Topic:"Affordability" in M12647

2025 CA/AEC/NSP Low-Income Working Group Report December 19, 2025

AI summary This document is the 2025 Low-Income Working Group Report prepared by CA, AEC, and NSP. It addresses issues related to low-income programs and affordability in the context of energy efficiency and utility services.

Non-Confidential 1 TABLE OF CONTENTS 2 3 1.0 Introduction 3 4 2.0 Low-Income WOrking Group 4 5 2.1 Support for Customers with Late Charges 5 6 2.2 Community Grants 7 7 2.3 Smart Meters and Billing Accuracy 8 8 2.4 Community Solar Garden 8...

AI summary The document outlines a table of contents for a proceeding, including sections on low-income working groups, customer support, community grants, smart meters, community solar gardens, and affordability dashboards. Appendices provide updates on credit and collections work from Q1 to Q4 2025.

- Affordability and reliability are the most important considerations for electric service customers - and are a priority for Nova Scotia Power Inc. (NS Power). There is no ability currently to set a - separate power rate or tariff for low...

AI summary The document highlights the importance of affordability and reliability in electric service for Nova Scotia customers, particularly low-income residents. NS Power, in collaboration with the AEC and CA, is working on credit and collections measures for low-income customers following the 2023-2024 GRA decision by the NSEB, which emphasized the significant challenge of energy poverty in Nova Scotia.

of home heating, medication, groceries, etc." [para. 110]. The Board also received many letters of comment in the present matter outlining the impact of power rates on low- and fixed-income customers. [411] The proposed review and consulta...

AI summary The Board acknowledges the impact of power rates on low- and fixed-income customers and endorses a review process led by NS Power, the Affordable Energy Coalition, and the Conservation Authority to assess past changes and establish a systematic evaluation methodology for future changes to NS Power's regulations.

DATE FILED: December 19, 2025 Page 3 of 16 1 2.0 LOW-INCOME WORKING GROUP 2 3 This is the third annual update on the CA/AEC/NS Power Low-Income Working Group (Working 4 Group). Following the 2023-2024 NS Power GRA, NS Power met with repres...

AI summary The Low-Income Working Group, comprising the Conservation Authority (CA), Alternative Energy Corporation (AEC), and Nova Scotia Power (NSP), met quarterly in 2025 to address issues affecting low-income customers. Topics included support for customers with late charges, community grants, and billing accuracy. A pilot program was proposed to waive interest charges for customers receiving financial support from charitable institutions, aiming to improve collections and customer relationships.

2.3 Smart Meters and Billing Accuracy - In response to customer complaints and media stories about billing accuracy, NS Power provided - information to the Working Group about smart meters. The information is included in the Q2 - Update on...

AI summary NS Power addressed customer complaints and media concerns about billing accuracy by providing information to the Working Group on smart meters. Over 95% of installed meters are smart meters, and no founded complaints of inaccuracy or overbilling have been reported. Resources are available to help customers lower their bills.

2.7 Affordability Dashboards - As noted above, the Affordability Dashboards reviewed at each Working Group meeting provide - information about several different customer metrics.

AI summary The Affordability Dashboards reviewed at each Working Group meeting provide information about several different customer metrics.

2.7.1 Low-Income Advocacy - The Affordability Dashboard tracks the number of calls to NS Power's in-house Low-Income - Advocate who is a member of the Customer Care team. The Low-Income Advocate meets with - energy poverty groups and deals...

AI summary The Affordability Dashboard tracks calls to NS Power's Low-Income Advocate and accounts discussed. Call numbers increased from 2022 to 2025, but accounts discussed dropped in 2025. Trends show higher activity in winter months, possibly due to challenges in paying bills and limited grant funding. No correlation was found between warm-weather calls and disconnections.

2.7.2 Arrears Trending with Regional Detail - The Affordability Dashboard each quarter shows the arrears information (by age) for the past 12 - months. In 2024, the percentage of customers in arrears ranged from a low of 3.68 percent in DA...

AI summary The Affordability Dashboard provides quarterly data on customer arrears, showing that in 2024, the percentage of customers in arrears ranged from 3.68 percent. This information is presented with regional detail and historical context over the past 12 months.

Agenda - 1. Recap of 2024 - 2. Ideas to Pursue in 2025 (beyond HARP / HEAT winter availability) - a) Support for customers with late charges - b) Community Grants - 3. Review Affordability Dashboard - 4. Open Discussion

AI summary The agenda outlines a meeting to recap 2024, explore ideas for 2025 beyond HARP/HEAT, review an affordability dashboard, and engage in open discussion. Key topics include customer support for late charges and community grants.

Affordability Dashboard Low Income Advocacy December 2024 Calls to NSPI LIA Accounts Discussed 2022 YTD Dec 2,269 4,847 2023 YTD Dec 2,881 4,475 2024 YTD Dec 3,120 4,733

AI summary The Affordability Dashboard presents data on calls to NSPI LIA accounts for low-income advocacy from 2022 to 2024, showing an increase in calls over the years.

Arrears Trending with Regional Detail • A total of 27,048 (4.46% of) active customer electric accounts showing signs of elevated risk as of December 31, ~0.4% higher than seasonally observed in past years, and particularly elevated in serv...

AI summary As of December 31, 27,048 active electric accounts (4.46%) showed elevated risk of arrears, with a slight increase compared to seasonal trends, particularly in the Northeast and Cape Breton regions.

Arrears Trending with Regional Detail • A total of 25,126 (4.13% of) active customer electric accounts showing signs of elevated risk as of March month-end, down significantly from the same time last year, although up slightly over Februar...

AI summary The document highlights a reduction in the number of active customer electric accounts showing elevated risk of arrears, with 25,126 accounts (4.13%) as of March, down from the previous year but slightly up from February. Regional challenges persist in Cape Breton, the Northeast, and some Western areas.

Nova Scotia Power continues to work closely with customers in arrears - Disconnections continue to be paused due to temperature considerations but remain a last resort and a small and diminishing percentage of the formal collections action...

AI summary Nova Scotia Power is managing customer arrears through payment arrangements and paused disconnections due to temperature considerations, with disconnections remaining a last resort. The percentage of disconnections has decreased from 3.9% in 2023 to 2.3% in 2024.

Equal-Billed Payment Plans Mix - The mix in plan term length in early 2025 is comparable to the 2024 mix. - The average point when a plan fails appears to be shifting earlier, although 2023-2024 will be skewed lower due to recency (ie, not...

AI summary The Equal-Billed Payment Plans Mix shows that the distribution of plan term lengths in early 2025 is similar to 2024. The average point when plans fail is shifting earlier, though 2023-2024 data is skewed due to recent plan inception. Failures in the first few months are consistent with previous years, with most failures occurring within the first 3-4 months.

Update on Credit and Collections Work Q3 2025 June 17, 2025

AI summary The document provides an update on credit and collections work in Q3 2025, focusing on efforts to manage outstanding accounts and improve customer service related to billing and payment processes.

Affordable Energy Coalition, Consumer Advocate and Nova Scotia Power Update on Credit & Collections Work Q4 2025 (October 3, 2025)

AI summary The document provides an update on credit and collections work in Q4 2025, focusing on the activities and processes related to managing customer accounts and financial obligations.

Agenda - Grassroots Grants Launch - Late Fee Forgiveness Pilot - Current Situation and Tactics - Review of Affordability Dashboard - Annual Report to the NSEB

AI summary The agenda includes initiatives like Grassroots Grants Launch and Late Fee Forgiveness Pilot, along with a review of the Affordability Dashboard and an Annual Report to the NSEB. These items suggest a focus on affordability and customer support in the regulatory proceeding.

Late Fee Forgiveness - On June 11, 2025, the NSEB approved a 12-month pilot allowing Nova Scotia Power to forgive late fees for accounts receiving payment from a third-party charitable organization. - The pilot concept arose from discussio...

AI summary The NSEB approved a 12-month pilot allowing Nova Scotia Power to forgive late fees for accounts receiving payments from third-party charitable organizations. The initiative aims to reduce financial strain on energy-affordable customers. The pilot runs from July 2025 to June 2026 and may reimburse late fees incurred prior to April 2025.

Background: - NS Power did not issue bills from April 25 until early June. - NS Power has not been charging late fees since April 25 and paused collection activity for several months. - We will not disconnect any residential customers in 2...

AI summary NS Power has paused billing and collection activities since April 25, avoiding late fees and disconnections for residential customers in 2025. While some customer accounts show improvement, others continue to accumulate debt. Support programs like HARP are being adjusted, with a new $400 threshold.

Tactics: - Help customers act on balances and stop them from growing. - Resume all collection outreach to customers, no mention of 'disconnecting service' in 2025. All language to focus on helping customers. - Include options to put overdu...

AI summary The tactics outlined focus on assisting customers with overdue balances through payment plans, increased HEAT fund contributions, and support programs. Emphasis is placed on helping customers rather than disconnecting service, with continued late fee waivers and grassroots grants. These measures aim to reduce disconnection rates and improve affordability.

Arrears Trending with Regional Detail • A total of 48,164 (7.89% of) active residential customer electric accounts have elevated arrears as of September month-end. This measure continues to improve month over month since peaking in June, b...

AI summary As of September, 7.89% of active residential electric accounts in Nova Scotia have elevated arrears, with 6% of accounts having arrears over 120 days. Average arrears amounts have increased consistently since last September, reaching $844.

Flevated Location Risk (#) Avg Arrears No Premise 2,484 $527 1.1396 Amherst 3,510 $870 9.36% Antigonish 1,410 $921 10.6396 Baddeck 780 $876 9.88% Barrington 880 $954 12.85% Bayside 4,223 $866 7.7696 Bridgetown 1,333 $908 9.72% Bridgewater...

AI summary The table provides data on elevated arrears by location in Nova Scotia, including the number of premises at risk, average arrears, and percentages. This information is relevant to understanding billing procedures and customer affordability within the regulatory process.

January 30, 2026 VIA EMAIL M12647 Participants: M12647 – Nova Scotia Power Inc. – NS Power/Consumer Advocate/Affordable Energy Coalition – Low-Income Credit, Collections and Disconnection Working Group Report In the Nova Scotia Utility and...

AI summary This document outlines the submission of a report by NS Power on the Low-Income Credit, Collections and Disconnection Working Group, which reviewed affordability issues for low-income customers. The report highlights findings from the Affordability Dashboard, including a decline in payment arrangements due to a cybersecurity incident and regional disconnection risks.

ast one payment; - disconnection risk by region is highest in Metro, followed by Cape Breton; and - the HEAT Funds were depleted earlier in 2025, even though funding for this program increased by 50%. NS Power proposed a pilot program to w...

AI summary NS Power proposed a pilot program to waive interest charges for customers in arrears receiving financial support from charities, which was approved by the Board in Matter M12171. A community grant program was also discussed, and concerns about smart meter accuracy and bill generation were addressed by NS Power.