Topic:"Billing Procedures" in M12527

From: Kaydee K-W < > Sent: October 23, 2025 2:19 PM To: Board, NSUARB Subject: Fw: DRO Final Written Decision re MacKay Kincaid-Webster dispute wih N.S.Power re Charged too much on power bill Exercise caution when opening attachments or cl...

AI summary MacKay Kincaid-Webester is appealing a decision related to a dispute with N.S.Power regarding an overcharge on their power bill. They believe their energy consumption did not double between January periods and are concerned about the adequacy of the equal billing adjustment and potential errors due to a cyber breach.

MacKay Kincaid-Webster After review and consideration of all of the following and attached, my Final Written Decision in the matter follows. I will begin with my Role Statement as Dispute Resolution Officer (DRO) in matters of dispute betw...

AI summary The dispute involves a customer who believes they were overcharged under the Equal Billing Plan by Nova Scotia Power. The Dispute Resolution Officer (DRO) reviewed the case and found that N.S.Power appropriately billed the customer according to Regulation 5.3, which sets monthly billing amounts based on average kilowatt hour usage over the preceding 12 months. The customer may appeal the decision to the Nova Scotia Energy Board.

A) EQUAL BILLING PLAN (Not available to a Customer who is acquiring renewable low-impact electricity from an LRS) A customer (excluding a Customer who is acquiring renewable low-impact electricity from an LRS) may make application to the C...

AI summary The Equal Billing Plan allows customers (excluding those acquiring renewable low-impact electricity from an LRS) to receive monthly bills based on their average energy usage over the previous 12 months, adjusted for weather. The plan resets in January and July, with billing amounts recalculated based on usage history and credits/debits. The Company may refuse enrollment or remove customers with poor credit histories.

5.3 ALTERNATIVE BILLING PLANS A customer (excluding a Customer who is acquiring renewable low-impact electricity from an LRS) may request billing under the Group Billing Plan at any time. Under this plan the customer will be issued a group...

AI summary This section outlines the Group Billing Plan, which allows customers to receive consolidated bills covering all their accounts billed in the previous seven days. The bill is issued weekly and is due on the billing date, with interest charges applied if not paid within 17 days. Disputes require payment of the undisputed portion first.

role and asked NS Power to provide its position in the matter as well as relevant account documentation. This is referenced on pages 2 to 3 of 11 in the DRO file attached as Confidential Attachment 1 - October 20, 2025 The customer confirm...

AI summary The dispute involves a customer appealing NS Power's billing practices after service discontinuation. NS Power provided documentation showing the account was billed appropriately under the Board's Regulation 5.3. The DRO ruled in favor of NS Power, and the customer appealed the decision to the NSEB.

tached as Confidential Attachment 1. • October 23, 2025 – The customer appealed the DRO's decision to the NSEB. NS Power agrees with the DRO's decision that NS Power has appropriately billed MacKay. The customer requested disconnection on...

AI summary The customer appealed a DRO decision to the NSEB regarding billing practices after a cyber incident affected meter readings. NS Power adjusted the bill based on estimated usage, following Regulation 5.1, and the Equal Billing Plan (Regulation 5.3) was referenced for monthly billing under specific conditions.

s evenly over twelve months, with reviews in January and July to reflect actual usage. When service ends, the account is reconciled against actual consumption, and any outstanding balance becomes due. In this case, the customer's Equal Bil...

AI summary The document outlines the Equal Billing process for a customer whose service was terminated, explaining how the balance was calculated and reconciled. It also clarifies NS Power's role in delivering electricity and notes that customer usage depends on factors outside the company's control. The correspondence is marked as confidential.

NON-CONFIDENTIAL 1 2 Request IR-3: 3 4 (a) Please show or explain how the customer's current equal billing payment amount of 5 $137 was calculated. Include the data used for the consumption estimates, if 6 applicable. 7 8 (b) Please show o...

AI summary The document outlines the calculation of a customer's equal billing payments, explaining how the current amount of $137 and the previous amount of $81 were determined using consumption data, energy rates, fixed charges, taxes, and account balances. The calculations are detailed with specific figures and adjustments.

SUMMARY I understand you are seeking an explanation for the charges in the closing bill dated July 9, 2025, for after you disconnected the service in May 2025. You believe you were overcharged due to the high consumption recorded, and you...

AI summary The customer is seeking an explanation for charges on a closing bill dated July 9, 2025, following service disconnection in May 2025, believing they were overcharged due to high consumption and potential errors from a cyber incident. They also question the calculation of inadequate monthly payments under the Equal Billing Plan, leading to a large final bill.

The following table summarizes some of the key events in the evidence before the Board: Date Event July 7, 2023 You started account # with NS Power, meter #2375938. June 2024 You enrolled in the Equal Biling plan with NS Power. Your Equal...

AI summary The text outlines a customer's interaction with NS Power, including account setup, enrollment in an Equal Billing plan, billing adjustments, disconnection, and an appeal process involving the DRO and the Board. The meter was tested and found to be operating within accuracy limits.

NS Power's Regulation 5.3 states: EQUAL BILLING PLAN (Not available to a Customer who is acquiring renewable low-impact electricity from an LRS) A customer (excluding a Customer who is acquiring renewable low-impact electricity from an LRS...

AI summary NS Power's Equal Billing Plan allows customers (excluding those acquiring renewable low-impact electricity from an LRS) to apply for a twelve-month billing plan with monthly payments adjusted twice a year based on average usage and weather normalization. The plan includes provisions for estimating bills when there is insufficient historical data and outlines billing procedures at the end of equal billing periods.

on the customers' account. The new equal billing payment amount set in July is calculated on the preceding 12 month billing usage but does not include any new credits or debits incurred since January. Alternatively, if the total of the bil...

AI summary The document discusses billing procedures where the new equal payment amount is based on the preceding 12 months of usage, excluding recent credits or debits. Customers may pay or request refunds based on discrepancies between meter readings and monthly payments.

NOVA SCOTIA ENERGY BOARD IN THE MATTER OF: THE PUBLIC UTILITIES ACT - and - IN THE MATTER OF: A DRO Appeal regarding Billing by a customer of NOVA SCOTIA POWER INC. (NS Power) – Kincaid-Webster NON-CONFIDENTIAL INFORMATION REQUESTS To: Kat...

AI summary The Nova Scotia Energy Board has issued a non-confidential information request to Nova Scotia Power Inc. regarding billing practices under the Public Utilities Act. Responses are due by January 29, 2026, and the request was sent to Regulatory Counsel Kathleen Murray.

January 27, 2026 Mackay Kincaid-Webster Dear Mackay Kincaid-Webster, Re: Meter No. 2375938 We are writing to confirm the results of your recent meter test. This test was conducted following your inquiry about electrical usage at your premi...

AI summary NS Power confirmed that Meter No. 2375938 tested within accuracy limits. The customer is informed of the option to request a follow-up test by Measurement Canada at a cost of $46.00, with a potential credit if inaccuracies are found. NS Power also offers assistance with energy usage and billing programs.

SUMMARY I understand you are seeking an explanation for the charges in the closing bill dated July 9, 2025, for after you disconnected the service in May 2025. You believe you were overcharged due to the high consumption recorded, and you...

AI summary The customer is seeking an explanation for charges on a July 2025 bill following service disconnection in May 2025, believing they were overcharged due to high consumption and potential errors from a cyber incident. They also question the calculation of inadequate monthly payments under the Equal Billing Plan, leading to a large final bill.

The following table summarizes some of the key events in the evidence before the Board: Date Event July 7, 2023 You started account # with NS Power, meter #2375938. June 2024 You enrolled in the Equal Biling plan with NS Power. Your Equal...

AI summary The text outlines a customer's billing history with NS Power, including enrollment in the Equal Billing plan, adjustments to the billing amount, meter readings, disconnection of service, and an appeal process involving the DRO and the Board. The meter was later tested and confirmed to be operating within accuracy limits.

NS Power's Regulation 5.3 states: EQUAL BILLING PLAN (Not available to a Customer who is acquiring renewable low-impact electricity from an LRS) A customer (excluding a Customer who is acquiring renewable low-impact electricity from an LRS...

AI summary NS Power's Equal Billing Plan allows customers (excluding those acquiring renewable low-impact electricity) to have monthly bills based on average usage over the previous 12 months, adjusted for normal weather. The plan is reset in January and July, with adjustments made based on meter readings and account credits or debits.

on the customers' account. The new equal billing payment amount set in July is calculated on the preceding 12 month billing usage but does not include any new credits or debits incurred since January. Alternatively, if the total of the bil...

AI summary The document outlines billing procedures for customers, specifying that the new equal billing payment amount is based on the preceding 12 months of usage but excludes recent credits or debits. Customers may pay or request refunds depending on the comparison between monthly payments and actual billing based on meter readings.

Your usage and the cyber incident From the summary table above, your usage shown in the first three bills of 2025 was quite high, compared to the 2024 bills for the same months (highlighted in blue). You mentioned in your appeal that you d...

AI summary The customer's electricity usage in 2025 was significantly higher than in 2024, despite no changes to heating or cooling systems. NS Power stated that usage depends on various factors beyond their control. The customer raised concerns about potential errors due to a cyber incident, but the Board noted that the incident did not affect meter accuracy, and a test confirmed the meter was operating within acceptable limits.