Topic:"Billing Procedures" in M12544

DRO made decision on: October 25, 2025 Type of complaint: Billing Issues Additional details: To whom it may concern, My initial email/complaint to the DRO was as follows... "Much of the communication I had with NS Power was via phone call,...

AI summary A customer reported a billing issue with NS Power, where a large seasonal rate bill was mistakenly withdrawn from their account despite assurances it would be resolved. The customer requested a bi-monthly billing cycle, but an incorrect bill was charged, leading to financial concern and follow-up calls with NS Power.

Liam (He/Him) Customer Care Associate, Nova Scotia Power Leslie Axford < > Thu, Sep 25, 2025 at 8:54 AM To: Nova Scotia Power Hi Liam, Just to clarify, are you saying that my bill over those 7 months was $2,141.86 and I will not be receivi...

AI summary Leslie Axford is disputing a large seasonal bill of $2,141.86 over 7 months, arguing it was incorrectly applied and that she did not agree to a seasonal billing arrangement. She also questions why she was being charged bi-monthly during that period and requests written confirmation to prevent future issues.

5.1 METER READING When reasonably possible, meters shall be read bi-monthly; however, the Company may read meters on a monthly basis.

AI summary The document specifies that meters should be read bi-monthly when reasonably possible, though the Company may opt for monthly readings.

ESTIMATED METER READING If the Company is unable to obtain a meter reading due to circumstances beyond its control, or due to the failure of the Customer to return a post card reading, then the amount of power and energy used by the Custom...

AI summary The document outlines procedures for estimating meter readings when actual readings cannot be obtained. If estimated readings occur five times consecutively, the customer must arrange for proper meter readings or face disconnection or meter relocation. Adjustments will be made if actual readings are later obtained.

METER READING IN RURAL AREAS Where electric service is supplied to a Customer in a rural area, the Company may adopt a post card meter reading system of monthly or bi-monthly meter reading. Under such system, the Company shall supply the C...

AI summary The document outlines a postcard meter reading system for rural areas, allowing customers to record and return meter readings via prepaid postage cards. The company may consider these readings as actual meter readings under this system.

ESTIMATED METER READINGS IN RURAL AREAS In those rural areas where the post card meter reading has been adopted, should the Customer fail to return the prepaid postage card, then the amount of power and energy used by the Customer shall be...

AI summary In rural areas using post card meter readings, if customers do not return the prepaid postage card, the company must estimate usage based on available data. Actual readings are required at least once every twelve months for bi-monthly meters and every six months for monthly meters.

gy consumption or applicable base fees until July 2025. Upon receiving the estimated July bill for seven months the customer contacted customer care, and the premise was removed from seasonal billing. On August 26 th the customer contacted...

AI summary A customer received incorrect estimated bills for seven months, leading to an overcharge. After contacting customer care and providing a correct meter reading, a corrected bill was issued, reducing the account balance. However, there was no credit balance to refund the customer.

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: Leslie A...

AI summary Leslie Axford is seeking resolution for an incorrect power bill of over $2100 charged by NS Power. Despite initial agreement that the charge was an error and a partial adjustment of $300, the issue remains unresolved after multiple communications with NS Power customer service.

Attachment Limits - Emera will not accept email larger than 50MB or emails containing high risk attachments like ZIP, EXE or others that could contain viruses. If you have a business need to send such an email, please contact the recipient...

AI summary Leslie Axford is communicating with NS Power regarding an unexpected bill increase and requesting assistance in resolving an issue with the billing cycle. She mentions a previous agreement to be on a bi-monthly billing cycle and a phone conversation where NS Power assured her the issue would be resolved.

١ ا until July 11. I emailed back asking for clarity, as I did not agree to a seasonal rate and had been billed bi-monthly since we took possession. I was met with an automatic reply email stating "at this time we are not managing email in...

AI summary The customer is disputing a seasonal rate applied to their account, as they were billed bi-monthly since taking possession and did not agree to the seasonal rate. They received an automatic reply from the company and reached out for assistance.

- August 26, 2025 Ms. Axford contacted NS Power requesting a bill adjustment after receiving two estimated bills showing a meter read of 32,523.59 kWh. She submitted a photo of the meter showing an actual read of 30,960 kWh. NS Power confi...

AI summary Ms. Axford contacted NS Power to dispute an overcharge on her electricity bill due to incorrect meter readings. NS Power confirmed the overcharge and initiated a billing adjustment. When the adjustment was not completed, Ms. Axford contacted the DRO to formally dispute the bill, leading to further communication between NS Power and the DRO.

[email protected] From: Les Sent: October 22, 2025 11:58 PM To: [email protected] Cc: Customer Relations Subject: Attachments: Re: DRO 22 Oct Re-Open FILE re Leslie Axford re Power 4. Response to my email abou dis...

AI summary The customer, Leslie Axford, contacted NS Power regarding an incorrect bill of $2142.86, which was due to a seasonal rate set by the previous owner. NS Power assured the customer that the issue would be resolved, including sending someone to read the meter and continuing the bi-monthly billing cycle.

has been granted on subject account The first attachment is a copy of the account ledger for the subject account. The second attachment is a copy of the meter reads obtained for the subject account. The subject account was connected to the...

AI summary The subject account was connected to a premise on October 25, 2024, under a seasonal rate. The customer did not receive their first bill until July 2025, leading to a dispute. After receiving an estimated bill covering seven months, the customer contacted customer care, and the premise was removed from seasonal billing.

gy consumption or applicable base fees until July 2025. Upon receiving the estimated July bill for seven months the customer contacted customer care, and the premise was removed from seasonal billing. On August 26th the customer contacted...

AI summary A customer was billed under a seasonal rate without being informed, leading to confusion and an overcharge. NS Power issued a corrected bill and applied a $100 goodwill credit. NS Power maintains that the account was billed appropriately.

\ \ EXTERNAL EMAIL / COURRIEL EXTERNE \ \ Exercise caution when opening attachments or clicking on links / Faites preuve de prudence si vous ouvrez une pièce jointe ou cliquez sur un lien Hello, I read through the attached documents and wa...

AI summary Leslie Axford inquires about discrepancies in her electricity bill and meter readings, noting that the estimated reading on her bill does not match the actual reading she took. She also confirms that she has no further responses required for the referenced matter.

December 22, 2025 Dear Leslie Axford, Re: Account No. Meter No. 2056840 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...

AI summary NS Power conducted a meter test for Account No. Meter No. 2056840 following a customer inquiry and confirmed the meter is operating within prescribed accuracy limits. The customer has the option to request a further test by Measurement Canada at a fee of $46.00, with a potential credit if the meter is found to be inaccurate.

Axford DRO Appeal (NSEB M12544) NSPI Responses to NSEB Information Requests 1 Request IR-1: 7 (g) Is it routine that NS Power continues existing billing/ payment/ streetlight rental 8 arrangements with the new account at the same address?...

AI summary The document outlines NS Power's responses to information requests related to billing arrangements, estimated bills, and the impact of a cyber incident on meter readings. It mentions the use of Advanced Metering Infrastructure (AMI) and compliance with Canadian meter regulations.

3 The total usage of 12,329 kWh divided by 354 days gives an average daily usage of 34.8 4 kWh. 5 6 (i) As noted in NS Power's Reply, Ms. Axford's account was not switched to standard bi-7 monthly billing until July 11, 2025. Prior to that...

AI summary The customer's account was initially on seasonal billing, which delayed the first bill until May 2025. Due to a cyber incident affecting the AMI network in April 2025, an estimated bill was issued. The customer provided an actual meter reading in August 2025, leading to a correction on the September 2025 bill after reconciliation.

NON-CONFIDENTIAL 1 (b) Automatic Payment was not noted on the November 4, 2024, bill because the Auto Pay 2 arrangement was not established until December 10, 2024, after that bill had been issued. 3 4 (c) Automatic Payment continued to ap...

AI summary The text explains that Automatic Payment was not reflected on the November 2024 bill because the arrangement was set up later, and continued to appear on the August 2025 bill as it was not cancelled until after the bill was generated. NS Power cannot disable Auto Pay as customers manage it through MyAccount.

CONFIDENTIAL (Attachment Only) 1 Request IR-8: 2 3 NS Power provided copies of Ms. Axford's bills in its response dated November 18, 2025. 4 The bill dated December 11, 2025, was estimated. 5 6 (a) Please explain why the December 2025 bill...

AI summary NS Power provided copies of Ms. Axford's bills in response to an information request. The December 2025 bill was estimated due to a cyber incident that temporarily prevented access to meter data. NS Power hired additional meter readers but was unable to read Ms. Axford's meter prior to the bill issuance.

Explanation of the 19,329 kWh Figure NS Power calculated 19,329 kWh of consumption using the billed usage reflected on the customer's account. An NS Power representative manually reviewed the billing records in CIS and used the billed cons...

AI summary NS Power calculated 19,329 kWh of consumption using billed usage from multiple billing periods, including estimated readings due to a cyber incident. The figure was used to determine the Equal Billing amount in a compliance filing, and the June 2026 bill was excluded to adjust for prior estimated consumption.

Actual Meter Read Information and Revised Consumption Review The June 2025 billing period was estimated because AMI communications had been disrupted by the cyber incident. Although consumption continued to be recorded by the meter, NS Pow...

AI summary NS Power explains that billing for the June 2025 period was estimated due to a cyber incident disrupting AMI communications. Actual meter reads are now available, showing consumption of 7,509 kWh between August 2025 and August 2026. This data is used to revise the Equal Billing amount and establish a more accurate Budget Settlement Plan.

Revised Budget Settlement Plan Based on the revised consumption review, NS Power has recalculated the proposed Budget Settlement Plan. The revised Equal Billing amount is $162.37 per month, rounded to $162, reflecting the customer's estima...

AI summary NS Power has revised the Budget Settlement Plan, adjusting the Equal Billing amount to $162 per month and setting a monthly arrears repayment of $80, resulting in a blended monthly payment of $242. The detailed calculation is provided in Attachment 1.

Operation of the Budget Settlement Plan If Ms. Axford elects to proceed with the Budget Settlement Plan, she would pay a fixed monthly amount of $242 throughout the 24-month repayment period. Her actual electricity consumption would contin...

AI summary The Budget Settlement Plan allows Ms. Axford to pay a fixed monthly amount of $242 over 24 months, with adjustments made to her account based on actual electricity consumption. The fixed charges have been updated to include a streetlight rental fee, and the arrears balance has been corrected to reflect the current account balance.

Part A) Equal Billing Amount Box A Total kWh use for 2025: 7509 _ Box B Total monthly fixed fees: $33.570 Details: $20.082 base charge Add a Box C Credit/Balance remaining on Note: A negative amount indicates BOX C account at the end of 20...

AI summary This section outlines the calculation for the 2026 equal billing amount based on 2025 energy usage and fixed fees. It includes applying the energy rate, adding fixed fees, adjusting for taxes and rebates, and factoring in any account credits or balances.

M12544 – Nova Scotia Power Incorporated – Appeal by Leslie Axford of a Decision of the Dispute Resolution Officer I am writing to you in response to your appeal on October 31, 2025, of a decision by the Dispute Resolution Officer (DRO), da...

AI summary Leslie Axford is appealing a decision by the Dispute Resolution Officer regarding an electricity bill, citing discrepancies due to a house under renovation and a potential cyber incident affecting the meter. The appeal involves questions about bill accuracy, meter functionality, and payment arrangements.

BACKGROUND AND SUBMISSIONS You have an account with NS Power for your property at , that you purchased in 2024. Your complaint has several parts to it. You feel your bills are unreasonably high and that you should receive a refund for your...

AI summary A customer is complaining about high NS Power bills, requesting a refund for a July bill of $2,142, and expressing concerns about meter accuracy following a recent cyber incident. The customer also claims they were incorrectly classified as a seasonal customer. The bill includes charges for energy, streetlight rental, and other fees.

FINDINGS To start, let me thank you for your patience in this matter. I understand that the unexpected withdrawal from your account has caused you financial hardship and stress, and waiting for information and decisions only adds to that s...

AI summary The customer was initially classified as a seasonal customer and later switched to standard billing. During the seasonal billing period, they were not charged for energy usage between November and April. However, due to a cyber incident, an estimated energy charge of $2,014.04 was issued in July 2025, leading to confusion and financial hardship.

- September 23, 2025 This bill covered the June 10 to August 26 time period, almost the exact same time period as the August 14 bill. However, the August bill was based on estimated energy usage, and your September bill is based on your se...

AI summary The customer received a corrected September 2025 bill after submitting a photo of their meter reading, which showed a significant difference between estimated and actual energy usage. NS Power credited the customer for the overestimated usage and applied the correct charges for the actual usage. However, in October 2025, NS Power read the meter again and charged the customer for 156 kWh, resulting in a new bill.

of the meter, the refund they processed, and the above calculations. - October 15, 2025 – NS Power was able to read the meter and recorded your energy usage of 156 kWh and charged you $56.44. I want to explain in a bit more detail about th...

AI summary The text explains a billing discrepancy involving NS Power and a customer's energy usage. NS Power overestimated the customer's energy consumption over nine months, leading to a rebate of $458.56 in the September bill to correct the error.

NS Power Bills – Leslie Axford, Account Energy Charge (ten days since you moved in) Estimated Energy for 7 months sincethe November reading Estimated Energy for 2 months since the July estimate Actual Energy used since November, refund for...

AI summary The document discusses an issue with estimated energy charges on a customer's bill, highlighting discrepancies between meter readings and estimates. The customer forwarded their bill to the Board, noting inconsistencies. NS Power provided an adjustment for the overestimation, which was resolved with a refund of $249.65.

I have also reviewed the payments you made against your bills. Based on what you have filed, NS Power has recorded all amounts you have paid against your account. I can find no instances where a payment you made was not recorded against yo...

AI summary The document confirms that NS Power has accurately recorded all payments made against customer accounts, with no instances found where payments were unaccounted for.

situation, made it even more stressful. I urge NS Power to review its standard operating procedures for new customers to ensure that it classifies them properly and provides adequate customer service. NS Power's estimates are also a source...

AI summary The customer expresses concern over NS Power's billing practices, highlighting improper classification of new customers and inaccurate estimation methods. The Board is separately investigating a cybersecurity incident, and the customer's experience with billing is being referred for consideration.

From: Leslie Axford Sent: November 21, 2025 3:16 PM To: Wallace, Lisa < Lisa. [email protected]> Cc: Murray, Kathleen ; Kelly Mason ; Forsey, Lisa ; Lanteigne, Chris ; Nakhatovych, Maryna < Maryna. [email protected]>; Ross, Jen...

AI summary The email discusses a customer's dispute over a $2141.86 seasonal bill from NS Power, highlighting confusion over billing cycles, lack of communication about rate changes, and concerns about meter accuracy. The customer also mentions a credit adjustment and the need for clarification on the billing calculation.

Request IR-1: - Ms. Axford started account #1638031-3 with NS Power at 61 Levy Road, Hackett's Cove, with - meter #2056840, on October 25, 2024. - The Usage Information Report dated October 24, 2025 showed NS Power did a true read (not - e...

AI summary Request IR-1 includes a series of questions raised by Ms. Axford regarding NS Power's meter readings, billing practices, and the impact of a cyber incident on her account. The questions focus on meter testing, billing accuracy, and communication practices.

Request IR-2: On July 11, 2025, NS Power switched Ms. Axford's account from seasonal to standard billing. - From the copies of Ms. Axford's bills provided in her appeal, Automatic Payment (PaySmart Plan) - was noted on the bills dated Dece...

AI summary NS Power switched Ms. Axford's account from seasonal to standard billing on July 11, 2025, and automatic payments were applied to her account on several bills. Ms. Axford raised questions about the setup of the payment plan, why automatic payment was not noted on her first seasonal bill, why it continued after the billing type was changed, and why NS Power could not disable the auto-pay arrangement.

Good afternoon, Ms. Axford's December 11th invoice was based on an estimated read of 33,329. On December 16th, the Company removed Meter which had an actual documented read of 31,984, and replaced it with Meter , which was installed with a...

AI summary The document discusses a billing adjustment for Ms. Axford due to a meter replacement. The old meter was replaced with a new certified meter, and the next bill will include an adjustment for the difference in readings. NS Power clarified that it is not responsible for customer energy consumption, which depends on various factors outside its control.

From: Leslie Axford Sent: January 8, 2026 1:07 PM To: Penney, Nicole Cc: Lisa Forsey ; Wallace, Lisa ; Jennifer Ross ; Kathleen ; Kelly Mason ; Blake ; Chris Lanteigne ; Sonia Liao Subject: Re: M12544 NSPI DRO Appeal - Billing Issues - Les...

AI summary Leslie Axford is disputing NS Power's billing practices, specifically the imposition of a street light rental charge without prior notification. She claims she requested bimonthly billing and was never informed about the street light charge during her communications with NS Power.

wed.with.the.customer.during.the.service connection.process¡.While.NS.Power.does.not.have.a.recording.of.the.call.with.Ms¡. Axford? these.discussions.are.standard.practice.at.the.time.of.connection¡ƒ As previously noted in my appeal, at no...

AI summary The customer disputes NS Power's billing practices, including the lack of disclosure about street light rental and seasonal billing, and inconsistencies in issuing cheques for billing inaccuracies. The customer highlights discrepancies in communication and requests accurate records of phone calls to prevent similar issues.

Board. I have also spoken with a family member who received a cheque from NS Power for a billing discrepancy recently. If this is not standard practice, why is this an option for some and not others? I appreciate the proposed adjustment to...

AI summary The customer reports billing discrepancies and expresses concern over inaccurate estimates, requesting in-person meter reads. They mention receiving a cheque for a billing error and question why this option is not universally available. They also note that previous assurances of in-person meter reads were not followed, leading to ongoing billing issues.

r response email... ƒNS.Power.did.not.discuss.a.meter.test.with.Ms¡.Axford.during.her.dispute.or.her. appeal with.the.DRO¡.The.meter.was.sent.for.testing.during.Ms¡.Axford"s.appeal.before.the. Board That statement is entirely inaccurate, a...

AI summary The text discusses a dispute between NS Power and Ms. Axford regarding meter readings and billing accuracy. Ms. Axford claims that NS Power did not conduct an in-person meter read during her appeal, while NS Power states that meter readings were estimated due to a cyber incident affecting the AMI network. The text highlights inconsistencies in NS Power's statements about meter readings and billing practices.

Request IR-8: - NS Power provided copies of Ms. Axford's bills in its response dated November 18, 2025. The bill - dated December 11, 2025, was estimated. - (a) Please explain why the December 2025 bill was estimated. - (b) Please provide...

AI summary The document contains a request (IR-8) seeking clarification on estimated bills, outstanding balances, and payment plans related to Ms. Axford's account with NS Power. It also requests copies of subsequent bills and details about any interest charged on the outstanding balance.

BACKGROUND AND SUBMISSIONS You have an account with NS Power for your property at , that you purchased in 2024. Your complaint has several parts to it. You feel your bills are unreasonably high and that you should receive a refund for your...

AI summary A customer submitted a complaint regarding high NS Power bills, requesting a refund for a $2,142 July bill, concerns about meter accuracy following a cyber incident, and incorrect classification as a seasonal customer. The bill includes charges for energy, streetlight rental, and a one-time connection fee, with some charges based on estimated meter reads.

NS Power Bills – Leslie Axford, Account Bill Date Balance Owing Energy Charges HST and Other Amount Due Seasonal Billing 1 Oct 25/2024 - - 12.65 12.65 2 Nov 4/2024 (Oct to Nov) 12.65 75.25 30.35 118.25 3 Dec 12/2024 (Nov to Dec) - - 26.78...

AI summary Leslie Axford received an unusually high energy bill of $2,141.86 in July 2025, which they attribute to being mistakenly placed on a seasonal billing plan and an estimated bill due to a cyber incident. They argue the bill is inflated and that the refund provided was insufficient. NS Power offered a $100 goodwill credit, which Axford found inadequate. A meter test confirmed it was operating within accuracy limits.

FINDINGS To start, let me thank you for your patience in this matter. I understand that the unexpected withdrawal from your account has caused you financial hardship and stress, and waiting for information and decisions only adds to that s...

AI summary The document explains the billing confusion experienced by a customer due to their initial classification as a seasonal customer and a subsequent cyber incident at NS Power. The customer was not charged for energy use during the November to April period, but was billed for estimated usage after the cyber incident, resulting in a large bill.

- September 23, 2025 This bill covered the June 10 to August 26 time period, almost the exact same time period as the August 14 bill. However, the August bill was based on estimated energy usage, and your September bill is based on your se...

AI summary NS Power issued a September 2025 bill that corrected an August estimated energy usage of 2,264 kWh to the actual usage of 700 kWh, resulting in a $302.17 refund. However, an October 2025 bill charged $56.44 for 156 kWh of energy usage after a meter reading was taken. The customer is seeking clarification on the discrepancy.

of the meter, the refund they processed, and the above calculations. - October 15, 2025 – NS Power was able to read the meter and recorded your energy usage of 156 kWh and charged you $56.44. I want to explain in a bit more detail about th...

AI summary NS Power provided an explanation regarding a customer's energy usage and billing discrepancies. They overestimated the customer's energy consumption over nine months and issued a rebate of $458.56 to correct the error.

I have also reviewed the payments you made against your bills. Based on what you have filed, NS Power has recorded all amounts you have paid against your account. I can find no instances where a payment you made was not recorded against yo...

AI summary The text confirms that NS Power has accurately recorded all payments made against customer accounts, with no instances found where payments were unrecorded.

DECISION Pursuant to the Public Utilities Act , the Board is responsible for the general supervision of all public electric utilities operating in Nova Scotia, including NS Power. Among other things, the Board's jurisdiction includes appro...

AI summary The Board has determined that NS Power billed the customer correctly based on meter readings, despite confusing billing practices. A meter test confirmed the meter was functioning properly, and the $262.84 charge in the October 2025 bill is accurate.

August 12, 2026 [[email protected]](mailto:[email protected]) Kathleen Murray Regulatory Counsel Nova Scotia Power P O Box 910 Halifax NS B3J Dear Ms. Murray: M12544 – NSPI DRO Appeal – Billing Issues – Leslie Axford The...

AI summary The Board requests clarification from NS Power regarding discrepancies in the calculation of a monthly payment arrangement for Leslie Axford, noting inconsistencies in the kWh data provided, including differences between meter readings and the historical consumption period referenced.

upon. The Board directs NS Power to provide an explanation for these discrepancies, and to provide the Board with the actual monthly meter reads for the most recent two-year period. Document: 332419 The Board also directs NS Power to clari...

AI summary The Board has directed NS Power to explain discrepancies in billing data and provide actual monthly meter reads for the past two years. Additionally, NS Power must clarify the functioning of the Equal Billing Plan and provide an example of how payments and adjustments would be handled if Ms. Axford's consumption differs from estimated amounts by 10%.

From: Leslie Axford Sent: September 1, 2026 3:30 PM To: Penney, Nicole Cc: Nguyen, Anh ; MacDonell, Rianne ; Cavanaugh, Marina ; Blake Williams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Rein...

AI summary Leslie Axford is inquiring about the payment plan for an outstanding balance, asking whether paying a portion upfront would save money and how over or under usage would be calculated. She is concerned about the accuracy of remote meter readings and plans to photograph the meter monthly to ensure accuracy.