NB Power outlines approach to strengthen operations and better serve customers, building a stronger utility for the future

2026-05-25

NB Power is outlining a clear path forward to strengthen how it operates and serves customers across New Brunswick, following the Government of New Brunswick’s review.

The review, conducted over the last year by an independent panel, and incorporating considerable public engagement, highlighted what matters most to New Brunswickers: reliable service, clear information, fair costs, more control over how they use energy, and ultimately improved utility operations overall.

“We’re committed to being the best utility we can be for the benefit of all of our customers,” said Lori Clark, President and CEO of NB Power. “New Brunswickers have been clear about what they expect from us and we’re continuing to listen. Moving forward, we’ll be focused on being more transparent with our successes and challenges, and making improvements they can see and feel in their day-to-day lives – both personal and professional.”

In response to the review, NB Power acknowledges that improvements are needed in a number of areas, and is focused on strengthening both how it operates and how it communicates with customers to better meet their expectations, be more transparent about utility matters, and prepare for the future.

NB Power’s response to the review and path forward is grounded in the following key areas:

• Power you can count on — maintaining reliable service and restoring outages safely and efficiently for both residential and business customers
• Keeping affordability at top of mind while continuing to provide dependable electricity
• Helping customers understand and manage their bills with clearer information and practical energy efficiency tools
• Offering more choice and control with additional ways to manage how and when electricity is used
• Providing clear and upfront communication with regular, plain-language updates on major utility decisions, improvements and overall system changes

“The provincial government’s review of NB Power contained 50 recommendations,” said Andrew MacGillivray, Chairman of the Board of Directors. “As a Board, we take these recommendations very seriously and see them as an important opportunity for continuous improvement as this work progresses.”

In the coming months, NB Power customers can expect to experience clearer and more consistent interactions with the utility. For example, when possible, customers will see more detailed updates when outages occur, along with clearer explanations after major events. NB Power will also provide more straightforward information about what’s driving electricity costs, and expanded tools that will help customers better understand their usage and manage their bills more effectively.

Improvements are already underway to strengthen how NB Power communicates with customers and provides access to information. This includes making it easier to understand bills, increasing the availability of practical tools and advice, and providing more regular updates so customers are not left without information.

Customers can expect to see continued steps taken to ensure energy security for the province. NB Power is continuing to invest in maintaining and strengthening the electricity system to ensure New Brunswickers have a secure and reliable supply of power, now and into the future. This includes ongoing work to maintain critical infrastructure, improve system performance, and prepare for growing energy needs across the province. These investments support long-term energy security while reinforcing reliability in the near term.

“We’re committed to operational excellence, and looking hard at our current approach to doing business and determining how we can do better,” said Clark. “I’m proud of the team of New Brunswickers who work every day — often in challenging conditions — to ensure customers have the power they need, when they need it,” said Clark. “We’ll continue to build on that work, and with the review’s findings, we’ll continue to make operational improvements, and report on them regularly so customers can see the specific progress we’re making in a variety of areas.”

The provincial government released its official response to the review and outlined its planned path forward on May 25, 2026. NB Power will continue to work in partnership with its Shareholder to advance shared priorities.

In addition, NB Power will report progress on recommendations where the utility is identified as lead. These will be reported on as part of quarterly progress updates. Find out more here: gnb.ca/nbpowerreview.