Customer Service
Our commitment to you
At NB Power, we know that when you contact us, you expect timely, professional service, and accurate information.
The Customer Service Report Card provides regular updates on how we’re performing and where we are focused on improving. By sharing these results, we aim to be transparent, accountable and responsive to the customers we serve.
Customer Service Report Card
*Based on voluntary customer post call survey
Understanding the Results
Customer contacts vary throughout the year. Call and email volumes are typically the highest:
- During the summer and fall due to construction and people moving in and out
- Following major storms and outages
- During periods of extreme winter weather when customers have questions about energy use and bills
Because demand is constantly changing, response times may vary from season to season and month to month and even the day of the week. Mondays are always the busiest day!
Our target is an annual average of seven minutes to answer calls, and two business days to answer emails.
Did you know?
Our team of over 100 Customer Care Advisors support customers by handling around 400,000+ calls and 95,000+ emails each year.
Call Back Assist
If the estimated wait time is more than five minutes (except first thing in the morning), you'll be offered the option to receive a call back instead of waiting on the line.
Choose the call back option, follow the prompts, hang up, and keep your place in the queue. We'll call you back as soon as it's your turn.
Want immediate service?
Many common requests can be completed self-serve online with your NB Power online account.
If you do not have an online NB Power account, you can create one here.
You can:
- Report an outage
- View outage updates
- View current and past bill
- Pay your bill
- Make payment arrangements
- Track your energy use to understand what’s driving your bill
Sign up for:
Improvements we’re working on during 2026/27
We’re continuously working to improve the customer experience. Recent and upcoming improvements include:
- Text notifications for planned outages - completed !
- A new Bill Analyzer to help understand what’s driving your electricity bill
- Automating of simple processes so Customer Care Advisors can spend more time helping customers with complex inquiries
- Ongoing monitoring of wait times and customer demand to help align staffing with customer needs