Topic:"Billing Procedures" in M12726

Complaint Information DRO made decision on: February 26, 2026 Type of complaint: Billing Issues Additional details: Shaun Campbell's bills for both appear incorrect. NSP connected power remotely on May 30, 2025, but there is no evidence of...

AI summary Shaun Campbell alleges incorrect billing by NSP due to inaccurate meter reads and misallocated charges. The DRO only assessed meter accuracy, not billing accuracy or credit application. The complaint requests a full review of meter data, billing allocation, and credit adjustments based on actual occupancy and payments.

3. Major discrepancies in daily kWh usage were not addressed. The September bills show daily usage of 13.5 to 19.1 kWh/day , despite almost no occupancy. After the meter was calibrated and tested on January 6 , the most recent bills show u...

AI summary The September bills show abnormally high daily kWh usage (13.5-19.1 kWh/day) despite no occupancy, while post-calibration bills (3.4 kWh/day) align with Shaun's actual usage. This discrepancy suggests September consumption likely reflects pre-occupancy or misallocated usage rather than Shaun's activity.

5. The DRO decision relies solely on meter accuracy, not billing accuracy. The meter test confirms only that the meter measures electricity correctly. It does not confirm: - That the correct customer was billed - That the initial connectio...

AI summary The DRO decision focuses on meter accuracy, not billing accuracy. The meter test does not confirm billing correctness aspects like correct customer billing, initial connection reads, prior tenant usage, delayed reads, or final bill accuracy. The dispute centers on billing allocation, not meter calibration.

6. Concerns regarding final billing at . The DRO decision references the former service address but does not analyze whether the final bills were properly calculated. Concerns include: - Heavy reliance on estimated reads - No confirmation...

AI summary The DRO decision is criticized for not verifying the accuracy of final billing, which may have led to overcharging due to estimated reads and misalignment with the move-out date. Concerns include potential double-charging or billing for others' usage.

Requested Outcome We respectfully request that the Board: - 1. Conduct a full review of the billing periods, meter reads, and occupancy timeline for both service addresses. - 2. Determine whether the September 16, 2025 actual read included...

AI summary The applicant requests the Board to review billing accuracy, meter reads, and occupancy timelines for two service addresses, assess discrepancies in kWh usage, verify bill accuracy, and determine if adjustments or a Measurement Canada test are required.

Conclusion The DRO decision did not fully address the core issues of occupancy, timing of meter reads, potential misallocated load, or the possibility that the September consumption reflects usage from before Shaun's tenancy. We respectful...

AI summary The DRO decision failed to address key issues including occupancy, meter read timing, potential load misallocation, and the possibility that September consumption data reflects pre-tenancy usage. The applicant requests the Board's independent review for a fair resolution.

Attachments: - Nova Scotia Power bills (2024 2026 NSP Bills) - Copy of DRO Final Written Decision Email (Feb 26, 2026) - Evidence Summary Billing Allocation Concerns (NSP ledger with our concerns) - Meter Calibration/Test Results (January...

AI summary Attachments include NSP bills, a DRO decision email, billing allocation concerns, meter calibration results, and a kWh/day chart showing declining usage. They address billing discrepancies, meter accuracy, and customer concerns over high bills.

A comparison chart of daily kWh usage is attached, showing a drop from 19.1 kWh/day in September to 3.4 kWh/day after the meter was calibrated on January 6. This discrepancy is inconsistent with occupancy and strongly suggests that the Sep...

AI summary The text discusses a discrepancy in daily kWh usage, showing a significant drop from 19.1 kWh/day in September to 3.4 kWh/day after the meter was calibrated on January 6. This inconsistency is attributed to potential pre-occupancy or misallocated usage.

From: l!j ect: Date: Attachments: Fw : Fo ow-Up on Bi ing Discrepancy - Accoun February 28, 2026 7:59:51 PM Outlook-dodmzexg Outlook-oolegybg.png Fo1warded message From: Henderson, Derek Date: Fri, Sep 26, 2025 at 9: 16 AM Subject: Re: Fol...

AI summary Derek Henderson from Nova Scotia Power is addressing a billing discrepancy of $437.29 with Shaun Campbell. He plans to request a re-read of the meter to determine if the error was due to incorrect recording.

Sent: Thursday, September 25, 2025 8:20 PM To: Henderson, Derek ; Lanteigne, Chris Subject: Follow-Up on Billing Discrepancy - \ \ Exercise Caution - This is an external email from : Beware of links or attachments from external sources. If...

AI summary The customer is following up on a billing discrepancy, noting a large charge of $437.29 for a period when the apartment was largely unoccupied. They mention prior communication with NS Power regarding expected monthly costs and the timeline of occupancy.

Payments Made: - July 16, 2025 $172.79 - August 28, 2025 $98.90 Given that payments were made during the billing period in question, and considering the limited usage, I would appreciate a detailed breakdown of how the charges were applied...

AI summary The text lists two payments made on July 16, 2025 ($172.79) and August 28, 2025 ($98.90), and requests a detailed breakdown of how charges were applied during the billing period. The sender also inquires about pending adjustments or meter verification needs.

From: Shaun Campbell <s Sent: February 14, 2026 8:34 PM To: [email protected] Subject: Request for Formal Review of Billing Irregularities – Dear NSP Dispute Resolution Officer, My name is Shaun Campbell, (NSP account: and I a...

AI summary Shaun Campbell requests a formal review of unresolved billing discrepancies at his former and current Nova Scotia Power service addresses, citing unresolved issues despite multiple contacts with the utility and inclusion of supporting documents.

2. Move-Out and Unexpected Final Bill When I moved out, I contacted NSP on May 29, 2025, to disconnect service at Portland Street and transfer service to 2600 Beech Street for May 30, 2025. Based on my historical usage, I expected my final...

AI summary A customer reports an unexpected final bill of $959.73 after moving out and transferring service, far exceeding their historical usage of ~$135. They contacted NSP on May 29, 2025, to disconnect and transfer service, expecting a standard final bill.

3. Automatic Withdrawals That Did Not Align With Occupancy - July 16: NSP withdrew $172.79, which I assumed covered the final Portland St. bill and the first Beech St. bill. - August 28: NSP withdrew $98.90, which I assumed reflected minim...

AI summary The applicant disputes NSP's automatic withdrawals of $172.79 and $98.90 during July and August, arguing that the apartment was unoccupied (except for 11 nights) and the charges do not reflect actual usage. The applicant was working in the Northwest Territories and their partner was staying with family during the summer months.

4. First Bill at Major Irregularity On September 22 , we received a bill for $437.29 . This amount is highly unusual given: - We were told the unit averaged under $80 per month . - We moved in August 20th and stayed a few nights until Sept...

AI summary The customer received an unusually high bill of $437.29, disputing it due to a short stay, new building, and low usage patterns. They argue the charge contradicts prior assurances of under $80/month and highlights discrepancies in billing accuracy.

Most importantly: September 22 appears to be the first actual meter read since our connection was completed remotely on May 30. This suggests that the September bill may include accumulated or misallocated usage from before we moved in , e...

AI summary The customer notes that the first meter read after a remote connection on May 30 occurred on September 22, raising concerns that the September bill may include accumulated or misallocated usage from before occupancy, as the apartment was unoccupied for much of that period.

5. Subsequent Estimated and Actual Bills - Our next bill was estimated at $214.10 , again inconsistent with our usage. - When the meter was finally read in January , our bill was $61.57 , which aligns with what we were told to expect and r...

AI summary The customer received an estimated bill of $214.10, which was later corrected to $61.57 after a meter reading in January. This highlights concerns about earlier bills being based on incorrect, delayed, or misallocated readings, aligning with actual consumption patterns.

Because: • The service was connected remotely on May 30, - The first actual meter read did not occur until September, - And we were not living in the apartment for most of that period, I do not believe the accumulated charges from May–Sept...

AI summary The customer disputes being charged over $400 for electricity usage from May–September 2023, arguing the service was connected remotely on May 30 and they were not present in the apartment during most of that period, with the first meter reading not occurring until September.

7. Request for Resolution I respectfully request: - 1. A full audit of meter readings, billing periods, and consumption for both addresses. - 2. Verification of whether usage from . was misallocated or accumulated due to delayed meter read...

AI summary The requestor seeks a full audit of meter readings and billing for two addresses, verification of potential misallocated usage due to delayed meter reads, correction of charges not reflecting actual occupancy, and a written explanation of findings and adjustments.

5. Subsequent Estimated and Actual Bills - Our next bill was estimated at $214.10 , again inconsistent with our usage. - When the meter was finally read in January , our bill was $61.57 , which aligns with what we were told to expect and r...

AI summary The customer received an estimated bill of $214.10, which was later corrected to $61.57 after a meter reading in January. This highlights concerns about earlier bills being based on incorrect, delayed, or misallocated readings, aligning with actual consumption patterns.

7. Request for Resolution I respectfully request: - 1. A full audit of meter readings, billing periods, and consumption for both addresses. - 2. Verification of whether usage from was misallocated or accumulated due to delayed meter reads....

AI summary The requestor seeks a full audit of meter readings and billing periods, verification of misallocated usage, correction of charges not reflecting actual occupancy, and a written explanation of findings.

curacy test, performed by N.S.Power in their Measurement Canada accredited meter shop, followed by a meter test by Measurement Canada if the Customer wishes to have an independent meter test performed Specific bills can be other than expec...

AI summary The text discusses meter accuracy testing by NSP and the possibility of independent testing by Measurement Canada. It explains that estimated meter readings may lead to unexpected bills but are reconciled through subsequent actual readings, leveraging a self-reconciling process to correct errors over time.

The first attachment is a copy of the account ledger for the subject account. The second attachment is a copy of the meter reads obtained for the subject account. The third attachment is a copy of the relevant notes on the subject account....

AI summary The document outlines the meter readings and billing adjustments for a customer connected to NS Power. An estimated meter reading led to an adjustment of 4094 kWh or $797.89. NS Power maintains that the customer was billed appropriately, despite the dispute, as the meter was found to be operating within accuracy limits.

Your Dispute in summary is: that you currently have service from N.S.Power at that you previously had service at (Aug 2025 to 3 June 2025); that you request "a formal review of significant billing discrepancies related to" your current and...

AI summary The customer disputes billing discrepancies related to their service with N.S.Power, including an estimated final bill, automatic withdrawals not aligned with occupancy, and meter calibration concerns. N.S.Power has provided an adjustment for an incorrect estimated reading, but the customer continues to dispute certain billed charges.

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 document explains the cumulative, self-reconciling nature of power meters, comparing them to car odometers. Errors in meter readings (e.g., underreporting 1000 kWh as 100 kWh) do not affect subsequent readings, as the meter continues accumulating usage. Over time, discrepancies are reconciled when actual readings are obtained, ensuring accurate billing despite temporary errors.

occurs if the meter reading is estimated, or erroneously reported, either higher or lower than the fact. All estimated readings were subsequently reconciled when an actual meter reading was obtained. N.S.Power tested your serving meter #25...

AI summary The Dispute Resolution Officer (DRO) upheld Nova Scotia Power's (NSP) billing based on meter readings, noting the meter tested within accuracy limits. The customer may appeal to the Nova Scotia Energy Board (NSEB) or request an independent test by Measurement Canada. The decision references Regulation 5.5, which outlines procedures for disputed meter readings.

Procedural Background Please accept the following summary of activities and communications pertaining to the February 26, 2026 DRO decision being appealed by Mr. Campbell. - February 14, 2026 Mr. Campbell contacted the DRO to request a for...

AI summary Mr. Campbell appeals a DRO decision regarding billing discrepancies at two addresses. He disputes usage and closing bill amounts, while NS Power claims an estimated meter reading led to a $797.89 adjustment. The DRO requested NS Power's position, which was submitted on February 26, 2026.

Mr. Campbell's July 3, 2025 bill included estimated usage for the close-out of the Dartmouth location. The meter reading was estimated as a result of the cyber incident. As noted in the CIS Account notes at pages 2-3 of 4 in Confidential A...

AI summary Mr. Campbell's electricity bills were affected by an estimated meter reading due to a cyber incident, leading to over-billing and subsequent adjustments. The billing process involved estimated and actual readings, resulting in credits and charges over several months. As of January 2026, Mr. Campbell owes a balance of $712.96 for charges from September 2025 to January 2026.

Summary NS Power acknowledges that the change in locations and the estimated bills created some confusion for Mr. Campbell about what was actually owing on his account, but agrees with the DRO's decision that Mr. Campbell has been correctl...

AI summary NS Power acknowledges confusion caused by billing changes but agrees with the DRO's decision that Mr. Campbell was correctly billed. Confidential attachments related to the appeal are redacted. NS Power informed Mr. Campbell and his agent of the correspondence.

2. NSP's own data confirms the September bill includes pre-occupancy usage. NSP states that 2373 kWh were consumed between May 30 and September 16. While Shaun did have the power connected on May 30 and moved his belongings into the unit o...

AI summary NSP's data shows a September bill included 2373 kWh over 108 days (22 kWh/day) for a unit Shaun did not occupy until August 20. This usage contradicts claims of unoccupied status, energy-efficient building, and Shaun's historical consumption patterns. NSP's response fails to address the occupancy timeline discrepancy.

5. NSP did not address the DRO's cross-wiring concern. The DRO explicitly wrote: "You may wish to confirm that other building units are not partially served via your meter." This is an acknowledgement that misallocated load is possible. NS...

AI summary The DRO raised a concern about potential cross-wiring leading to misallocated load, but NSP failed to address it. NSP neither confirmed nor denied the possibility, nor provided investigation results. The DRO argues that if cross-wiring exists, billing accuracy cannot be assumed.

6. NSP's response relies solely on meter accuracy, not billing accuracy. The meter test confirms only that the meter measures electricity correctly. It does not confirm: - that the correct starting read was used - that the May 30 read occu...

AI summary NSP's argument focuses on meter accuracy, but the dispute centers on billing allocation. The meter test does not verify correct starting reads, occurrence of specific reads, exclusion of previous-tenant usage, absence of misallocated load, or accuracy of the September bill. The core issue is billing procedures, not meter calibration.

Conclusion NSP's response does not resolve the core issues raised in the appeal. In several respects, their own data reinforces the concern that the September 16, 2025 bill includes usage from before Shaun's occupancy. We respectfully main...

AI summary NSP's response fails to address concerns about the September 16, 2025 bill potentially including pre-occupancy usage. The appeal requests the Board to review meter reads, assess billing accuracy, and order adjustments if usage was improperly attributed.

Nova Scotia Power Inc. PO Box 848, Halifax Nova Scotia B3J 2V7 Any questions? Please call us at 1-800-428-6230 Weekdays 8am-6pm www.nspower.ca 1 Web Access # Billing process update: nspower.ca/billing Account Number Amount due Apr 23 $859....

AI summary This document provides billing information for a customer of Nova Scotia Power Inc., indicating an outstanding balance of $859.13 as of April 23. The contact information for the company and a web link for billing updates are also included.

Campbell DRO Appeal (NSEB M12726) NSPI Responses to NSEB Information Requests 1 Request IR-02: 2 3 Regarding payment arrangements in Mr. Campbell's account at this address: 4 5 (a) When was Mr. Campbell's account set up for automatic payme...

AI summary The document outlines NSPI's responses to NSEB's information requests regarding Mr. Campbell's account payment arrangements. NSPI clarifies that automatic payments are not enabled on the account and that the payments were manually processed by the customer's financial institution, CIBC.

REDACTED 1 Request IR-11: 2 3 NS Power provided copies of Mr. Campbell's bills for both service addresses in response to 4 Mr. Campbell's appeal and response to the Board's information request IR-1(d). Except for 5 the initial bill in Sept...

AI summary The document discusses a discrepancy between the information on Mr. Campbell's bills and NS Power's response to the Board's information requests regarding his automatic payment plan. NS Power confirmed that the automatic payment was active from September 2024 to December 2025 and remained active after a service transfer.

Request IR-1: NS Power connected Mr. Campbell's service at this address on August 1, 2024. - (a) What kind of meter did the apartment have at the time of connection? - (b) When was this meter installed in the building? - (c) Has this meter...

AI summary Request IR-1 seeks information about NS Power's service connection to Mr. Campbell's address, including meter details, installation dates, testing history, and billing records prior to March 2025.

Request IR-2: Regarding payment arrangements in Mr. Campbell's account at this address: - (a) When was Mr. Campbell's account set up for automatic payment? - (b) Please provide the details of Mr. Campbell's payment arrangement: how often p...

AI summary Request IR-2 seeks information about Mr. Campbell's automatic payment arrangement, including setup date, payment frequency/amounts, and explanations for specific payments of $100 and $172.79 in 2025. The inquiry focuses on billing procedures and payment details.

Request IR-4: - NS Power issued the estimated closing bill on July 3, 2025 for service between March 10 and - June 3, 2025. The Utility Contacts by Account # (UCAC) CIS 3315 dated July 7, 2025 said - "Meter read happening under order #1022...

AI summary Request IR-4 questions NS Power about billing practices, including estimated usage calculations, meter read procedures, and adjustments to bills. It also inquires about meter testing, connection processes, and automatic payment arrangements. Request IR-6 seeks clarification on a usage adjustment calculation.

Request IR-7: - Regarding the September 22, 2025 bill: - (a) Please explain the calculation of the Provincial Rebate of -$46.54 as it was not 9% of the total energy charges ($424.41). - (b) Did NS Power perform a re-read of the meter, foll...

AI summary Request IR-7 questions NS Power about the calculation of a provincial rebate discrepancy (-$46.54 vs. 9% of $424.41) and whether a meter re-read occurred after an employee's September 26, 2025 email to Mr. Campbell. It also asks for updates on the investigation into the bill's usage.

Request IR-8: How did NS Power estimate Mr. Campbell's usage in the November 21, 2025 bill?

AI summary Request IR-8 inquires about Nova Scotia Power's methodology for estimating Mr. Campbell's electricity usage in his November 21, 2025 bill. The question focuses on the billing process and data used to calculate charges for a specific customer.

Request IR-10: - Mr. Campbell's January 23, 2026 bill shows meter #2513903 for service from November 21, 2025 - to January 6, 2026. NS Power's meter test result was dated January 13, 2026. - On March 27, 2026, Ms. MacNeil provided a copy o...

AI summary The text presents two billing records and meter test results related to Mr. Campbell's service period. It questions whether meter #2513903 was replaced with #2570913 on January 6, 2026, the start date of the January bill period, based on discrepancies in meter readings and test dates.

Request IR-11: - NS Power provided copies of Mr. Campbell's bills for both service addresses in response to Mr. - Campbell's appeal and response to the Board's information request IR-1(d). Except for the initial - bill in September 2024 an...

AI summary NS Power provided Mr. Campbell's bills showing 'Automatic Payment' details, but stated he has no active automatic payment plan. The Board's requests IR-2(a) and IR-5(g) confirm NS Power's response. Questions (a) and (b) seek clarification on conflicting bill data versus NS Power's claims and the plan's timeline.

Request IR-12: - NS Power explained in response to the Board's information request IR-8 that it used metered - usage from the prior year (from the bills dated November 22, 2024, June 5 and September 22, - 2025) with the same season code to...

AI summary NS Power used prior-year metered usage data from November 2024 and June 2025 bills to estimate Mr. Campbell's November 2025 usage. The Board seeks clarification on ownership of those bills and their relevance to the estimate.

SUMMARY I understand you are seeking an explanation of the charges on your NS Power bills for the properties located at Bartmouth You request a review of NS Power's billing allocation and meter read accuracy for these service addresses.

AI summary The individual is requesting an explanation of charges on their NS Power bills for properties in Bartmouth and a review of NS Power's billing allocation and meter read accuracy for these service addresses.

APPEAL OF THE DRO DECISION You appealed the DRO's decision, dated February 14, 2026, on the following grounds: Document: 329701 - The DRO decision relies solely on meter accuracy, not billing accuracy, and does not address the possibility...

AI summary The appeal challenges the DRO's decision, which relied on meter accuracy rather than billing accuracy and did not consider misallocated load or wiring issues. The DRO ruled that NS Power is only responsible for delivering power to the metering point, not for how energy is consumed on the premise.

The following table summarizes some of the key events in the evidence before the Board. The blue highlighted sections relate to your previous address on Portland Street. Date Event August 1, 2024 NS Power connected your service at was set...

AI summary The document outlines a series of events related to a customer's service and billing history with NS Power, including automatic payments, meter readings, disconnection, and a dispute resolved by the DRO and later appealed to the Board. The timeline includes cyber incidents, meter testing, and the appeal process.

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 outlines procedures for estimating meter readings when the Company cannot obtain actual readings and specifies that adjustments will be made if actual readings are later obtained.

Bill date Meter reading Usage Daily usage Total amount due Service period September 12, 2024 2298 read Sep 10 810 20.3 $190.04 August 1 – September 10, 2024 (40 days) November 13, 2024 2866 read Nov 8 568 9.6 $145.83 September 10 – Novembe...

AI summary NS Power addressed an issue with an estimated meter reading in the July 2025 bill by conducting an actual read and recalculating the average usage, which fell within the customer's historical usage range.

Since your account for twas closed on June 3, 2025, NS Power recalculated your actual usage for the service period between March 10 and June 3, 2025, at 498 kWh (5.86 kWh/day, multiplied by 85 days). The adjustment for 4,094 kWh overbilled...

AI summary NS Power recalculated a customer's electricity usage from March 10 to June 3, 2025, determining an overbilled amount of 4,094 kWh. This adjustment was included in the July 24, 2025 bill.

Bill date Meter reading Usage Daily usage Total amount due Service period 8531 read May 30 July 24, 2025 8824 estimated 293 5.3 $98.90 May 30 – July 24, 2025 (55 days) September 22, 2025 10904 read Sep 16 2373 21.8 $437.29 May 30 – Septemb...

AI summary The document presents billing information for a service period spanning from May 30, 2025, to May 22, 2026, with various meter readings and associated charges. An appeal is mentioned, questioning the accuracy of the initial meter reading due to a discrepancy in the service connection date and the first actual meter read.