Customers angry with NB Power social media post

A social media post by NB Power about higher-than-expected bills has drawn negative criticism.

According to NB Power, a message they sent on social media Thursday was an attempt to help people deal with higher-than-expected bills.

As of Friday evening, there were more than 350 comments to the post on Facebook. almost all of them negative.

NB Power President and CEO Lori Clark said it’s regular practice to engage with customers on social media to ensure they are aware of a number of things like storms or energy efficiency tips.

“We are constantly working and communicating with our customers to ensure they have the right information they need,” said Clark.

The utility posted on Facebook and X, saying:

“There are many factors that can affect your power bill - some of which aren’t obvious. And often, it’s a combination of many factors that makes a noticeable difference. We’re here to help you understand when this happens and offer solutions to help you manage your future bills.”

Clark said they are getting more complaints than usual about the cost of energy.

“The contact centre has been working very hard and working with customers to try to explain the increase in customers’ bills at this time,” said Clark.

Shelley Petit, the chair for the New Brunswick Coalition of Persons with Disabilities, said she wasn’t impressed when she saw NB Power’s post.

“Honestly, I thought the message was kind of condescending,” said Petit. “It’s like, wow, did you know your power bill might be higher because it’s colder outside?”

Petit said many New Brunswickers were expecting a decrease in bills with the recent 10 per cent reduction from the provincial government, but she’s not seeing it.

“There’s something that’s wrong and we have to find out what it is because our members, persons with disabilities, we’re already struggling,” said Petit.

Clark said she understands the affordability issue customers are dealing with.

“Whether it’s been electricity bills or it’s groceries or it’s gas or it’s interest rates or whatever it may be, all of these things together are causing challenges for customers and we want to do what we can to help,” said Clark.

NB Power has some of the lowest rates in Canada, Clark said, and there’s an obvious increase in consumption because of the cold weather.

“It’s important that we make sure customers recognize that their bills will go up and that there are some things that we can do as a utility to help,” said Clark.

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