P-3NSPI Reply to Appeal - Redacted
6 passages
- November 20, 2025 Ms. Patel contacted the DRO to formally dispute her bills for the period of March 2025 to November 2025 and requested a review of her account. She expressed concerns about higher-than-expected charges following the cybe...
AI summary Ms. Patel disputed her electricity bills due to higher-than-expected charges following a cyber incident and requested a recalculation based on actual consumption. The DRO advised her to first contact NS Power through their Customer Relations channels before proceeding with a formal dispute. NS Power explained that they are unable to retrieve meter data remotely and are continuing to use estimated billing until this issue is resolved.
ly it to the bill. As a result, we are continuing to provide billing in two ways: estimated bills and physical meter reads. Our customers will never pay for power they do not use. Any differences between estimated and actual usage will be...
AI summary NS Power is providing estimated bills and physical meter reads to customers due to meter reading challenges. Customers are advised to pay estimated amounts or amounts from the same period last year. NS Power will adjust bills based on actual meter reads once available, and no interest or late fees are charged during this period. The account ledger and meter reads are referenced in a confidential attachment.
t the actual usage. NS Power attached the account ledger and meter reads for the subject account . This is referenced on pages 8 to 11 of 25 in the DRO file attached as Confidential Attachment 1 . - November 29, 2025 The DRO emailed Ms. Pa...
AI summary NS Power provided meter reads and account details to the DRO, leading to a reconciled bill based on actual usage. Ms. Patel disagreed with the resolution and requested a Final Written Decision, citing concerns over the adjustment and reliance on estimated usage prior to receiving the actual meter read.
hed as Confidential Attachment 1 . - December 9, 2025 Ms. Patel appealed the DRO's decision with the NSEB. NS Power agrees with the DRO's decision that NS Power has appropriately billed Ms. Patel. Following the cyber incident, NS Power was...
AI summary NS Power agrees with the DRO's decision regarding Ms. Patel's billing following a cyber incident that disrupted AMI data transmission. Estimated bills were issued until manual readings could be conducted, with adjustments made on subsequent bills in accordance with Section 5.1 of the Regulations. Ms. Patel appealed the DRO's decision to the NSEB.
7.60, with a base charge of $38.34, bringing total charges before tax adjustments to $365.94. Copies of Ms. Patel's bills from 2025 have been attached as Confidential Attachment 3 for reference. An actual meter read was obtained from Ms. P...
AI summary Ms. Patel's billing history from 2025 shows discrepancies between estimated and actual meter readings, leading to adjustments in charges. NS Power corrected previous overestimations by crediting amounts and applying accurate charges based on actual meter reads obtained in July and subsequent estimated readings.
the September 17 estimated bill, ensuring that Ms. Patel was not charged twice for the same period and that her account reflected only the most recent estimate until an actual read could be obtained. On December 1, 2025, Ms. Patel submitte...
AI summary Ms. Patel was initially billed based on an estimated reading, but after submitting an actual meter reading, her account was adjusted to reflect the correct usage. NS Power ensured she was only charged for the additional electricity used beyond the estimate and did not apply late fees or penalties during the reconciliation process.
P-5NSPI (NSEB) RIR-1 to RIR 4 - Redacted
5 passages
CONFIDENTIAL (Attachment Only) 1 Request IR-1: 2 3 On December 29, 2025, NS Power explained that the estimated usage in Ms. Patel's May 4 2025 bill was based on historical consumption data for the property and seasonal factors. 5 6 (a) Whe...
AI summary The text is a regulatory proceeding document containing a request and response regarding NS Power's billing practices for Ms. Patel's account. The request includes inquiries about account start date, meter type, historical bills, and the methodology used to estimate energy usage with seasonal factors.
3 (d) Prior Prior Prior Usage Per Previous Avg Prior Year Year Year Day Revenue Season Read Current Usage Revenue Season Prior Year Metered Billed Meter Days w/Multiple Account Bill Date Year/Mth Flag Date Read Date Days Estimated Usage pe...
AI summary The text presents a table with historical and current billing data for an account, including revenue, usage, and metering information. It includes details on prior and current year usage, estimated usage per day, and billing dates. This data is used for tracking energy consumption and billing accuracy.
6 (e) (-) Prior Prior Prior Usage Per Previous Avg Prior Year Year Year Day Revenue Season Read Current Usage Revenue Season Metered Billed Meter Days w/Multiple Account Bill Date Year/Mth Flag Date Read Date Days Estimated Usage per Day Y...
AI summary The table provides billing information for an account, including revenue, usage, and meter data across different periods. It highlights estimated usage, billing details, and prior year comparisons. The data includes dates, usage per day, and notes on estimates and skipped readings.
9 (f) Prior Prior Prior Usage Per Previous Avg Prior Year Year Year Day Revenue Season Read Current Usage Revenue Season Prior Year Metered Billed Meter Days w/Multiple Account Bill Date Year/Mth Flag Date Read Date Days Estimated Usage pe...
AI summary The table presents a detailed breakdown of energy usage and billing information for a specific account, including revenue, estimated usage, and billing dates. It includes data from prior years and the current year, highlighting variations in usage and billing patterns.
Patel DRO Appeal IR-1 Attachment 1 has been removed due to confidentiality. 1 Request IR-2: 2 3 (b) Ms. Patel was set up on MyAccount on January 5, 2023. Customers with MyAccount 4 automatically have access to MyEnergy Insights (MEI). Plea...
AI summary The text discusses a customer's appeal regarding billing inaccuracies following a cyber incident that affected MyEnergy Insights (MEI). Ms. Patel provided a meter reading, leading to a reconciled bill, but raised concerns about estimated consumption charges. The DRO is asked to explain how NS Power calculated the reconciled bill and adjusted estimates using available data.
101951Board Interim Decision (redacted)
9 passages
SUMMARY I understand you are seeking an explanation for NS Power's method of usage estimation in your bills and its reconciliation of the charges after you provided a meter reading. You believe that NS Power did not follow Regulations 5.1...
AI summary The user is seeking an explanation for NS Power's method of usage estimation in bills and its reconciliation of charges after providing a meter reading. They believe NS Power did not follow Regulations 5.1 and 6.4 transparently and that a system failure after the 2025 cyber incident caused a financial burden. They request transparent reconciliation of charges for accurate billing.
The following table summarizes some of the key events in the evidence before the Board: Date Event January 6, 2023 You started account Halifax, with $126 security deposit. July 16, 2024 NS Power started your connection at May 16, 2025 NS P...
AI summary The document outlines a series of billing events between a customer and NS Power, including estimated bills, reconciled bills, and a dispute with the DRO. The customer appealed the DRO's decision to the Board, citing unresolved billing concerns.
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.
POST CARD METER READING In the event that the Company is unable to obtain meter readings, for billing purposes, during the Company's normal business hours, having exercised due diligence in the usual practice of meter reading, it may leave...
AI summary The document outlines a procedure for obtaining meter readings when the Company is unable to do so during normal business hours. It specifies that a prepaid postage card will be left for the customer to record the reading and return it to the Company.
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 reading or face disconnection or meter relocation. Adjustments will be made if actual readings are obtained later.
6.4 DISPUTED BILLING FOR ELECTRIC SERVICE - (1) Where a customer advises the Company that all or a portion of his bill or any matter relating to the provision of electric service is in dispute, the Company shall: - (a) record the date, tim...
AI summary This section outlines the procedures for handling disputed billing for electric service. It requires the company to investigate disputes, attempt informal resolution, and pay undisputed arrears within five days. If unresolved, the Dispute Resolution Officer will make a decision, with the customer having 12 days to appeal to the Board before disconnection can occur.
On December 8, 2025, you told the DRO that you did not agree the matter was resolved following the reconciled bill NS Power issued using the meter reading picture you provided. You voiced your concerns regarding the estimates after the cyb...
AI summary The customer disputed the accuracy of estimated bills issued by NS Power following a cyber incident, citing discrepancies between estimated and actual consumption. NS Power explained that estimated bills were based on historical usage patterns and seasonal flags, and that discrepancies were reconciled through subsequent adjustments.
The estimated bill dated May 16, 2025 (summer) NS Power used historical usage from the May and July 2024 bills from the previous occupant of the property and your September 2024 bill (your first bill at since your connection started on Jul...
AI summary NS Power calculated the estimated bill for May 16, 2025, by using historical electricity usage data from the previous occupant and the current occupant's first bill. The average daily usage was calculated and applied to estimate the usage for the period between March 14 and May 16, 2025.
The bill dated December 5, 2025 This bill was issued off cycle based on the meter read you provided NS Power on December 1, 2025. In response to the Board's information request IR-3, NS Power explained that the meter read from your photo (...
AI summary A bill was issued off-cycle due to a higher meter read provided by the customer on December 1, 2025, compared to an estimated read from November 18, 2025. NS Power charged for the 271 kWh difference without adjusting the previous estimated bill, as explained in response to the Board's information request IR-3.
101080NSEB (NSPI) IR-1 to IR-4
3 passages
Request IR-1: - On December 29, 2025, NS Power explained that the estimated usage in Ms. Patel's May 2025 - bill was based on historical consumption data for the property and seasonal factors. - a) When did Ms. Patel start account #2405524...
AI summary The document contains two requests (IR-1 and IR-2) from a regulatory proceeding in which a customer, Ms. Patel, is seeking clarification on billing practices and energy usage estimates by NS Power, including the use of historical data and seasonal factors, as well as the availability of MyEnergy Insights for detailed billing information.
Request IR-3: - On November 28, 2025, NS Power mentioned to the DRO that if a customer provides a picture of - their meter read, NS Power will adjust the bill based on the actual usage. - Ms. Patel provided the picture of her meter reading...
AI summary NS Power adjusted Ms. Patel's bill after she provided a meter reading picture following a cyber incident. Ms. Patel raised concerns about the accuracy of consumption estimates and high consumption during one billing cycle. The DRO is asking NS Power to explain billing calculations, estimation methods, and plans for improving communication and handling of billing inquiries post-cyber incident.
Request IR-4: - On December 29, 2025, NS Power mentioned that Ms. Patel's July 2025 bill included a deposit - refund and interest credit. It explained that the security deposit equals three months of service - and that when Ms. Patel reach...
AI summary NS Power informed Ms. Patel that her July 2025 bill included a refund and interest credit related to a security deposit. The deposit equals three months of service and was returned after two years of satisfactory payment history. The request seeks clarification on when the deposit was made, how it was calculated, and how interest was determined.
101951Board Interim Decision (redacted)
8 passages
SUMMARY I understand you are seeking an explanation for NS Power's method of usage estimation in your bills and its reconciliation of the charges after you provided a meter reading. You believe that NS Power did not follow Regulations 5.1...
AI summary The customer is seeking an explanation for NS Power's method of usage estimation in their bills and its reconciliation of charges after providing a meter reading. They believe NS Power did not follow Regulations 5.1 and 6.4 transparently and that a system failure after the 2025 cyber incident imposed a financial burden on them. They request a transparent reconciliation of charges based on accurate usage.
The following table summarizes some of the key events in the evidence before the Board: Date Event January 6, 2023 You started account Halifax, with $126 security deposit. July 16, 2024 NS Power started your connection at May 16, 2025 NS P...
AI summary The text outlines a timeline of billing events involving a customer and NS Power, including estimated and reconciled bills, a customer appeal to the DRO, and subsequent resolution and appeal to the Board.
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 outlines the requirement for meter readings to be conducted bi-monthly, with the option for the Company to read meters monthly when reasonably possible.
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 the company may disconnect service or require meter relocation. Adjustments will be made if actual readings are obtained later.
6.4 DISPUTED BILLING FOR ELECTRIC SERVICE - (1) Where a customer advises the Company that all or a portion of his bill or any matter relating to the provision of electric service is in dispute, the Company shall: - (a) record the date, tim...
AI summary This section outlines the process for resolving disputes regarding electric service billing. Customers must notify the company of disputes, and the company is required to investigate and attempt informal resolution. If unresolved, the Dispute Resolution Officer will make a decision, with an option for the customer to appeal to the Board within 12 days.
On December 8, 2025, you told the DRO that you did not agree the matter was resolved following the reconciled bill NS Power issued using the meter reading picture you provided. You voiced your concerns regarding the estimates after the cyb...
AI summary The customer disputes the accuracy of estimated bills issued by NS Power following a cyber incident and the reconciliation process used to adjust discrepancies. NS Power explains that estimates were based on historical usage patterns and seasonal flags, and that reconciliation was conducted using adjustments on subsequent bills.
The bill dated December 5, 2025 This bill was issued off cycle based on the meter read you provided NS Power on December 1, 2025. In response to the Board's information request IR-3, NS Power explained that the meter read from your photo (...
AI summary This bill was issued off cycle due to a higher meter read provided by the customer compared to the estimated read. NS Power explained that the difference of 271 kWh was charged, and no adjustment to the previous estimated bill was needed.
CONCLUSION 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 app...
AI summary The Board, under the Public Utilities Act, oversees NS Power and is reviewing its billing adjustment process following a cyber incident. A final decision is deferred pending the outcome of investigations under M12273 and M11884. No interest will accrue on outstanding billing amounts during the review.