our keynote speaker Jamie Dinsmore from Microsoft Canada left us with an inspiring message of how Microsoft is moving from “pledges to progress” and striving to be carbon negative by 2030 and by 2050 to remove all historical emissions made by the company since its inception in 1975.

Volunteers and Sponsors

The success of the 2023 Energizing Efficiency Conference would not have been possible without the generous support of our sponsors, the active participation of the delegates and the hard work from our dedicated volunteers, who ensured the event ran smoothly and created an enjoyable experience for all. We extend our sincere thanks to all the employees who demonstrated their commitment to driving positive change in the energy sector. Together with other organizations’ support, your contributions played an essential role in creating an event that will leave a lasting impact on all attendees.

See You Next Year!

We are already in discussions about next year's conference and are excited to announce that the conference will be held on April 23-24.  Make sure you save the date! Stay tuned for more updates and join us as we continue to shape a sustainable and efficient future.