Nova Scotia Power filed its response to Lora Trachsel's DRO appeal, defending its billing practices following a cyber incident and meter replacement error, while Ms. Trachsel rebutted by requesting a full historical account audit.

M12846 · NSPI DRO Appeal - Billing Issues - Lora Trachsel

AI summary

NS Power's response (T-5, filed May 20, 2026) outlines a chronology of billing events under Matter M12846, attributing estimated billing to a cyber incident that disrupted meter data access beginning in 2025, with manual meter reading implemented from July 2025 and system restoration completed by March 31, 2026 (T-5, p. 6).
A meter replacement administrative error on the customer's account resulted in no billing from November 2025 until April 2026; NS Power applied a credit of $1,310.64 reflecting a 6,725 kWh overestimation on the April 2026 estimated bill after the customer submitted her own meter photograph showing a read of 15,118 kWh versus the estimated 21,843 kWh (T-5, p. 5; Confidential Attachment 1, p. 20–22).
NS Power maintained that meter #2283287 was tested at its Measurement Canada-accredited facility on November 19–20, 2025 and found to operate within prescribed accuracy limits, with results documented in Attachment 4; the customer retains the right to request independent Measurement Canada testing within six months for a $46.00 fee (T-5, p. 6; Attachment 4).
The DRO's Final Written Decision dated May 5, 2026 found that NS Power had appropriately billed the customer in accordance with Board-approved Regulation 5.1 following application of the $1,310.64 credit; NS Power agrees with this finding (T-5, p. 2, 6; Confidential Attachment 1, pp. 37–39).
In her rebuttal (T-6, filed May 20, 2026), Ms. Trachsel argues the investigation was insufficiently comprehensive, noting that corrections only occurred after she personally identified discrepancies, and requests the Board assess whether a full historical audit of all billing periods and independent verification of billing continuity surrounding the meter exchange are warranted given the acknowledged cyber and administrative failures.

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What was filed

Documents filed on this day

T-5 NSPI Response to Appeal (redacted) exhibits
T-6 Appellants Response to NSPI Reply (redacted) exhibits