NS Power customer Susan MacKay appeals DRO billing decision to NSEB following dispute over estimated meter readings and a $2,496.98 bill

M12871 · NSPI DRO Appeal - Billing Issues - Susan MacKay

AI summary

Customer Susan MacKay filed an appeal with the Nova Scotia Energy Board after Dispute Resolution Officer Don Farmer, P.Eng., issued a Final Written Decision on May 11, 2026 finding that NS Power had "appropriately billed" her account under Board-approved Billing Procedures Regulation 5.1.
MacKay's original dispute, initiated March 26, 2026, centred on three issues: a low estimated bill for March–May 2025 followed by a reconciliation bill 181% higher than the prior year; a discrepancy between her tracked credit balance ($798.88) and NS Power's recorded credit ($643.96); and a sudden $2,496.98 outstanding balance appearing in March 2026 for a period during which prior statements had consistently shown a credit.
The DRO's decision relied on the cumulative, self-reconciling nature of power meters — analogized to a car odometer — concluding that any estimation errors are fully reconciled once actual readings are obtained, and referencing Regulations 5.1 and 6.4 as the applicable Board-approved framework.
MacKay's complaint also alleged repeated discourteous treatment by NS Power customer service representatives, including being told the billing process was "not your business to know" and that she should not have relied on "Credit balance — Please do not pay" notices that NS Power itself had issued.
The DRO noted his decisions are binding on NS Power but not on the customer, and that customers have 12 days from receipt of the Final Written Decision to appeal to the NSEB; this filing represents exercise of that Appeal Processes right.

Disclaimer: This summary was generated by AI from the filings it describes. We take care to make it accurate, but errors are possible - and it isn't advice. Only the filings themselves are the record: if you're relying on something here, confirm it against the source documents or the Nova Scotia Energy Board's own record. Full disclaimer →

What was filed

Documents filed on this day

M-4 NSPI DRO Decison d. May 11, 2026 (redacted) exhibits