Topic:"Billing Procedures" in M12413

DRO made decision on: july 24 2025 Type of complaint: Billing Issues Additional details: Hello My name is Adam Bowser I am writing to appeal this decision as it is unjust. The Provided documentation clearly shows that Ns power did not appl...

AI summary Adam Bowser is appealing a DRO decision regarding a billing issue with Ns Power, claiming that a credit for 2881 Kwh was not applied, and that an incorrect meter reading was used to charge him again. He also alleges bias from Don Farmer, the DRO, and disputes the accuracy of the billing calculation.

as read in March and that the current meter, read in July was 78733.00 for a total Kwh used of 6119. they applied a credit of 2400 Kwh with a cost of -$483.80 which brought my total owing to $728. 63 to which a -250.88 credit was applied t...

AI summary The customer is disputing an overcharge by NS Power, citing discrepancies in meter readings and credits applied, and alleging that the Hacking Scandal is being used to overcharge customers. They request a forensic audit and a re-evaluation of their bill to reflect payments already made.

e posted today leaving an outstanding balance of $220.64 (per ledger attached ($470.52-$250.00 =$220.64). NSUARB approved Regulations relevant to this matter are 2.2, 5.1 and 6.4 – copy attached. Although you understandably express your di...

AI summary The text addresses a billing dispute, emphasizing that NSP's responsibility is to deliver power to the meter, not control on-premise energy consumption. The NSUARB regulations 2.2, 5.1, and 6.4 are referenced, and an offer is made to test the meter for accuracy. The self-reconciling nature of estimated meter readings is also explained.

Mr Farmer I received three bills between March and July. The March bill has a new meter Reading of 72614.16, and a Last meter Reading of 69733.01, with 2881 Kwh used and that I owe $291.13 due by April 17th 2025. I payed $300 dollars by Ma...

AI summary Mr. Farmer is disputing the billing practices of Nova Scotia Power (NSP), claiming that the company incorrectly calculated his electricity usage and applied charges for previously paid energy consumption. He provided details of his payments and meter readings to support his argument.

N.S.Power Please provide me with N.S.Power's position in the matter as well as copies of relevant account statements, meter reading information, and relevant computerized notes or notices. Don Farmer, P.Eng. Dispute Resolution Officer From...

AI summary A customer, Adam Bowser, is disputing a power bill from NSP, claiming there is an error in the amount owed. He states that he has been making regular payments and that the bill for July 2025 is significantly higher than expected, especially during the summer when he does not use air conditioning. He also mentions a previous negative balance and concerns about potential system issues at NSP.

REDACTED Request IR-1: Please provide more information about Mr. Bowser' account with NS Power for : (a) When did the account start? (b) When was meter #2241226 installed at the property? What type of meter is it? (c) Was meter #2241226 te...

AI summary The document contains an information request and response regarding Mr. Bowser's account with NS Power, including details about the account start date, meter installation and testing, and NS Power's meter testing and maintenance schedules. The response includes specific dates and information about the meter type and testing procedures.

December 18, 2025 Dear Adam Bowser, Re: Account No. Meter No. 2241226 We are writing to confirm the results of your recent meter test. This test was conducted following your inquiry about electrical usage at your premises. Per our meter te...

AI summary NS Power confirmed that a meter test conducted at an accredited facility showed the meter is operating within prescribed accuracy limits. The customer is informed of the option to request a further test by Measurement Canada within six months at a fee of $46.00, with a potential credit if the meter is found inaccurate.

NON-CONFIDENTIAL Request IR-3: In its August 19, 2025, letter to the Board, NS Power suggested that the March 24 payment of $300 was applied against Mr. Bowser's account twice. It states on page four of the letter that Due to the cyber inc...

AI summary NS Power informed the Board that a sequencing error in billing occurred due to a cyber incident, leading to a double application of a March 24 payment of $300 to Mr. Bowser's account. The error was corrected in the July bill, which accurately reflects the correct balance and billing history.

March - May 2025 bill. The March 24 payment appeared only once: 23 16-May-25 Bill Period: 14 Mar 2025 to 16 May 2025 (63 days) Total Amount owing from last bill (March) $291.13 see note 1 Payment (3/24) -$300.00 Amount owing from last bill...

AI summary The document outlines a billing discrepancy involving a March - May 2025 bill, with questions raised about the recording of a March 24 payment, the number of payments received from Mr. Bowser, and the correct calculation of the bill. The focus is on billing procedures and customer service.

Bowser DRO Appeal (NSEB M12413) NSPI Responses to NSEB Information Requests 1 Request IR-4: 2 3 The March 14 to May 16, 2025, bill shows an "amount owing from last bill" of -$8.87. On page 4 4 of its letter to the Board dated August 19, 20...

AI summary The document discusses a billing error involving Mr. Bowser's electricity bill, where a payment was mistakenly applied twice, leading to a contradiction in NS Power's statements about the error and the correct amount owed. The issue involves the billing system and the accuracy of the amounts owed.

NON-CONFIDENTIAL (b) The bill was not produced manually. (c) (i) Under normal circumstances, the bill would have started with $291.13, which is the correct "amount owing from last bill." However, because billing was paused from April 24 to...

AI summary The document explains an error in a billing statement due to paused billing and ongoing payments. The system used a post-payment ledger balance to calculate the opening balance, leading to an incorrect 'Amount owing from last bill' display. The bill includes estimated consumption and correctly records two payments made during the service period.

CONFIDENTIAL (Attachment Only) 1 Request IR-7: 2 3 Customer invoices with the first meter read following an estimated bill show amounts over 4 or under paid netted against any new charges. This makes the bills difficult to compare and 5 un...

AI summary The text discusses a request for customer invoices related to estimated billing and the incorrect application of a provincial rebate, leading to an over-credit. The response indicates that the error has been identified but not corrected in the customer's account.

REDACTED Lisa Wallace Chief Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor P.O. Box 1692, Unit "M" Halifax, NS B3J 3S3 Re: M12413 – DRO Appeal – Adam Bowser Dear Ms. Wallace: In the Nova Scotia Energy Board'...

AI summary The Nova Scotia Energy Board has directed Nova Scotia Power Inc. to respond to an appeal by Adam Bowser regarding a disputed bill. Bowser questioned the accuracy of his July 2025 bill and referenced prior credits and payments, indicating confusion over the outstanding balance.

• July 24, 2025 – Mr. Bowser appealed the DRO's decision with the NSEB. NS Power agrees with the DRO's decision that NS Power has appropriately billed Mr. Bowser. Following the cyber incident, NS Power was temporarily unable to access mete...

AI summary NS Power provided an explanation for billing discrepancies caused by a cyber incident, which led to estimated billing and manual meter reading. Mr. Bowser appealed the DRO's decision, but NS Power agrees with it. The discrepancies were reconciled in the July bill, and the account balance is now accurate. NS Power apologizes for the confusion and offers to review the details with Mr. Bowser.

December 18, 2025 Dear Adam Bowser, Re: Account No. Meter No. 2241226 We are writing to confirm the results of your recent meter test. This test was conducted following your inquiry about electrical usage at your premises. Per our meter te...

AI summary NS Power has confirmed that the meter at Account No. 2241226 is operating within prescribed accuracy limits following a test conducted at an accredited facility. The customer is informed of the option to request a further test by Measurement Canada at a cost of $46.00, with potential for a refund if the meter is found to be inaccurate.

- a) Did NS Power's billing system record the March 24 payment twice, and if so, how did that happen? How and when was it corrected? - b) How many payments did NS Power receive from Mr. Bowser from January 1 to June 30, 2025? Please provid...

AI summary The document contains a series of questions regarding billing errors experienced by a customer, Mr. Bowser, including duplicate payments, incorrect billing dates, and a 'sequencing error' in the March May bill. The questions also inquire about the cause of the error, whether it was due to a software issue or a cyber attack, and if other customers were affected.

Request IR-4: - The March 14 to May 16, 2025, bill shows an "amount owing from last bill" of -$8.87. On page 4 - of its letter to the Board dated August 19, 2025, NS Power explains that a sequencing error - occurred - … because the system...

AI summary The document discusses a billing error involving Mr. Bowser's electricity bill, where a $300 payment was mistakenly applied twice, leading to discrepancies in the 'Amount owing from last bill.' NS Power's statements appear contradictory, and the Board is requesting clarification on the billing system's processes and the error.

Request IR-5: - NS Power's response on August 19, 2025, included a copy of the March to May bill which shows - the May 16 billing date, a $300 payment received on March 24 and a $250 payment on April 24. - NS Power's response to IR-3(c)(i)...

AI summary This request questions discrepancies in billing dates and payments for NS Power's March to May 2025 bill, including why the May 26 payment was not reflected and whether there were data inconsistencies between the billing and accounting systems.

Request IR-6: If the credit of $50.88 on the March to May bill is incorrect, why does the Statement of Account included in NS Power's August 19, 2025, response to the Board regarding Mr. Bowser's appeal (Attachment 1, page 8) show a paymen...

AI summary The document questions the accuracy of a $50.88 credit on Mr. Bowser's March to May bill, noting a discrepancy between the credit and a $300 payment recorded on May 26, 2025, as shown in NS Power's response to the Board.

Request IR-7: - Customer invoices with the first meter read following an estimated bill show amounts over or under paid netted against any new charges. This makes the bills difficult to compare and understand. Please reproduce the customer...

AI summary The document requests the reproduction of customer invoices for specific billing periods, highlighting the need for clarity in billing practices following estimated reads. It emphasizes the difficulty in comparing and understanding bills when adjustments are made after the initial estimate.

BACKGROUND AND SUBMISSIONS You have an account with NS Power for your property at , that started in 2021. Your complaint is that your bills do not reflect the amount of money you have paid to NS Power and your bills should be re-evaluated....

AI summary The customer is disputing their NS Power bill, claiming it does not reflect the amount they have paid and suggesting a credit is due. They argue that the March 18, 2025, bill may have failed to apply a credit for a prior payment or that the meter is malfunctioning due to an unusually high energy usage reading.

The most confusing part of your situation relates to the starting and ending amounts due on your bill. On the bill these are the "Amount owing from last bill" and "Amount Due". This relates directly to your concern that there are credits t...

AI summary The text explains the confusion regarding the 'Amount owing from last bill' and 'Amount Due' on NS Power bills, which relates to unapplied credits. A table is referenced to summarize these amounts.

As Shown on Printed Bills Bill Date Amount Owing from Last Bill Amount Paid Base and Energy Charges HST and Rebate Amount Due 1 March 18/2025 (Jan to March) 297.22 -600.00 565.63 28.28 291.13 2 May 16/2025 (March to May) -8.87 -550.00 483....

AI summary The text discusses the structure of NS Power bills, showing how the Amount Due from one bill becomes the Amount Owing from the last bill in the subsequent month. It highlights the typical relationship between these amounts and suggests that this pattern is consistent across other NS Power bills.

The Amount due on the March 18, 2025, bill was $291.13 so I would expect to see that amount as the starting point for the May 16, 2025, bill. Instead, the May 16, 2025, bill starting point is a credit of $8.87, a full $300 lower. Likewise,...

AI summary The text highlights discrepancies in billing amounts between March 18, 2025, and subsequent bills, noting a $300 difference in credits and amounts owing, suggesting an error in at least one of the three bills, while acknowledging that individual components of the bills appear correct.

, bill, that amount was inaccurate. Because the opening "Amount owing from last bill" was $300 too low it showed you having an Amount Due of -$50.88 when it should have shown as Amount Due of $249.12. The Regulations provide for meter test...

AI summary The customer disputes an error in their May 2025 bill, which incorrectly showed a negative balance. A meter test confirmed the meter was functioning properly, and the additional energy usage was attributed to the customer's side of the meter. The customer expressed dissatisfaction with NS Power's service and urged them to improve their procedures.