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Our commitment to New Brunswickers

We’re committed to serving our communities. As the COVID-19 situation in New Brunswick evolves, we’ll continue to adjust and expand our services accordingly, while respecting physical distancing and safety protocols.  
 
Find out how we’re supporting our customers, and see which services remain suspended.

 

Our commitment to New Brunswickers

New Brunswickers can once again benefit from our residential, commercial and industrial energy efficiency programs. Our community outreach program remains on hold. We’ll continue to do our part to contain the spread of COVID-19 by respecting physical distancing and safety protocols.  

Frequently Asked Questions

I haven’t been able to work as a result of this crisis and am unable to pay my bill. What options do I have?

We understand that you may have difficulty paying your bills due to illness, job loss, or requirements to self-isolate as a result of this pandemic. The last thing we want you to worry about is going without power during this difficult time. We are here to help.

In addition to suspending disconnections for non-payment and collection efforts until further notice, we will:

  • defer electricity bill payments for residential, seasonal and small business customers for up to 90 days.
  • extend existing payment arrangements.
  • delay our request for a decision on a rate increase for 2020/21, as well as our request for the implementation of smart meters, which the Energy and Utilities Board has agreed to.

If you are struggling to pay your bill and would like to discuss any of the above options, please call us at 1 800 663-6272. We will also continue to waive interest for past due balances and late payment charges issued after March 19, 2020.

For those who can, we encourage you to stay up to date with your payments. We have several tools in place to help make budgeting easier going forward. You can access or create an online account to manage your bills online and take advantage of our Equalized Payment Plan which allows you to pay the same, equal amount each month, as well as a payment arrangement plan. We remain dedicated to working with you to find solutions that will help make your life a little easier.

 

Why isn’t NB Power offering to cap or reduce rates like Ontario?

We are structured much differently than utilities in Ontario, who have implemented time of use rates. Our rates remain lower here in New Brunswick even with these reduced rates.

What we have done is delayed our request for a decision on a rate increase for 2020/21, as well as our request for the implementation of smart meters, which the Energy and Utilities Board has agreed to.

We also have several tools in place to help make budgeting easier going forward. You can access or create an online account to manage your bills online and take advantage of our Equalized Payment Plan which allows you to pay the same, equal amount each month, as well as a payment arrangement plan.

 

How long will the relief measures imposed by NB Power last

As we have seen in the past few weeks – this is an extremely fluid situation. At this time, NB Power is monitoring the situation like everyone else. Our commitment to our customers is to communicate clearly before changes in this policy – for now we will not be disconnecting customers, and we will not be implementing any rate increase.   

 

Why am I still seeing meter readers in my neighbourhood?

In order to ensure that our customers’ monthly bills are as accurate as possible, we will continue to read meters where it is safe to do so. In addition, we still have to perform reconnections and disconnections. Our meter readers continue to follow recommended safety precautions including washing hands frequently, wiping surfaces and exercising social distancing.

 

 

What have you done to help customers who are struggling to pay their electricity bills?

We understand that many of our customers have had difficulty paying their bills due to job loss, or requirements to self-isolate as a result of this pandemic.

In March 2020, we announced that we were taking the following steps to help support our customers:

  • suspending disconnections for non-payment and collection efforts until further notice, we will:
  • deferring electricity bill payments for residential, seasonal and small business customers for up to 90 days.
  • extending existing payment arrangements.
  • delaying our request for a decision on a rate increase for 2020/21, as well as our request for the implementation of smart meters, which the Energy and Utilities Board has agreed to.

 

Moving forward, we remain dedicated to working with our customers to find solutions that will help ease their worries about their electricity bills. We will also continue to waive late payment charges for all invoices until September 19, 2020.

If you are struggling to pay your bill due to the pandemic, it is important that you call us at 1 800 663-6272. We have several tools in place to help make budgeting easier, including our Payment Arrangement Plan.

Our Customer Care Advisors are waiting to serve you and look forward to discussing flexible payment options to help you so you don’t fall further behind.

For those who can, we encourage you to stay up to date with your payments. We have several tools in place to help make budgeting easier going forward. You can access or create an online account to manage your bills online and take advantage of our Equalized Payment Plan which allows you to pay the same, equal amount each month, as well as a payment arrangement plan. We remain dedicated to working with you to find solutions that will help make your life a little easier.

 

 

 

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Frequently Asked Questions