2.5 Customer Support Post-Cyber Incident Following the cyber security incident which NS Power suffered in the spring of 2025, some of the utility's regular operations were interrupted and there was a pause in billing between April 25 and June 2, 2025. By the time of the June Working Group meeting, billing had been resumed and NS Power launched a dedicated billing website. NS Power's focus during that time was on consistency of billing days, although the time between bills was affected by the pause. Following the cyber incident, NS Power ceased charging any late fees and disconnecting customers for non-payment. By early June, the MyAccount system was back online, and customers were able to log in and make payments on their accounts. Even though MyAccount is secure, to allay customer concerns about payment information, NS Power recommended that customers register their NS Power accounts with their banking systems and make the payments through the banks. As a result of the cyber incident, the bi-directional functionality of the smart meters was interrupted, and NS Power was not receiving true meter reads. As a result, NS Power determined that for several weeks, bills would be estimated based on historical usage. During the time that bills were estimated, NS Power committed that it would not charge late fees or penalties on any outstanding balances, even for customers who wanted to wait for an actual true read. Starting in July, NS Power deployed additional meter readers to carry out true reads on customer meters. These meter readers had been hired and trained in the weeks leading up to July. As of November 2025, NS Power is currently both physically reading meters and estimating bills when a reading cannot be obtained. The Working Group also discussed options such as equal billing which can assist customers in managing their electricity bills over the course of a year and providing predictability for budgeting
p. pp. 7-8
2.5 Customer Support Post-Cyber Incident Following the cyber security incident which NS Power suffered in the spring of 2025, some of the utility's regular operations were interrupted and there was a pause in billing between April 25 and J...
AI summary Following a cyber incident in 2025, NS Power experienced operational disruptions, including a pause in billing and issues with smart meter functionality. NS Power took measures such as resuming billing, launching a dedicated website, and ceasing late fees. They also deployed additional meter readers and discussed options like equal billing to support customers during the recovery.