Topic:"Billing Procedures" in M12600

Contact Information Name on account: Danielle Maillet Account number: \ \ \ \ \ \ \ Business contact: Account address: Address 1: \ \ \ \ \ \ \ Address 2: \ \ \ \ \ \ \ \ City: \ \ \ \ \ \ \ Province: \ \ \ \ \ \ \ Postal code: \ \ \ \ \ \...

AI summary Danielle Maillet is filing a complaint against Nova Scotia Power (NSP) regarding billing issues, service disruptions, and inadequate handling of a data breach. She reports ongoing issues accessing her online account, a large unexpected bill, and an unsolicited third-party credit monitoring subscription as compensation. She requests a bill waiver, a credit, and future charge freezes until service is restored.

Danielle Kristine Maillet NSPower Account #: To: NS Power Customer Service CC: Privacy Office, Billing Department, Legal Department Re: Data Breach, Billing Disruption, and Compensation Demand Dear NS Power, I am writing to formally expres...

AI summary Danielle Kristine Maillet is writing to NS Power to express concerns about a data breach and billing disruptions, demanding a full waiver of her current bill, a credit for an unsolicited service, and a freeze on future charges until online access is restored. She threatens to escalate the matter to regulatory bodies and seek legal consultation if unresolved.

omething that has happened and may still be happening. You are more than welcome to reach out to me if you need any follow up questions or if maybe i've not explained things very well. D.J.(customer) From: Painting-MacLean, Kimberly To: Pa...

AI summary This email exchange involves a customer, D.J., and Kimberly Painting-MacLean discussing estimated billing from NS Power. The email is part of a communication regarding billing procedures and customer service.

NS Power Cyber Incident Report Appendix B Page 1 of 7 Affected Regulatory Matters Report 2 - October 1 Report 3 - November 3 Report 4 - December 1 Latest update Forecast Restoration of Normal Activities Customer Billing Introduced NA Updat...

AI summary NS Power is addressing customer concerns related to billing during a cyber incident by offering flexible billing options, including Equal Billing, pay-what-you-can arrangements, and photo meter reads. The company has also waived late fees and interest and introduced an online form for submitting photo readings. Full restoration of normal billing activities is forecasted for March 2026.

NON-CONFIDENTIAL 1 Request IR-13: 2 3 (a) Please explain the process by which the utility currently estimates a monthly bill? 4 5 (b) Please provide details about the design limitations and tuning of NS Power's system 6 for estimating bill...

AI summary The document outlines a request to NS Power regarding the process of estimating monthly bills, the design limitations of their system, and their ability to access historical meter readings. It also references a cyber incident that caused the estimation logic to revert to a seasonal logic subroutine.

(c) Monthly breakdown of the total number of bills generated based on estimates is set out in the table below. All other bills would be based on true reads. Period Bills Issued Estimates % Estimates Pre-Cyber Incident 1,282,027 6,939 0.54%...

AI summary The text presents a monthly breakdown of the number of bills generated before and after a cyber incident, highlighting the significant increase in estimated bills post-incident. The data shows that the percentage of estimated bills rose from 0.54% pre-incident to 56.52% post-incident, indicating a major shift in billing practices.

NON-CONFIDENTIAL in understanding the breakdown, the following distribution of accounts by % True Read is below. (e) The estimation subroutine uses bills for a property in the last 12 months that fall in the same season as the current bill...

AI summary The document discusses the estimation subroutine used for billing, which relies on historical bills from the past 12 months and the same season as the current billing period. Photo reads are used when possible to adjust bills, but depend on image quality, and customers are informed if a photo cannot be used.

(g) Interest is not paid on utility payments above actual usage charges. This is consistent with the approach taken with equal billing arrangements where credits are provided. Where true reads do result in a credit on the account, there is...

AI summary The text discusses the handling of utility payments above actual usage charges, noting that interest is not paid on such payments and that customers can request refunds for credits. It also mentions the impact of a cyber incident on billing practices and the introduction of an online form for photo meter readings. A quote from Mr. Lanteigne regarding billing trends in November 2025 is included.

Minister of Energy – Accountability for Nova Scotia Power (NSEB M12600) NSPI Responses to Consumer Advocate Information Requests 1 Request IR-5: 2 3 Customer Account Collections 4 5 Reference: Exhibit 100853 - NS Power's Monthly Update #2,...

AI summary In response to a request regarding customer account collections, NSPI explains that late fees have been waived and collections paused since the incident. They emphasize working with customers to manage outstanding balances and avoid disconnection, highlighting a customer-centric approach.

NON-CONFIDENTIAL 1 (b) As noted in response to CA IR-8, NS Power adopted an approach to mitigating harm to 2 customers that adhered to, and in many cases exceeded, the standard recommended 3 measures that organizations across all industrie...

AI summary NS Power outlines measures to mitigate customer harm post-cybersecurity incident, including no late fees, no disconnections for non-payment, and offering interest-free payment plans. These actions align with industry standards and aim to reduce financial and service impacts on customers.

CONFIDENTIAL (Attachmen Only) 1 Request IR-10: 2 3 Customer Impacts 4 5 Question 6 7 (a) For each month following the Incident up to and including the most recent month of 8 actuals available, please provide: 9 10 (i) The total number and...

AI summary The document outlines a request (IR-10) to Nova Scotia Power Inc. (NSPI) regarding customer impacts from a cyber incident, including metrics on estimated bills, complaint resolution, service quality, and changes to billing methods. It also seeks policies and procedures related to handling customer complaints and potential method updates post-incident.

11 \ Note that June 2025 totals include bills from May bill cycles that were delayed by 12 cyber incident impacts; these bills were issued in June, but reflected charges for the 13 normal bill periods ending in May. April 2026 totals are a...

AI summary The document discusses billing issues related to delayed bills caused by a cyber incident in June 2025 and the tracking of complaints under the broader category of 'Billing'. It also references the Minister of Energy's accountability for Nova Scotia Power and related information requests by NSPI.

2 3 (a) Provide a complete timeline of NSP's recovery efforts from March 19, 2025 to the 4 present, including: 5 6 (ii) the number of customers receiving estimated rather than actual bills in each 7 month from May 2025 to April 2026; 8 9 (...

AI summary The document requests a timeline of NSP's recovery efforts from March 19, 2025, to the present, focusing on estimated billing practices and potential overcharging. A response directs to cybersecurity incident monthly updates for recovery timelines.

Please provide copies of any Direct-to-Customer communications sent specifically to those using equipment dependent on real-time measurements (TOU/Net-Metering) explaining why their specific billing functionality remains Unavailable or Del...

AI summary The response indicates that bill inserts were sent to customers in July and August, with specific communications targeted at Time-of-Use Rate Pilot participants. Net Metering customers do not rely on real-time measurements and had a high manual meter reading rate by August 2025.

NON-CONFIDENTIAL 1 Response IR-1: 2 3 (a) The requested bill samples are shown below. The data inputs and calculations for each bill 4 sample are included. 5 6 The samples were selected by using a random number generator to identify accoun...

AI summary The response to IR-1 provides bill samples generated using a random number generator to ensure diversity in bill cycles and periods. The Customer Information System (CIS) estimates missing bill readings using historical average usage data, without employing machine learning or trainable models.

2 3 On page 2 of Monthly Update #7, it is noted that the number of customer bills requiring 4 estimation has returned to normal levels, at around 2% percent or less. In response to IR 5 14(c), the utility provided a table indicating that t...

AI summary The utility, NS Power, expects to return to pre-cyber incident levels of estimated bills (2% or less) by April, with 1.44% of bills estimated. A breakdown of bills issued since meter connections were restored as of March 31, 2026, is provided.

Minister of Energy – Accountability for Nova Scotia Power (NSEB M12600) NSPI Responses to NSEB Information Requests 1 Request IR-18: 5 resumption of billing, including any discussions about the methods, processes or procedures 6 it would u...

AI summary The document outlines information requests and responses related to Nova Scotia Power's billing practices, including resumption of billing after a system incident and data retention policies. NSPI indicates that some documents are privileged but provides references to prior filings for context.

In the Matter of EVIDENCE OF ED MOLLARD M12600 JUNE 23, 2026 Nova Scotia Power Incorporated (NSPI) AN INQUIRY ABOUT THE IMPACT OF THE CYBER INCIDENT ON NSPI'S COLLECTION AND RETENTION OF CUSTOMER INFORMATION, CUSTOMER SERVICE AND COMMUNICA...

AI summary This document is pre-filed testimony from Ed Mollard on behalf of the Consumer Advocate regarding the impact of a cyber incident on NSPI's customer information management, customer service, billing processes, and regulatory matters. The testimony was submitted to the Nova Scotia Energy Board.

ort, Section 3.1, Pg 12. 4 M12273, Exhibit N-5 Refiled Incident Report, Section 3.2, Pg 14. 5 M12273, Exhibit N-5 Refiled Incident Report, Section 4. The Nova Scotia Energy Board initiated a proceeding to review the incident and NSP's resp...

AI summary The Nova Scotia Energy Board initiated a proceeding (M12273) to review an incident and NSP's response. NSP was required to submit an incident report by December 31, 2025. A separate proceeding (M12600) was created to investigate customer-service related issues arising from the 2025 NSP Cybersecurity incident, including privacy policies, billing accuracy, and communications with customers.

8.0 FINANCIAL IMPACTS ON CUSTOMERS As a result of the breach, several customer care systems and processes were disrupted, resulting in significant impacts to billing processes, AMI readings, and access to the online customer portal. NSP no...

AI summary The breach caused disruptions in customer care systems, affecting billing processes, AMI readings, and online access. NSP paused billing temporarily and used estimated bills based on seasonal usage, leading to customer complaints about overbilling.

In response to the 2026-2027 GRA compliance filing information requests,[78](#page-22-3) NS Power confirmed that its meter reading and billing processes have been restored to its pre-incident state. NSP notes its billing estimation is now...

AI summary NS Power has confirmed that its meter reading and billing processes have been restored to their pre-incident state, with billing estimation performing within the performance standard. However, customers have reported difficulties in contacting the customer care team, leading to a significant number of abandoned billing-related calls, especially during the incident response period.

As noted in NSP's monthly update 4, dated December 1, 2025, the Company introduced flexible payment options for customers such as equal billing, pay-what-you-can arrangements and photo meter reads. In InterGroup's view, an earlier introduc...

AI summary InterGroup recommends accelerating the implementation of photo meter reads and improving contingency billing methods after billing inaccuracies occurred due to the use of estimated bills. NSP acknowledges the need to review its backup billing systems, which are currently based on outdated logic.

- 1 NS Power continues to work with customers to offer payment options. The Company encourages - 2 any customers who have concerns to call the Customer Care Centre. Restoring all systems will - 3 take time, but the Company is providing fle...

AI summary NS Power is offering flexible billing options to customers affected by system outages, including Equal Billing and pay-what-you-can arrangements, while systems are being restored and up-to-date bills are being provided.

- 2 3, 2025 have been already addressed through the various materials provided as part of this - 3 proceeding, or will be as part of future proceeding deliverables, including NS Power responses to - 4 Board IRs issued on December 3, 2025....

AI summary The text references billing concerns related to an incident, noting that they have been addressed or will be addressed through materials provided in the proceeding and future deliverables, including NS Power's responses to Board IRs issued on December 3, 2025.

July 8, 2025 Since the cyber incident discovered on April 25, power meters have continued to function and gather accurate energy usage data from homes and businesses across the province. However, due to the cyber incident, the meters have...

AI summary A cyber incident on April 25 has caused power meters to function but not communicate data, leading to estimated billing. Meter readers are now visiting properties to collect actual usage data, with customers receiving estimated bills if access is not possible. Nova Scotia Power is addressing the issue and has provided information on adjusted billing processes.

Cybersecurity Accountability REDACTED continuity purposes. Given customer complaints about overestimated bills and inaccurate billings, it appears NSP's back up billing estimate methods should be further reviewed. We understand the CIS pla...

AI summary The document discusses NSP's billing estimation methods following a cybersecurity incident. Customer complaints about inaccurate billing led to a review of NSP's backup systems. NSP plans to replace the CIS platform by mid-2029 with more robust contingency methods. In the interim, the cloud-based AMI platform is being used to mitigate billing disruptions.

and while we continue to learn from the impacts of the Attack, we believe our actions demonstrate a well-coordinated and meaningful effort to keep customers informed throughout the recovery process. One of the other central issues in this...

AI summary The text discusses the company's response to a cyber attack, including steps taken to address billing issues and support affected customers. It highlights measures such as suspending late fees, offering payment plans, and deferring payments. The company emphasizes its commitment to transparency and cooperation with the Board during the proceedings.

July/August 2025 Bill Insert The post cyber billing experience continued to be detailed on NSPOWER.CA/BILLING. MyAccount is brought back online and awareness of its safety and the need to change passwords begins.

AI summary The July/August 2025 Bill Insert discusses the post-cyber billing experience and the reactivation of MyAccount on NSPOWER.CA/BILLING, emphasizing the importance of password changes for security.

Meter Reconnection Most meters have been reconnected to our digital billing system. We expect this process to be complete by March 31, 2026. With the ability to remotely read meters restored, your bills will return to normal and the need t...

AI summary Most meters have been reconnected to the digital billing system, with the process expected to be complete by March 31, 2026. This will restore remote meter reading and reduce the need for estimated bills.

Billing Accuracy If you received an estimated bill, it will be reconciled automatically once your meter is read (either remotely or in person). You will either receive a credit on your account, or we can work with you to smooth out any amo...

AI summary The document explains that estimated bills will be reconciled automatically once the meter is read, either remotely or in person, resulting in a credit or adjustments to future bills.

May/June 2026 Bill Insert Shared update on the billing system restoration and highlighted customer supports like Equal Billing. Our webpage nspower.ca/billing continues to have the latest information.

AI summary The May/June 2026 Bill Insert provides a shared update on the restoration of the billing system and highlights customer supports such as Equal Billing. Customers are directed to nspower.ca/billing for the latest information.

Energy Board: I am extremely concerned about the number of Nova Scotians who are experiencing inaccurate billing and lack of responsiveness from Nova Scotia Power. Since the cyberattack over eight months ago, NSP has continually relied on...

AI summary The Premier expresses concern over inaccurate billing and lack of responsiveness by Nova Scotia Power (NSP) following a cyberattack. Thousands of households continue to face estimated billing with full restoration not expected until 2026, leading to financial strain and eroded trust. The Premier calls for an investigation into NSP's billing practices, consumer protections, and potential financial penalties.

estimated billing and believe the type of review suggested by the Premier is an important step forward and we are committed to transparently providing this information to the NSEB and our customers. Nova Scotia Power views the NSEB Inquiry...

AI summary Nova Scotia Power acknowledges the Premier's concerns regarding estimated billing and customer communications following a cybersecurity incident. They confirm that the NSEB Inquiry (M12273) is the appropriate process to address these issues and have provided updates in their Incident Reports. They emphasize their commitment to resolving any billing mistakes and improving customer communication.

M12600 – Minister of Energy – Accountability for Nova Scotia Power Incorporated I acknowledge receipt of your letter to the Energy Board on December 3, 2025, expressing concern about the number of Nova Scotians who are experiencing inaccur...

AI summary The Energy Board acknowledges a letter regarding NS Power's billing inaccuracies and lack of responsiveness following a cyber-attack. The Board will investigate the fairness of estimated billing, consumer protections, system restoration timelines, financial relief options, and potential penalties. It also references ongoing cybersecurity inquiries and independent assessments.

M12600 – Minister of Energy – Accountability for Nova Scotia Power This proceeding will review the reasonableness of NS Power's actions relating to the following: - a. Collection and retention of customer information - b. Measures implemen...

AI summary This proceeding reviews the reasonableness of NS Power's actions regarding customer information handling, fraud mitigation after a cybersecurity incident, billing accuracy, and impacts on operations and regulatory processes, including the transition to IESO Nova Scotia.

Customer Billing and Customer Systems While meters have continued to accurately record electricity usage, the Incident disrupted customer billing processes, online self-service functions, and meter data integration. In the immediate respon...

AI summary The Incident disrupted customer billing processes, online self-service functions, and meter data integration. NS Power implemented estimated billing and manual meter readings as interim measures. Recovery efforts have restored core customer engagement channels, and operations are expected to return to normal in early 2026.

Ongoing Regulatory Matters As a result of the impacts noted above, several matters before the Board have been affected, including: • rates-related, - customer billing, - capital and ACE Plan, - financial reporting and statements, - Fuel Ad...

AI summary The document outlines how various regulatory matters before the Nova Scotia Energy Board have been impacted by an incident, including rates, billing, capital, financial reporting, and demand-side management. The Board is being kept informed of evolving impacts, and communication with stakeholders is emphasized.

Customer Billing As the Board is aware, customer billing has been affected by the Incident. NS Power continues to address any customer concerns as they may arise, but as discussed in the foregoing, the Company has implemented a manual mete...

AI summary Customer billing has been affected by an incident, leading NS Power to implement a manual meter reading process and waive late fees. The company has also paused collections activity since the incident occurred.

Customer Billing and Customer Systems As the Board is aware, customer billing has been affected by the Incident. NS Power continues to address customer concerns as they arise and take proactive steps to address customer questions about est...

AI summary NS Power has been addressing customer billing issues caused by a cybersecurity incident, including implementing manual meter readings, offering flexible billing options, and updating communication with customers through bill inserts and website content. Late fees have been waived, and efforts are underway to reconnect meters to the billing system by March 2026.

Thanks to our robust systems, ongoing investments, and the dedication of our people, we ensured that core operations and the electric grid continued uninterrupted – no power was lost to Nova Scotians. There is still much work ahead, and as...

AI summary Nova Scotia Power ensured uninterrupted operations during a recent incident, implementing recovery measures such as IT security upgrades and customer support options. They are addressing billing and payment challenges, removing social insurance numbers from systems, and working to reconnect meters with billing systems by the end of March.

Customer Billing and Customer Systems NS Power has continued to make progress in restoring customer billing capabilities. Smart meter connectivity has been re-established for most customers, enabling the ongoing collection of meter data ne...

AI summary NS Power has restored smart meter connectivity for most customers, with half of meters communicating to the billing system by January 2026. Over 84% of customers received actual reads in January 2026, and over 400,000 meters transmitted usage data. Work continues on re-establishing full billing platform integration, customer self-service portals, and communication tools.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Customer Billing Introduced NA Updated - Pulled...

AI summary The document outlines adjustments to project timelines related to customer billing, including the implementation of a manual meter reading process due to an incident. Measures such as waiving late fees and pausing disconnections have been taken to support customers. The first bills using over-the-air data were issued in December 2025, with over 84% of bills having true reads by January 2026.

mmittee, I am providing you with an update on Nova Scotia Power's ongoing efforts to support customers with estimated billing issues, strengthening internal controls, and business continuity planning. - 1. That, after a period of 60 days f...

AI summary Nova Scotia Power (NSP) updates the Committee on addressing customer billing issues post-cyber incident, including flexible billing options, paused collections, and use of a seasonal logic-based CIS system for estimated meter reads since 2019. Corrective measures include waived fees and communication via multiple channels.

b. Customer support mechanisms and communication strategies in the event of system issues. • As noted in (1), recognizing that the estimated billing process raised concerns amongst our customers, we have supported flexible options such as...

AI summary NS Power outlines customer support measures, including flexible billing options, community sessions, and communication strategies post-cyberattack. Efforts focus on reducing disconnections, improving transparency, and collaborating with regulators. Cybersecurity investments and stakeholder engagement are emphasized to address billing concerns and maintain grid reliability.

Customer Billing and Customer Systems NS Power has continued to make progress in restoring customer billing capabilities. Smart meter connectivity has been re-established for most of customers, enabling the ongoing collection of meter data...

AI summary NS Power has made progress in restoring customer billing capabilities, with smart meter connectivity re-established for most customers. The first bills using reconnected smart meter data were issued in December 2025, and over 90% of customers are expected to have accurate readings by February 2026. Integration of meter data into the billing platform is ongoing, and customer self-service capabilities are also advancing.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Customer Billing Introduced NA Updated - Pulled...

AI summary NS Power has made progress in restoring customer billing capabilities, with smart meter connectivity re-established for most customers. The first bills with data from reconnected smart meters were issued in December 2025, and as of February 2026, over 450,000 meters have successfully delivered usage information. The company aims to fully reconnect all meters by the end of March 2026.

PRELIMINARY ISSUES LIST The following issues will be dealt with in the public hearing on Board inquiry on Matter M12600 - Minister of Energy – Accountability for Nova Scotia Power, which is set to begin Monday, July 27, 2026: - 1. Privacy...

AI summary The preliminary issues list outlines topics to be discussed in a public hearing regarding Nova Scotia Power's accountability, focusing on privacy policies, governance, cybersecurity incidents, billing accuracy, and regulatory impacts.

Please refer to: David Roberts Email: [[email protected]](mailto:[email protected]) Assistant: Alissa Whalen Assistant's email: [[email protected]](mailto:[email protected]) March 23, 2026 VIA WEB PORTAL VIA EMAIL Cry...

AI summary The Consumer Advocate proposes adding two issues to the Preliminary Issues List for M12600: the impact of a cyber security incident on Nova Scotia Power's billing accuracy and the measures considered to maintain revenue from customer billing.

FINAL ISSUES LIST The following issues will be dealt with in the public hearing on Board inquiry on Matter M12600 - Minister of Energy – Accountability for Nova Scotia Power, which is set to begin Monday, July 27, 2026: - 1. Privacy polici...

AI summary The final issues list outlines key topics for a public hearing on Matter M12600, focusing on privacy policies, governance, risk management, customer data handling, cybersecurity incident impacts, billing accuracy, and regulatory implications related to Nova Scotia Power.

M12600 Nova Scotia Energy Board 1 (ii) the number of customers receiving estimated rather than actual bills in each month 2 from May 2025 to April 2026; 3 (iii) the total number of customers who may have been overcharged as a result of 4 e...

AI summary The document requests information on billing practices and the financial impact of a cyber attack on NSP, including the number of customers affected and the basis for cost recovery through regulated rates, given NSP's inadequate preparedness.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Customer Billing Customer Billing Introduced NA...

AI summary The document outlines adjustments to the completion timeline of customer billing projects, with meters restored to normal operation as of March 31, 2026, and updates to affected regulatory matters with reports scheduled through March 31, 2026.

39 Question 40 41 a. For each month following the Incident up to and including the most recent month of 42 actuals available, please provide: 43 44 i. The total number and percentage of customer bills that were estimated. 45 46 ii. The num...

AI summary The proceeding requests Nova Scotia Power Inc. (NSPI) to provide information on estimated customer bills following an incident, including metrics on estimated bills, customer complaints, service metrics, policies for handling complaints, methods used to estimate bills, changes post-incident, and whether interest is credited for overpayments.

Billing Estimations and Accurate Measurement IR-1. For customers on Time-of-Use (TOU) or Net-Metering rates whose data was lost or estimated, please provide the specific methodology used to determine the "peak" versus "off-peak" consumptio...

AI summary The document requests clarification on methodologies for estimating peak and off-peak consumption for customers on TOU or Net-Metering rates, and inquires about the number of single-phase meters requiring manual intervention for demand resets and how associated costs are classified.

Customer Communications IR-9. Provide the total volume of customer complaints received through the Customer Care Centre and TransUnion Contact Centre specifically categorized as Billing Inaccuracy or Estimation Dispute since the Restoratio...

AI summary The document requests information on customer complaints related to billing inaccuracies and estimation disputes since the Restoration Roadmap was published, as well as communications sent to customers using real-time measurement equipment regarding billing functionality delays.

Request IR-2: - a) How does the CIS subroutine work for a customer with net-metering? - b) Why did the utility not consider providing estimated credits for customers with net metering? - c) How many net-metering customers does the utility...

AI summary Request IR-2 contains a series of questions regarding the CIS subroutine, net-metering credits, reconciliation of bills, and customer validation of energy usage data. The questions focus on operational procedures, customer billing, and cybersecurity impacts.

Request IR-22: - NS Power's response to NSEB IR-12(a) (Exhibit N-2), NS Power said that "some customers - received bills closer together as NS Power caught up on billing after the pause from April 1 25 - - June 4". - a) Does this mean that...

AI summary NS Power responded to NSEB IR-12(a) by explaining that some customers received bills closer together after a billing pause. The question asks whether this means NS Power sent off-cycle bills and requests an explanation based on previous responses in Matter M12451.

Request IR-23: - In a letter to the Honourable Tom Taggart, MLA for Colchester North, Chair, Nova Scotia Standing - Committee on Natural Resources and Economic Development dated January 31, 2026, which - was attached to Monthly Update #5,...

AI summary NS Power discusses overpayment and underpayment scenarios following a cyber-incident, noting a decrease in refund requests and an increase in accounts in arrears. It highlights challenges with isolating actual overpayment and underpayment patterns and outlines steps taken to assist customers in arrears.

Request IR-25: - Have NS Power's billing practices relating to each of the following returned to their pre- - cybersecurity breach state, and if not, what is the current status and timeline when normal function - is expected to occur: - a)...

AI summary Request IR-25 asks whether NS Power's billing practices related to time-of-use/day rates, net-metering billing arrangements, and single-phase meters for demand billing customers have been restored to their pre-cybersecurity breach state, and if not, what the current status and expected timeline for restoration are.

ncluding what type of personal information was collected, for what purpose). - 5. Measures implemented to mitigate risk to customers from fraud and identity theft following the cybersecurity incident. - 6. Whether any third-party service p...

AI summary The document outlines a series of questions related to a cybersecurity incident at Nova Scotia Power, focusing on data collection, fraud mitigation, third-party involvement, billing accuracy, and regulatory impacts. It also references a regulatory proceeding (M12273) and the Board's correspondence from February 6, 2026.

ncluding what type of personal information was collected, for what purpose). - 5. Measures implemented to mitigate risk to customers from fraud and identity theft following the cybersecurity incident. - 6. Whether any third-party service p...

AI summary The text outlines a series of questions and issues related to a cybersecurity incident at Nova Scotia Power, focusing on data collection, risk mitigation, third-party involvement, billing accuracy, and regulatory impacts. It also references a regulatory proceeding (M12273) and related correspondence.

Customer Billing and Customer Systems Customer-facing services are now substantially restored, with capabilities reestablished through structured restoration and comprehensive assurance activities. Systems are operating with a high degree...

AI summary Customer-facing services have been largely restored with stable systems and rigorous testing. NS Power has restored meter connections and achieved estimated billing performance standards, focusing on helping customers with outstanding balances through flexible repayment options like Equal Billing.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Time of Use - Real Time Pricing Tariffs Introduc...

AI summary The document outlines adjustments to the completion timelines of several projects, including the 2026 RTP report, PortOps modelling for 2025, and the Cost of Service Breakdown model. It also notes that customer billing has returned to normal following meter restoration.

Customer Billing and Customer Systems Since the restoration of meter connections to the billing system in March 2026, NS Power continues to obtain true meter reads. NS Power has met the Performance Standards target for Customer Bills Estim...

AI summary NS Power has restored meter connections to the billing system in March 2026 and met performance standards for estimated customer bills in April, May, and June 2026. Customer platforms like My Account are progressing in restoring capabilities, with some delays due to dependencies and testing. Interim processes ensure service continuity during validation.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Time of Use - Real Time Pricing Tariffs Introduc...

AI summary This document outlines adjustments to the completion timelines of various projects, including changes to Time of Use - Real Time Pricing Tariffs, Extra Large Industrial Active Demand Control Tariff, and Customer Billing. The rationale includes the completion of modelling for the 2025 period and the restoration of meter connections to the billing system.

Customer Billing and Customer Systems On March 31, 2026, NS Power announced that billing operations had returned to normal. However, late payment charges and formal collection activities had not yet resumed. On July 15, 2026, NS Power anno...

AI summary NS Power announced the resumption of late payment charges and collection activities starting October 1, 2026, after billing operations returned to normal in March 2026. They also offer payment arrangements and the Equal Billing Plan to help customers manage their electricity bills.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Customer Billing Introduced NA Updated - Pulled...

AI summary The document outlines timeline adjustments for various projects, including billing operations and the Capital and ACE Plan. NS Power announced the resumption of late fees in October 2026 and the restoration of the PowerPlan in Q2 2026. The CIS Replacement Project is expected to be submitted to the NSEB in 2026.

NOVA SCOTIA ENERGY BOARD IN THE MATTER OF: THE PUBLIC UTILITIES ACT - and - IN THE MATTER OF: AN INQUIRY about the impact of the cyber incident on NOVA SCOTIA POWER INCORPORATED's collection and retention of customer information, customer...

AI summary The Nova Scotia Energy Board is conducting an inquiry under the Public Utilities Act regarding the impact of a cyber incident on Nova Scotia Power Incorporated's handling of customer information, customer service, billing processes, and regulatory matters.

INTERNATIONAL REPORTING INC. CERTIFIED COURT REPORTERS 1 where there's additional verification steps that are 2 required, so in the current process a copy of the 3 customer's identification and driver's licence is one of 4 those sources, w...

AI summary The discussion focuses on the verification and retention of customer information by Nova Scotia Power during account setup. It addresses the use of driver's licence information and whether it is retained in customer records.

INTERNATIONAL REPORTING INC. CERTIFIED COURT REPORTERS 1 head. I appreciate you finding the evidence for me. But 2 that would have meant that when the estimate was 3 completed, when the next bill came in, there would have 4 been a credit f...

AI summary The discussion highlights that a credit would have been issued to customers upon the completion of an estimate, but notes that many customers already carried existing credit balances. The context is tied to a meeting with the Committee for Natural Resources on November 25th and a response to MLA Taggart regarding a specific period in early November.

NOVA SCOTIA POWER PANEL 119 Cr-ex, (Roberts) 1 to 20th. 2 So the way, just to elaborate if I 3 could on the way the Customer Service Information 4 estimates bills for customers. As mentioned it is –– it 5 looks at seasons, but the legacy s...

AI summary Nova Scotia Power Inc. (NSP) explained that their legacy billing system estimated customer bills based on seasonal temperatures, leading to higher-than-expected bills in early November. In response, NSP implemented measures such as waiving late fees, offering real-time adjustments via an online forum, and contacting affected customers to correct estimates.

NOVA SCOTIA POWER PANEL 177 Cr-ex, (MacAdam) for TransUnion's myTrueIdentity service. So that would have been the specifics of why they were regional, because if they were happening in those areas at that time, we wanted to make sure that...

AI summary The discussion revolves around customer notification practices related to TransUnion's myTrueIdentity service, including the timing and scope of notices sent to customers. It also touches on phishing failure rates and the timing of customer sessions.

NOVA SCOTIA POWER PANEL 187 Cr-ex, (MacAdam) that was actually consumed in the premise would have been over or underestimated. And when we were able to obtain meter readings, the actual energy consumed would have been it would have been re...

AI summary The discussion focuses on billing discrepancies for residential and small business customers, particularly underbilling and the inability to reset demand rates for commercial customers, leading to variability in billing when readings were trued up.

NOVA SCOTIA ENERGY BOARD IN THE MATTER OF: THE PUBLIC UTILITIES ACT - and - IN THE MATTER OF: AN INQUIRY about the impact of the cyber incident on NOVA SCOTIA POWER INCORPORATED's collection and retention of customer information, customer...

AI summary The Nova Scotia Energy Board is conducting an inquiry under the Public Utilities Act regarding the impact of a cyber incident on Nova Scotia Power Incorporated's handling of customer information, customer service, billing processes, and regulatory matters.

NOVA SCOTIA POWER PANEL 367 Cr-ex, (Mahody) INTERNATIONAL REPORTING INC. CERTIFIED COURT REPORTERS get to the point in November where it was possible. And finally, I think one of the pieces I touched on yesterday that's important to reiter...

AI summary The discussion highlights Nova Scotia Power's efforts in December to implement photo meter reads, resulting in 500 account adjustments and 157,000 estimated bills. While the option was made available, there was limited customer uptake. The speaker emphasizes that prioritizing photo reads over field meter reading led to a less favorable outcome.

NOVA SCOTIA POWER PANEL 371 Questions, (Melanson) 1 scaled it up based on the evolving feedback that we were 14 estimation. And just for basic understanding, with the 15 AMI system, bill estimation is done through that system; 16 correct?...

AI summary The discussion focuses on bill estimation processes under the AMI system, with a question raised about whether the CIS system is used for this purpose. The response confirms that the AMI system is used for bill estimation.

NOVA SCOTIA POWER PANEL 383 Questions, (Melanson) say, information from September, for the first billing cycle in September, October, November or sorry; October, November basically? A. (Williams) That is correct. So the period of time that...

AI summary The discussion focuses on billing practices during colder weather seasons, specifically how the Customer Information System (CIS) estimates usage based on the date of the bill and the season. The conversation clarifies that data from the entire six-month cold weather period may be used for billing in November.

INTERNATIONAL REPORTING INC. CERTIFIED COURT REPORTERS 1 output is the output from the system. 2 A. (Lanteigne) I think and just 3 building on what the discussion that I was having with 4 Mr. Mahody earlier as well to, you know, recognizin...

AI summary The witness discusses changes in customer feedback and the promotion of a photo meter read option, noting that the Customer Information System cannot be updated to change estimation routines across the entire system. The witness also clarifies that the billing system produced the bills as generated, countering the suggestion that bills were manipulated to be higher.

1 know, if especially if a customer had been under- 2 estimated, as I talked about yesterday, or they had 3 underpaid or seasonal usage drove the impact, that that 4 definitely caused concerns for our customers that we've 5 been supporting...

AI summary The discussion focuses on customer concerns related to estimated billing scenarios, particularly when customers have underpaid or seasonal usage has affected their bills. It also touches on how the CIS system handles multiple estimated bills and the impact of restoring AMI to provide more accurate readings.

or bring it back to normal operations. A. (Lanteigne) And to clarify as well on your concern for opt-out customers specifically, I think, again, we've talked about how multiple estimated bills in a row obviously exacerbated some of the con...

AI summary The discussion addresses concerns related to billing inaccuracies, particularly underestimation of bills, and how reverting to a warm weather subroutine may have contributed to the issue. The focus is on improving billing accuracy and addressing customer concerns.

uation but to the underestimation situation where a large amount was outstanding. Is that partly due to the fact that because you reverted back to the warm weather subroutine, it created that problem? INTERNATIONAL REPORTING INC. CERTIFIED...

AI summary The discussion revolves around customer escalations related to billing concerns, with the speaker indicating that these issues were present prior to November and were not solely caused by a specific event in November. The speaker acknowledges that changes at the customer's premise could have influenced usage and billing.

NOVA SCOTIA POWER PANEL 423 Questions, (Deveau) 1 letter. And you know, intentionally just adding that at 19 I think to add to what Mr. Wiliams indicated, recognizing INTERNATIONAL REPORTING INC. CERTIFIED COURT REPORTERS 1 that the data t...

AI summary The text discusses a question raised regarding the Customer Information System (CIS) and whether it contained customers' Social Insurance Numbers, with the response indicating that such information had been purged from the system.

NOVA SCOTIA POWER PANEL 493 Questions, (Deveau) 1 Okay. Q. 8 A. (Williams) Exactly. So I'm 9 comfortable where we are right now ––– 10 Q. Okay. Yeah. 11 A. (Williams) ––– in continuing this 12 type of discussion. 13 Q. So I have number ––...

AI summary The document is a transcript from a regulatory proceeding involving Nova Scotia Power, discussing the adoption of personal information collection procedures and information management policies. The discussion centers on how these policies apply to Nova Scotia Power and its affiliates under Emera.

NOVA SCOTIA POWER PANEL 575 Questions, (Chair) 1 Q. It wouldn't surprise you? 2 (Lanteigne) Yeah, no, again, A. 3 we've talked about there were some cases where, yes, we 4 did see an increase in estimates in the month of November. 5 Q. And...

AI summary The discussion centers on billing practices and customer support measures, particularly regarding flexible payment options and the reversion to warm period billing in November. The witness explains that communication efforts focused on helping customers manage payments, especially during the cold season.

NOVA SCOTIA POWER PANEL 579 Questions, (Chair) 1 been talking about over the last several minutes with 2 regards to the shoulder season issue, it was not something 3 that you know, we had the awareness to make a change in 4 advance of Nove...

AI summary The discussion revolves around Nova Scotia Power's lack of awareness regarding the impact of the shoulder season billing issue before November 1st and the CIS system being overwhelmed by the unprecedented volume of billing disruptions. The system was functioning as intended, but the volume of work was a challenge.

INTERNATIONAL REPORTING INC. CERTIFIED COURT REPORTERS 1 is that Nova Scotia Power recognizes are the drawbacks. 2 A. (Lanteigne) Perhaps I can give 3 just two examples that help illustrate it. 4 So the first is it's a –– perhaps not 5 pre...

AI summary Nova Scotia Power discusses challenges related to billing practices, such as the complexity of removing late fee interest rates from bills and the system's complexity, which require significant programming and testing efforts to address.