NB Power response to Government of New Brunswick review

New Brunswickers have told us what matters most: reliable service, clear information, fair costs and more control over energy use. These priorities, reflected in the Government of New Brunswick’s Fit for the Future review, are guiding how we strengthen service for customers every day.

This builds on ongoing work across NB Power to improve reliability and operate the system responsibly, with a strong focus on execution, cost awareness and better customer communication.

You won’t see one major change. Instead, you’ll see steady, practical improvements over time that make things simpler and more helpful. We’ll continue sharing updates throughout the year.

Service you can count on

We are focused on delivering reliable electricity and restoring power safely and quickly when outages occur. Customers will see text alerts for planned outages, with notifications for unplanned outages coming in future years. We are also making targeted investments in areas with reliability challenges and providing clearer explanations after major outages.

Keeping affordability in focus

We are working to keep costs as low as possible while maintaining reliable service. This includes clear explanations of rate changes and cost reasoning, greater awareness of payment plans and support programs, and ongoing collaboration on solutions for vulnerable customers.

Helping you understand and manage your bill

We will make bills easier to understand and give customers more tools to manage energy use. Simple bill explainers will be available online and in print, alongside more practical guidance on managing consumption. We will continue to build awareness of energy efficiency programs for residential and business customers.

More choice and control

We are giving customers more ways to manage when and how they use electricity. Flexible pricing options such as peak and time-of-use pilots are being explored over time, alongside new tools that help customers track and manage their usage. The smart meter customer portal is also being improved to make it easier to use and more informative.

Clear communication and better energy understanding

We are committed to clearer communication and helping customers better understand energy decisions. Major decisions will be explained earlier and in plain language, with regular updates shared even when there are no significant changes. We are also developing simple, practical educational resources to help customers understand how the energy system works.