Topic:"Billing Procedures" in M12338

DRO made decision on: June 2, 2025 Type of complaint: Billing Issues Additional details: My complaint is that the smart meters are flawed as well I believe the "Hackers" were in NS Power system long before they were detected. I have attach...

AI summary The complainant alleges that smart meters used by NS Power are flawed and that hackers may have accessed the system prior to detection. The complainant requests the waiver of the remaining bill and access to daily meter readings for verification. NS Power responded that the meter tested is within accuracy limits and offered further testing options.

being hacked - I would say the Hackers were in the system long before they were detected. This might also explain why I stopped getting my bills. I had received paper billings until this mess started. - You can see from the Meter reading p...

AI summary The customer is reporting issues with NS Power's meter readings, including missing data and inconsistent consumption numbers, and is critical of the company's response and customer service. The customer also mentions that NS Power internally prioritized meter removal due to an issue and that they were forced to pay a third party for testing, which they believe indicates potential data manipulation.

ing. - April 23, 2025 NS Power received an email from Ms. Dennis advising that she was in the middle of an appeal process and until that was completed, she would not be making a decision. Ms. Dennis noted that if NS Power continued to send...

AI summary Ms. Dennis was involved in an appeal process and requested payment extensions for her bills. NS Power granted extensions and re-enrolled her in the AMI program. Measurement Canada inspected her meter and found it compliant with regulations, resulting in no billing adjustments.

REDACTED 1 Request IR-1: 2 3 Please provide more information about Ms. Dennis' account with NS Power for 4 : 5 6 (a) When did the account start? 7 8 (b) Did NS Power explain MyEnergy Insights to Ms. Dennis at the time? Does MyEnergy 9 Insi...

AI summary The document contains an information request (IR-1) and response regarding Ms. Dennis' account with NS Power, including details about the start date of the account, billing methods, meter installation dates, and the use of MyEnergy Insights. The response indicates that NS Power did not explain MyEnergy Insights to Ms. Dennis at the time of account opening.

5.5 BILLING ADJUSTMENTS When a customer disputes the amount of electricity consumed from the meter, the Company shall: - a) Initiate a check on the meter reading to ensure the original reading was correct and advise the customer. - b) If t...

AI summary The document outlines the process for handling customer disputes regarding electricity meter readings. If a customer disputes their bill, the company will first verify the meter reading, then conduct a certified test if the customer remains unsatisfied, and finally allow for an independent test by Industry Canada.

… 7.1 SCHEDULE OF CHARGES … (i) Dispute Test Fee re satisfactory meter $46.00 … … We note that the "Dispute Test" provision clearly states that "If the meter, when tested, is found to be accurate, the customer is responsible for any outsta...

AI summary The proceeding discusses a billing dispute involving a customer who claims their meter may have been hacked, leading to high readings. Meter tests confirmed the meter was accurate, and the customer's request for a credit was denied. The Board also addressed the customer's use of a monitoring system and encouraged the use of NS Power's MyAccount platform for managing consumption.

(averaged 86.9 kWh/day) between December 18, 2024, and February 19, 2025, vs. 16 to 81 kWh/day (averaged 56.1 kWh/day) during the same period the year before. As the DRO mentioned in his decision, NS Power's responsibility is to deliver po...

AI summary The document discusses energy usage discrepancies and billing practices, noting that NS Power is responsible for delivering power but not for on-premise consumption. It also addresses the use of 15-minute billing cycles and customer options for dispute resolution.

Request IR-1: Please provide more information about Ms. Dennis' account with NS Power for - a) When did the account start? - b) Did NS Power explain MyEnergy Insights to Ms. Dennis at the time? Does MyEnergy Insights provide information on...

AI summary Request IR-1 seeks detailed information about Ms. Dennis' account with NS Power, including account start date, billing methods, meter installation dates and types, and access to energy consumption data through MyEnergy Insights. The request also asks for daily meter reads and copies of all bills issued.

Confidential Answer - Pg. 5 Pg.5) I number of concerns from this note. As stated previously, the Rep are arrogant and insist on making assumptions about things they have know way of knowing. I do not have electric heat as stated in this no...

AI summary The customer expresses frustration with NS Power representatives, citing unfair billing comparisons, lack of transparency, and inconsistent communication. They also mention hiring an electrician to investigate high consumption and note that many concerns from a DRO Complaint were not addressed.

Urgent Appeal Regarding Nova Scotia Power's Billing Practices, Infrastructure Failures, and Lack of Government Accountability To Whom It May Concern, I am writing on behalf of thousands of concerned Nova Scotians regarding the intolerable...

AI summary This urgent appeal highlights concerns about Nova Scotia Power's billing practices, infrastructure issues, and the lack of government accountability. Residents report excessive and unexplained bills, rate increases, and problems with smart meters, causing financial and emotional distress.

5.5 BILLING ADJUSTMENTS When a customer disputes the amount of electricity consumed from the meter, the Company shall: - a) Initiate a check on the meter reading to ensure the original reading was correct and advise the customer. - b) If t...

AI summary The document outlines the process for handling customer disputes regarding electricity meter readings. It details steps such as verifying the original reading, conducting an 'As found Meter Test' at a certified facility, and allowing for an independent test if the customer remains unsatisfied.

… 7.1 SCHEDULE OF CHARGES … (i) Dispute Test Fee re satisfactory meter $46.00 … … We note that the "Dispute Test" provision clearly states that "If the meter, when tested, is found to be accurate, the customer is responsible for any outsta...

AI summary The document discusses a billing dispute involving a customer who claims their meter is flawed and that a cyber incident may have affected their billing. Meter tests confirmed the meter was accurate, and NS Power explained that the cyber incident did not impact billing methods. The customer's request for a credit was denied due to lack of evidence supporting the claim.

(averaged 86.9 kWh/day) between December 18, 2024, and February 19, 2025, vs. 16 to 81 kWh/day (averaged 56.1 kWh/day) during the same period the year before. As the DRO mentioned in his decision, NS Power's responsibility is to deliver po...

AI summary The document discusses energy consumption discrepancies between two periods, clarifying NS Power's responsibility and the irrelevance of previous occupants' usage data. It also explains the 15-minute billing cycle and clarifies that customers are not forced to use the DRO process before pursuing legal action.