Topic:"Billing Procedures" in M12556

Regulation 5.1 My meter is outside, freely and easily accessible. No need for special arrangements in accordance with clause "Estimated Reading" Regulation 6.4 1(d) attempt to resolve the matter in an informal manner. You have not resolved...

AI summary The customer is disputing a billing issue with Nova Scotia Power (NSP), citing estimated readings and discrepancies in billing practices. They have attempted informal resolution but feel ignored, and are requesting proper engagement, correction of charges, and compensation for time lost due to service disruptions.

Eugene Van Den Berg 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 between...

AI summary Eugene Van Den Berg, a Dispute Resolution Officer (DRO), outlines his role in addressing disputes between Nova Scotia Power (NSP) and customers. The customer disputes a September 2025 bill, claims that usage calculations are incorrect, and expects a credit adjustment. Meter readings were estimated for May and June 2025 and reconciled after an actual reading was obtained.

2. Incorrect usage! · Billing date: Sep 22, 2025 - · Usage-Bill-date: Mar 20 to Sep 16, 2025 - · Usage (net) 3,143 kWh as your number for usage net (54-days), so effectively from Jul 24, 2025 for 54-days, your bill then should show: 58kWh...

AI summary The text highlights a billing discrepancy, pointing out that the customer was over-billed for electricity usage over multiple periods. The customer calculates the over-billed amount based on average daily usage and challenges the accuracy of the 3,143 kWh net usage over 54 days, questioning how this figure was determined.

Billing Sep 22 new meter 63,824 per latest bill I read my meter this morning reflecting 65,522 @ 095257 (so a little before 10am today Nov 3) I read my meter again just now reflecting 65,528 @140739 (so a little after 2pm today Nov 3) That...

AI summary The customer is disputing their electricity bill, claiming overcharging based on meter readings. They argue that the base charge was incorrectly applied for six months and that the usage calculations do not align with actual consumption. The customer also highlights discrepancies in projected usage and expresses frustration with the billing process.

Eugene Van Den Berg 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 between...

AI summary Eugene Van Den Berg, as a Dispute Resolution Officer (DRO), outlines his role in resolving disputes between Nova Scotia Power (NSP) and customers. The customer disputes a September 2025 bill, claiming inaccuracies in usage calculations and requesting a credit adjustment. Meter readings were estimated for May and June 2025, but have since been reconciled with an actual reading in September 2025.

Eugene van den Berg From: Customer Relations Sent: Wednesday, November 5, 2025 13:59 To: [email protected] Cc: Customer Relations Subject: RE: 3 Nov email to the DRO from Eugene Van Den Berg re Electricity consumption errors A...

AI summary NS Power has provided documentation to the DRO regarding a customer's electricity consumption errors, confirming a scheduled disconnection and reconnection, and explaining that billing adjustments have been made to reflect actual usage following a meter read on September 16, 2025.

2. Incorrect usage! · Billing date: Sep 22, 2025 · Usage-Bill-date: Mar 20 to Sep 16, 2025 - · Usage (net) 3,143 kWh as your number for usage net (54-days), so effectively from Jul 24, 2025 for 54-days, your bill then should show: 58kWh pe...

AI summary The document highlights an over-billing issue by the utility provider, with the customer questioning the accuracy of the billing calculation. The customer points out discrepancies in the usage period and daily kWh rates, claiming that the billing period was double-counted for certain days, leading to an overcharge.

ntial Attachment 1 . - November 5, 2025 NS Power confirmed that consent had been granted on the November 27, 2025 L. Wallace subject account and provided its position to DRO, stating the following: […] NS Power confirms that there is a sch...

AI summary NS Power confirmed a scheduled disconnection and connection on November 10, 2025, and stated that the September billing was adjusted to reflect actual usage. The customer disputed the billing and made a partial payment. The DRO issued a final decision upholding NS Power's billing under Board Regulation 5.1.

gulation 5.1, N.S. Power has appropriately billed the Customer for energy consumed at (Account ). This is referenced on pages 16 to 18 of 21 in the DRO File attached as Confidential Attachment 1 . • November 6, 2025 – Mr. Van Den Berg resp...

AI summary NS Power asserts that it appropriately billed Mr. Van Den Berg for energy consumption, citing Regulation 5.1. Disputes arose due to billing overlaps and over-billing, with Mr. Van Den Berg appealing the DRO's decision to the NSEB. NS Power was affected by a cyber incident, leading to estimated billing and subsequent manual readings to reconcile discrepancies.

As actual readings were obtained, any discrepancies between estimated and actual consumption were reconciled through adjustments on subsequent bills, in accordance with Section 5.1 of the Regulations. Mr. Van Den Berg's bill dated May 23,...

AI summary The document outlines the billing process for Mr. Van Den Berg, where estimated consumption was adjusted based on actual meter readings. NS Power credited him for overcharged amounts on prior bills, resulting in a total credit of $806.87.

ly bills: $415.50 (May) + $391.37 (July) = $806.87. These amounts included energy charges for 3,934 kWh (2,032 kWh + 1,902 kWh) as well as the applicable base charges. November 27, 2025 L. Wallace and base charges previously billed in May...

AI summary This document outlines a billing reconciliation for Mr. Van Den Berg, confirming that estimated charges were removed and replaced with actual usage data. NS Power asserts that their role is to deliver electricity and not to control customer usage, which depends on various factors beyond their control. The correspondence has been sent to Mr. Van Den Berg and marked as confidential.

Van Den Berg DRO Appeal (NSEB M12556) NSPI Responses to NSEB Information Requests 1 Request IR-2: 2 3 (a) What was the appellant's total and average usage for the same 6 months in 2024? 4 5 (b) What was the appellant's total and average us...

AI summary The document provides responses from Nova Scotia Power Inc. (NSPI) to information requests from the Nova Scotia Energy Board (NSEB) in the context of a DRO appeal. The responses include the appellant's electricity usage for specific periods and details about meter testing procedures.

NON-CONFIDENTIAL 1 (d) Yes, this is due to limitations within CIS, as noted above. 2 3 (i) Yes. NS Power intends to replace its legacy CIS system and redesign its bills to 4 take advantage of new capabilities within that system, as discuss...

AI summary NS Power acknowledges limitations in its legacy CIS system and plans to replace it to improve bill readability. The current system's complexity and the need for a modernization initiative make interim changes impractical. The replacement project is expected to begin in mid-2026 with full implementation targeted for mid-2029.

Note, I could not remove the line numbering city consumption errors Acc: I am writi ing to formally declare a dispute on my bill dated Sep 16, 2025, and thus withholding payment

AI summary The customer is formally declaring a dispute on a bill dated September 16, 2025, and is withholding payment as a result.

Billing Sep 22 new meter 63,824 per latest bill I read my meter this morning reflecting 65,522 @ 095257 (so a little before 10am today Nov 3) I read my meter again just now reflecting 65,528 @140739 (so a little after 2pm today Nov 3) That...

AI summary The customer is disputing a billing error, claiming they were overcharged significantly on their September 22 bill. They provide meter readings and calculations to support their argument, asserting that the base charge was incorrectly applied for six months and that the projected usage by November 10, 2025, is inconsistent with previous billing patterns.

BACKGROUND You received your September 2025 bill with a balance owing of $580.18, which you did not agree with and indicated that the amount should be less. NS Power did not agree Document: 328166 with you and indicated that the amount you...

AI summary The customer disputes their September 2025 bill of $580.18, believing it to be incorrect, while NS Power asserts the charge is based on actual usage from March 20, 2025, to September 16, 2025.

Document: 328166 Your meter was tested on February 3, 2026, with the results provided to you and the Board on February 4th. The meter test indicated that your meter was operating within approved accuracy limits. Given this, the usage from...

AI summary The customer's meter was tested on February 3, 2026, and found to be within approved accuracy limits. Billing for the period from March 20, 2025, to September 16, 2025, should reflect actual usage, and any payments made during this time should be considered in calculating the total amount owing.

Your usage and the cyber incident Regarding your concern that the recorded usage might be an error caused by the cybersecurity incident, NS Power had explained in previous matters before the Board that the incident only affected NS Power's...

AI summary NS Power explained that a cybersecurity incident only affected communication with meters, not their accuracy. Meter test results confirmed they operated within expected accuracy limits, ensuring correct billing for the six-month period.

ANALYSIS & FINDINGS In several of your correspondences with the Board and the DRO, you noted being charged for overlapping dates. The overlapping dates you noted are from March 20, 2025, to March 25, 2025. The Board does not see overlappin...

AI summary The Board addressed a customer's concern regarding overlapping dates on bills, clarifying that the dates refer to months and years, not specific days. It recommended NS Power improve clarity by displaying full dates on bills. The customer's usage from March 20, 2025, to September 16, 2025, was calculated, and credits were applied for overcharged periods.

Request IR-1: Please provide a copy of all the bills NS Power issued for Eugene Van Den Berg, dating back to January 2023. Request IR-2: a) What was the appellant's total and average usage for the same 6 months in 2024? b) What was the app...

AI summary The document contains several information requests related to billing practices and customer service by NS Power. Requests include obtaining past bills for a specific customer, comparing energy usage across years, meter testing procedures, and the clarity of billing line items. The document also inquires about potential system limitations affecting billing detail.

Request IR-3: - Referring to your request A, B, and C: - a) Regarding "Small double billings from above based on your data overlaps:" Please provide the backup information you used to determine that there were overlapping days in the usage...

AI summary The text is a request (IR-3) asking for clarification on billing discrepancies, specifically regarding overlapping days, overbilling amounts, and the use of short-term average usage instead of actual usage from March to September.

Document: 328166 Your meter was tested on February 3, 2026, with the results provided to you and the Board on February 4th. The meter test indicated that your meter was operating within approved accuracy limits. Given this, the usage from...

AI summary A meter test conducted on February 3, 2026, showed the meter was within approved accuracy limits. The usage from March 20, 2025, to September 16, 2025, should be billed over six months, with the total amount owing considering this usage and any payments made during that period.

Your usage and the cyber incident Regarding your concern that the recorded usage might be an error caused by the cybersecurity incident, NS Power had explained in previous matters before the Board that the incident only affected NS Power's...

AI summary NS Power addressed concerns about billing errors due to a cybersecurity incident, explaining that the incident did not affect meter accuracy. Meter test results confirmed proper operation, and any discrepancies from estimated readings would be reconciled.

ANALYSIS & FINDINGS In several of your correspondences with the Board and the DRO, you noted being charged for overlapping dates. The overlapping dates you noted are from March 20, 2025, to March 25, 2025. The Board does not see overlappin...

AI summary The Board addressed a customer's concern about overlapping dates on bills, clarifying that the dates refer to months and years, not specific days. It noted that NS Power could improve clarity by including full dates on bills. The Board also explained that the customer's usage from March 20, 2025, to September 16, 2025, was 7077, and that NS Power must charge based on the approved rate and base charges over six months.