Interim Moratorium on Customer Disconnections for Vulnerable Populations

At NB Power, we understand that affordability is a real concern for many customers, especially during the colder months when energy use for heating naturally increases. That’s why we remain committed to working with our customers and providing them with a safe, reliable energy supply while keeping rates as low as possible.

To support New Brunswickers during this year’s winter heating season, NB Power will be ceasing customer disconnections for vulnerable populations for non-payment on an interim basis from Dec 1, 2025 to March 31, 2026. Electricity disconnection has always been a last resort, but we do understand that the possibility of that during the winter season can add additional stress to customers.

The interim winter disconnection moratorium was issued in response to a recommendation made by NB Power’s new Vulnerable Populations committee. This committee was launched in May 2025 with a goal of helping us better understand and improve the experiences of customers who have trouble paying their bills, are facing energy poverty or are living with disabilities. You can find out more about the committee here.

Who is eligible?

The moratorium will apply to customers who meet one of these requirements:

• Aged 70 and above
• Have confirmed medical issues requiring equipment powered by electricity
• Have annual household incomes less than $70,000

Customers who qualify must continue to make some payment each month to keep their accounts in good standing and to help avoid having large amounts owing for electricity bills in the spring.

Does this mean these customers will pay less for their electricity?

No, our customer care team will be engaging directly with affected customers and will work with them to find solutions, including payment assistance programs or equalized payment plans. Customers who qualify must continue to make some payment each month to keep their accounts in good standing and to help avoid having large amounts owing for electricity bills in the spring.

How is NB Power supporting all customers during this year’s winter heating season?

We are continuing to take a number of steps to support New Brunswickers to manage their electricity use and bills. For example:

• The moratorium will function as a pilot, to give us an opportunity to collect and analyze data on arrears, payment plans and customer outcomes to inform the design of a long-term affordability and service-continuity policy framework.
• We know winter power bills can be stressful. And that cold weather means heating systems work longer, and that can cause bills to rise—even if your daily routine hasn’t changed. This is why we’ve launched Knowledge is Power, a public education campaign offering a variety of tools, programs, and practical advice so you can take charge of your bill. Find out more here.
• We are also continuing to offer a variety of ongoing programs and resources to help our customers manage their bills. Find out more here.

Exceptions to the Moratorium

The winter moratorium on disconnects for non-payment does not apply to disconnections required for other reasons, such as safety, Measurement Canada-required inspections, etc.