AI-generated summary
· Application · 05/20/2026
Residential customer Susan MacKay appeals NSPI Dispute Resolution Officer decision, disputing $2,621.83 in backdated charges following smart meter installation failure
AI summary
- MacKay filed a Notice of Appeal (M-1) on May 20, 2026, challenging the DRO's May 11, 2026 decision after NS Power issued a $2,621.83 retroactive charge covering July 2025–March 2026, a period during which her statements consistently displayed "CREDIT BALANCE. DO NOT PAY" and customer service agents confirmed no payment was required.
- The billing gap arose after MacKay's residential meter was replaced with a Advanced Metering Infrastructure smart meter in July 2025; according to MacKay, no NS Power employee monitored or read the meter for approximately six months post-installation, resulting in the failure to generate any usage charges during that period.
- MacKay's updated Statement of Account (M-2) shows a current balance of $2,664.85, reflecting the original retroactive charge of $2,621.83 (posted 2026-03-20), a subsequent charge of $786.98 (posted 2026-05-04) for March 13–May 1, 2026 usage, and $450 in $50 incremental payments made between December 2025 and April 2026.
- The appellant disputes liability for the July 2025–March 2026 period on the grounds that she relied on repeated, explicit assurances from NS Power customer service that she owed nothing; she proposes paying only $336.98 (the $786.98 March–April charge less her $450 in prior payments) as full settlement.
- Appellant's updated meter reads (M-3) were submitted in support of the appeal, and MacKay forwarded the full DRO correspondence thread to the Board to substantiate the disputed decision.
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What was filed
Documents filed on this day
- M-1 Notice of Appeal (redacted)
- M-2 Updated Statement of Account (redacted)
- M-3 Appellants Updated Meter Reads (redacted)