Following a comprehensive review by the Government of New Brunswick, NB Power has announced a clear path forward to strengthen its operations and better serve customers across the province, including right here in Saint John.

The independent review, which incorporated significant public engagement over the past year, highlighted the core priorities of New Brunswickers: reliable service, transparent information, fair costs, and greater control over energy usage.

Commitment to Customer-Centric Improvements

“We’re committed to being the best utility we can be for the benefit of all of our customers,” stated 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.”

Clark emphasized that the utility will focus on transparency, sharing both successes and challenges, and implementing tangible improvements that residents will notice in their daily lives, whether at home or running a business.

Five Pillars of the New Approach

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 fair 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, improvements, and overall system changes.

What Saint John Residents Can Expect

In the coming months, customers will experience more consistent interactions with NB Power. This includes detailed updates when power outages occur and straightforward explanations regarding the factors driving 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, noted, “As a Board, we take these recommendations very seriously and see them as an important opportunity for continuous improvement as this work progresses.”

Investing in Future Energy Security

NB Power is actively investing in the province’s critical infrastructure to ensure a secure and reliable power supply for the future. These ongoing projects aim to maintain critical systems, improve performance, and prepare for New Brunswick’s growing energy demands.

The utility will provide quarterly progress updates on its initiatives, ensuring that customers can see the specific progress being made across various operational areas.

Frequently Asked Questions

What prompted NB Power’s new operational approach?

The new approach is a direct response to a year-long independent review commissioned by the Government of New Brunswick, which included 50 recommendations for improving the utility’s operations and customer service.

How will communication improve during power outages?

NB Power has committed to providing more detailed and consistent updates during outages, as well as clearer explanations following major weather events or system disruptions.

Will there be new tools to help manage electricity bills?

Yes, NB Power is expanding its practical tools and advice to help customers better understand their energy usage and manage their monthly bills more effectively.

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

NB Power will report its progress quarterly. Customers can find more information and track these updates through the provincial government’s dedicated review portal at gnb.ca/nbpowerreview.