NB Power introduces an interim moratorium on customer disconnections for vulnerable populations for upcoming winter heating season

2025-11-28

Fredericton (NB) – Today, NB Power announced it will be introducing an interim moratorium on disconnections for vulnerable populations for non-payment of bills, effective December 1, 2025 through March 31, 2026. The interim winter disconnection moratorium was issued in response to a recommendation made by the Vulnerable Populations Committee.

“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,” said Lori Clark, President and CEO of NB Power. “At NB Power, we are committed to finding new and impactful ways of offering support and easing the financial stress some of our customers are facing related to managing their bills.”

The moratorium will apply to customers who are aged 70 and above, who have confirmed medical issues requiring equipment powered by electricity, or have annual household gross incomes less than $70,000. NB Power’s customer care team will engage directly with these 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.

“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,” said Clark. “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.”

The Vulnerable Populations Committee was launched in May 2025 with a goal of helping the utility better understand and improve the experiences of customers who have trouble paying their bills, are facing energy poverty or are living with disabilities.

The committee is continuing to serve as an important line of communication between NB Power, government departments and various community groups representing vulnerable populations, and provides a mechanism for those community groups to provide direct input into relevant NB Power programs and services. The committee’s recommendations and feedback are shared with NB Power’s senior leadership team for their consideration and its work is summarized annually and shared with the New Brunswick Energy and Utilities Board by June 30 of each year.

“Our committee advocated for this moratorium to protect vulnerable New Brunswickers from being left without service during periods of extreme cold,” said Randy Hatfield, Executive Director, Human Development Council. “As a new committee, we’re grateful for the collaborative relationship we’re building with NB Power and the continued opportunity to inform initiatives at the utility that will truly make a difference in the lives of New Brunswickers who are deserving of our support.”

The moratorium will function as a pilot, to allow NB Power 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. .

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Media Contacts

NB Power Elizabeth Fraser - EFraser@nbpower.com