NB Power is charting a clear path forward to enhance its operations and better serve customers across New Brunswick, including right here in Saint John. Following a comprehensive review by the Government of New Brunswick, the utility has committed to significant improvements aimed at building a stronger, more transparent organization for the future.

A New Path Forward

The independent review, which incorporated extensive public engagement over the past year, highlighted several key priorities for New Brunswickers: reliable service, clear information, fair costs, and more control over energy usage. In response, NB Power is taking actionable steps to meet these expectations.

“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.”

Five Pillars of Improvement

To address the 50 recommendations outlined in the provincial government’s review, NB Power has grounded its response in five key areas:

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

What Customers Can Expect

In the coming months, Saint John residents and businesses can expect clearer and more consistent interactions with NB Power. This includes more detailed updates during power outages and straightforward explanations of what drives electricity costs. The utility is also expanding tools to help customers track their usage and manage their bills more effectively.

Andrew MacGillivray, Chairman of the Board of Directors, emphasized the board’s commitment to these changes: “As a Board, we take these recommendations very seriously and see them as an important opportunity for continuous improvement as this work progresses.”

NB Power is also continuing to invest in critical infrastructure to ensure long-term energy security and reliability for the province. These ongoing investments support long-term energy security while reinforcing reliability in the near term.

For more details on this announcement, you can read the full release from NB Power.

Frequently Asked Questions

What prompted NB Power’s new operational approach?

The changes are in response to a comprehensive review conducted by the Government of New Brunswick over the past year, which included an independent panel and public engagement, resulting in 50 recommendations for the utility.

What are the main areas of focus for NB Power moving forward?

NB Power is focusing on reliable service, affordability, helping customers manage their bills, offering more control over energy use, and providing clear, transparent communication.

Where can I track NB Power’s progress on these improvements?

NB Power will report its progress on the review’s recommendations through quarterly updates, which can be found at gnb.ca/nbpowerreview.