Topic:"Billing Procedures" in M12714

Complaint Information DRO made decision on: February 18th 2026 Type of complaint: Billing Issues Additional details: I am appealing the Final Written Decision of the Dispute Resolution Officer regarding prolonged estimated billing and a su...

AI summary Customer appeals a DRO decision regarding Nova Scotia Power's prolonged estimated billing, which led to a $1,700 catch-up charge. They argue that estimated readings understated usage, creating unfair financial burden when actual readings were later obtained. The customer also raises concerns about a data breach impacting billing system reliability and requests review of billing practices and relief measures.

er's day-to-day operations. My Decisions are binding on Nova Scotia Power but not on the Customer. Customers may appeal my Decisions (within 12 days of receipt of Final Written Decision) to the Board. Your Dispute in summary is: that you h...

AI summary Customer disputes N.S. Power bill due to catch-up charges from estimated meter readings, arguing discrepancies and reconciliation upon actual readings. DRO's decision is binding on N.S. Power but appealable to the Board. NSUARB regulations 5.1, 6.4, and 6.5 apply.

actual readings, as a result off the cumulative, and self-reconciling nature, of the meter reading process. The self-reconciling process is more fully explained in the immediately following paragraph. The "Cumulative Nature" of power meter...

AI summary The text explains how cumulative power meters work, emphasizing their self-reconciling nature. Errors in meter readings do not affect subsequent readings, leading to temporary billing discrepancies that resolve over time. The DRO decision affirms that N.S. Power correctly billed the customer under Regulation 5.1.

From: Customer Relations Sent: February 17, 2026 12:10 PM To: '[email protected]' Cc: Customer Relations Subject: RE: DRO 14 Feb re Jessica Pelly re Authorization and Details for Nova Scotia Power Billing Dispute Mr. Farmer, A...

AI summary NS Power disputes a billing issue, providing account details and meter reads, while the DRO investigates estimated readings and explains their role in resolving disputes. NS Power asserts proper billing and offers payment plans, while the DRO emphasizes reconciliation of estimated vs. actual meter readings.

N.S.Power 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...

AI summary Jessica Pelley disputes Nova Scotia Power's billing charges, attributing them to estimated billing and missed meter readings caused by the company's errors. She requests a formal review, arguing the resolution offered was unfair and not her responsibility.

Get Outlook for Android From: [email protected] Sent: Friday, February 13, 2026 3:55:40 PM To: Cc: [email protected] Subject: 12 Feb email to the DRO from Jessica Pelly re Authorization and Details for Nova Scotia P...

AI summary An email from [email protected] to Nova Scotia Power's customer relations regarding a billing dispute authorization request from Jessica Pelly on February 12, 2026. The message references a prior communication with the Dispute Resolution Officer (DRO) about billing dispute details.

Don Farmer, P. Eng., Dispute Resolution Officer (D.R.O.) Telephone (902) 428-6202, Toll-free 1-877-428-6202, Fax (902) 835-7744 [email protected] Jessica Pelley In response to your following email, I will begin with my Role St...

AI summary Jessica Pelley disputes a $1,679 Nova Scotia Power (NSP) bill attributed to prolonged estimated readings leading to a catch-up charge. Dispute Resolution Officer (DRO) Don Farmer clarifies his role in resolving such disputes after customer channels fail, advising initial contact with NSP before escalation.

Customer JESSICA PELLEY Service address 2026-02-10 CHG $1,779.07 $1,679.07 2025-12-16 PAY 132.21CR 100.00CR 2025-12-09 CHG $141.88 $32.21 2025-11-04 PAY 20.00CR 109.67CR 2025-10-20 PAY 100.00CR 89.67CR 2025-10-09 CHG $10.33 $10.33 2025-09-...

AI summary Billing summary for customer Jessica Pelley showing a series of charges and payments between 2024 and 2026, with amounts ranging from $10.33 to $551.96. The table includes credit payments (CR) and charges (CHG) with corresponding dates, but no explicit claims or disputes are articulated in the text.

March 10, 2026 PARTIALLY CONFIDENTIAL Lisa Wallace Chief Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: M12714 – DRO Appeal – Jessica Pelley Dear Ms. Wallace: On February 19, 2026 Jes...

AI summary Jessica Pelley appeals a DRO decision regarding her billing from June to December 2025 and a trueup bill. The Nova Scotia Energy Board directs Nova Scotia Power Inc. to respond by March 10, 2026, and provide documentation. Confidential attachments include the DRO file and customer account details.

ry of Ms. Pelley's NS Power invoices from February 2025 to February 2026. The table reflects the statement of account appended to the end of Confidential Attachment 1 . \ Ms. Pelley received credit for 900 kWh on her October 2025 bill whic...

AI summary Ms. Pelley disputes NS Power bills from February 2025–2026, citing estimated usage and a cyber incident. NS Power offered a payment plan, but Ms. Pelley escalated the dispute to the DRO, who ruled in favor of NS Power. The case references multiple confidential attachments detailing billing adjustments and customer interactions.

ched as Confidential Attachment 3 . In her complaint, Ms. Pelley noted that the outstanding balance of $1,1679.01 was the result of accumulated estimated readings rather than an increase in usage. - February 13, 2026 The DRO responded to t...

AI summary Ms. Pelley disputes a $1,1679.01 outstanding balance attributed to estimated meter readings, arguing it was unfair and requesting a formal review. NS Power explains the balance stems from a reconciliation bill following a cyber incident, asserting customers will not be charged for unused power once meters are reconnected.

never pay for power they do not use. Any difference between estimated and actual usage will be addressed and accurately reflected in a future bill. The February 2026 bill was the reconciliation bill. We are not applying late charges or pen...

AI summary NS Power asserts that the customer's February 2026 bill accurately reconciled estimated and actual usage, with no late fees applied. They offer payment plans and attached account details as Confidential Attachment 3. The DRO issued a final decision on the appeal.

is referenced on page 6 of 18 in the DRO file attached as Confidential Attachment 3 . • February 18, 2026 – The DRO issued his Final Written Decision pertaining to this appeal, finding as follows: The "Cumulative Nature" of power meters is...

AI summary The DRO explains that power meters, like car odometers, accumulate energy usage cumulatively and do not reset. Meter reading errors do not affect subsequent readings, leading to potential billing discrepancies over time. The DRO concluded that NSP appropriately billed the customer under Regulation 5.1.

pportunity to explain my concerns. At times the interaction felt dismissive and unprofessional. My intention during these calls was simply to understand the billing issue and work toward a resolution. Second, the billing history provided b...

AI summary Jessica Pelley reports dismissive interactions with Nova Scotia Power representatives and disputes billing inaccuracies due to estimated meter readings, leading to unexpected financial burdens. She requests a review of call recordings to ensure her account reflects actual usage and that her conduct was accurately represented.

From: Jessica Pelley Sent: April 30, 2026 8:35 AM To: Podolyako, Maryna Cc: Wallace, Lisa ; Penney, Nicole ; Blake Williams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner Subject: Re: M127...

AI summary Jessica Pelley appeals billing errors, requesting a 30–40% reduction in accumulated arrears due to prolonged estimated billing and missed meter readings. She also seeks a 24-month payment plan for the remaining balance, arguing the financial burden is unreasonable given the billing inaccuracies.

REDACTED 1 Request IR-1: 2 3 On March 10, 2026, NS Power said that Ms. Pelley's account was started in July 2024 for the 4 property at 5 6 (a) What kind of meter does the property have? 7 8 (b) When was this meter installed at the property...

AI summary The text contains a request and response regarding a customer's account with NS Power, including details about the type and installation date of a meter, and whether it has been tested. It also includes a request for clarification on estimated bills, discrepancies in usage, and billing calculations.

Response IR-2: (a) Please see below. - Bill Date: 10 June 2025 Estimated 408 kWh - Usage per Day: 6.39010989 - Number of Days: 64

AI summary The response provides details about a specific bill, including the bill date, estimated usage, daily consumption, and the number of days covered. This information is relevant for understanding the billing process and customer usage patterns.

• Estimated kWh: 353 Prior Prior Prior Year Year Usage Per Day Revenue Prior Year Bill Metered Prior Year Meter Days w/Multipler Prior Year Bill TR# Year/ Month Date Usage Billed Usage Multipler UBLHR removed 353761258 2024-12 12/10/2024 8...

AI summary The text provides details on estimated and actual kWh usage for different billing periods, including prior year bills, metered usage, and calculations based on total consumption divided by the number of days in the billing period.

CONFIDENTIAL (Attachment Only) (c) Please refer to Confidential Attachment 1. (d) Please see below. NS Power calculated the charges using a standard proration methodology applied when a billing period spans a rate change. Each billing peri...

AI summary NS Power uses a proration methodology to calculate charges when billing periods span rate changes, splitting periods into segments based on rate change dates. Base charges, streetlight rentals, and energy consumption are prorated by days, with energy rates applied to allocated usage, resulting in two charges per component. Minor rounding differences may occur.

As shown in the calculations in the table below, the total of 900 kWh corresponds to the sum of the usage from two earlier billing periods: Bas e Charge Energy Ch arge From To Days Т otal kWh Rat e Rate Charge Total Energy Charges 19.1 17/...

AI summary The text explains that 900 kWh of energy usage corresponds to the sum of two billing periods, with detailed charges and rates provided in a table. A confidential attachment from a proceeding is noted as removed.

NON-CONFIDENTIAL 1 Request IR-5: 2 3 NS Power demonstrated the calculations of Ms. Pelley's estimated consumption in the June, 4 August, October and December 2025 bills in response to the Board's IR-2(a). 5 6 (a) For the June 2025 bill est...

AI summary The document outlines a request (IR-5) by the Board to NS Power regarding the methodology used to estimate Ms. Pelley's electricity consumption for several billing periods. The request seeks clarification on why historical data from specific bills was used and how the premises-based methodology influenced the estimates.

he billing issue and communicate clearly. Given that these calls are recorded, I respectfully request that the recordings be reviewed to ensure the interactions are represented accurately and fairly. I will address these and other points i...

AI summary The letter requests a review of recorded customer service interactions to ensure accuracy and fairness in billing communications. The author, Jessica Pelley, commits to addressing these concerns in her formal response to the Board.

\ \ 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 Good afternoon, Please note that NS Power would lik...

AI summary NS Power corrected a billing error for Jessica Pelley, who was incorrectly charged for a streetlight from July 2024 to March 2026. A $341.33 credit has been applied to her account. The matter relates to appeal M12714.

Request IR-1: - On March 10, 2026, NS Power said that Ms. Pelley's account was started in July 2024 for the - property at . - (a) What kind of meter does the property have? - (b) When was this meter installed at the property? - (c) Has thi...

AI summary NS Power is requesting details about Ms. Pelley's property meter, including its type, installation date, and testing history. The questions focus on meter specifics, which may relate to service accuracy or compliance with regulatory standards.

Request IR-2: - According to the copies of Ms. Pelley's bills NS Power provided the Board on March 10, 2026, - there were four estimated bills issued in June, August, October and December 2025. - (a) How did NS Power estimate the usage in...

AI summary Request IR-2 seeks clarification on NS Power's billing practices for Ms. Pelley, including estimation methods, discrepancies in daily usage, specific bill details, and calculations for charges and credits. The inquiry focuses on billing accuracy and transparency.

Request IR-4: - On March 25, 2026, NS Power said it applied a credit of $341.33 to Ms. Pelley's account for the - streetlight from July 2024 until March 4, 2026, and the amount will show on Ms. Pelley's next bill. - (a) Please provide deta...

AI summary NS Power applied a $341.33 credit to Ms. Pelley's account for a 100W High Pressure Sodium streetlight rental from July 2024 to March 2026. The proceeding seeks details on how the rental was added to her bills, whether the streetlight was removed, how the credit was calculated, and a copy of her April 2026 bill showing the credit.

Request IR-1: In your appeal to the Board dated February 19, 2026, you requested the following relief: - I am requesting that the Board review the fairness of prolonged estimated billing practices and consider relief such as: - Adjustment...

AI summary The customer appeals the Board's handling of their case, requesting relief such as adjustment of arrears, extended payment plans without penalties, and a review of NS Power's billing practices. The Board is already reviewing NS Power's practices due to a cyber incident (M12600).

Request IR-5: - NS Power demonstrated the calculations of Ms. Pelley's estimated consumption in the June, - August, October and December 2025 bills in response to the Board's IR-2(a). - (a) For the June 2025 bill estimate, NS Power used hi...

AI summary NS Power estimated Ms. Pelley's 2025 bills using historical data from specific 2024 bills, prompting questions about the relevance of pre-service data and selection criteria. The Board requests explanations for why certain bills were chosen for each month's estimate.

Request IR-6: - NS Power's response to the Board's IR-2(e) explained that the credit for 900 kWh in Ms. Pelley's - October 2025 bill reflects a reversal of previously billed estimated consumption in her June and - August 2025 bills, and th...

AI summary NS Power reversed estimated charges for Ms. Pelley's June and August 2025 bills, resulting in a 900 kWh credit on her October 2025 bill. The October bill shows 578 kWh estimated usage, while prior bills included higher estimated consumption. Ms. Pelley questions why the October bill only reconciled June and August usage instead of covering a longer period.

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 requirements for meter reading, specifying 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 … then the amount of power and energy used by the Customer shall be estimated by the Company using the best available data…...

AI summary The document details how NS Power estimated electricity usage for a customer during periods when actual meter readings were unavailable, using historical data from previous bills. It also highlights discrepancies in the estimated billing methodology, particularly in the October 2025 bill, where an error in applying estimated usage led to an undercharge, which was not corrected.

Your payment plan The Board has reviewed NS Power's estimated bills and reconciliations in detail to ensure their accuracy. However, the Board understands that this is not the basis of your appeal. Your real issue is with estimated bills o...

AI summary The Board has reviewed NS Power's estimated bills and reconciliations but acknowledges the appeal is about prolonged estimated billing leading to underestimation of electricity consumption. The appellant requests a 30-40% reduction in arrears and a 24-month payment plan. NS Power offers a 24-month payment arrangement at $280 per month, with $43 going toward arrears from the April 2026 bill.

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 upheld NS Power's use of estimated billing under Regulation 5.1 during a cyber attack in 2025, citing the inability to read meters due to circumstances beyond NS Power's control. The appeal was dismissed, but a 24-month repayment plan without interest or penalties was recommended to address the catch-up bill.