NB Power is noting a marked improvement in the treatment of its employees, one day after the utility made a plea for customers to stop attacking workers out in the field and inside its call centre.
“Our installers have identified to us today that things have seemed to calm down a bit,” says Nicole Poirier, vice president of operations at NB Power. “Just in a day, so we’d like to have that behaviour continue.”
On Thursday, NB Power shared a statement on social media asking customers to be more respectful following an increase in aggressive behaviour toward employees.
The Shediac RCMP detachment confirms it responded on March 14 to a report of an NB Power employee being verbally intimidated, and another incident on March 29 involving an alleged assault with charges pending.
NB Power says its customer call centre now averages 170 calls a week considered to be aggressive in tone, where agents are “verbally assaulted or threatened.” The utility says that total doesn’t include callers who are “merely unhappy with their interaction.”
The bulk of comments under NB Power’s social media post suggests the Crown corporation shouldn’t be surprised about the rise in abusive behaviour being faced by employees.
On Tuesday, a 9.7 per cent rate hike took effect at NB Power – the same hike as April 1, 2024. Over the past several months, several customers have reported power bills amounting to be hundreds of dollars higher when compared to the year before.
Results from an independent audit are expected this month, looking specifically at smart metres and rising power bills.
“It’s a very difficult situation, and we understand that,” says Poirier. “We understand the affordability crisis. Everything is going up in cost, not just in electricity but everything. And we understand that. What we’re truly asking is… everyone has the right to work in a safe environment.”
Poirier says frontline employees are trained to de-escalate customer situations when necessary.
“We’re continuing to focus on those discussions with our staff,” says Poirier. “Most of our installers do already travel in pairs, for protection and efficiency.”
Last month, Premier Susan Holt urged NB Power customers to stop taking their anger out on utility employees.
“I know when you call the call centre you need a place to vent, you want to express your frustrations,” said Holt. “But let’s not take it out on the people, our neighbours, who are doing this work.”
Holt says her government is preparing to hold public consultations on the future on NB Power with details expected within the next few months.
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