C-3Correspondence between Appellant, NSPI, and DRO (redacted)
4 passages
From: Christine & Ian Sent: February 11, 2026 1:47 PM To: [email protected] Subject: Please assist Nova Scotia Power Disputes Resolution Re: account I phoned NS Power this morning and was on the call for 1 hour and 7 minutes....
AI summary Customer Christine Cameron reports billing irregularities with Nova Scotia Power (NS Power), including inconsistent billing cycles, unexpected rate changes linked to the Critical Peak program, and overestimated energy usage. She disputes NS Power's explanation, citing a 2023 email guaranteeing lower rates outside peak events and requests clarification and correction.
Christine In response to your following email, I will begin with my Role Statement as Dispute Resolution Officer (DRO) in matters of dispute between N.S.Power and their Customers : I am not an employee of Nova Scotia Power or the Nova Scot...
AI summary Christine explains her role as a Dispute Resolution Officer (DRO) appointed by Nova Scotia Power (NSP) to resolve customer disputes over NSP's application of Board regulations. She clarifies her decisions are binding on NSP but not customers, who may appeal within 12 days. The text also notes billing discrepancies from estimated meter readings, which are reconciled with actual readings.
as been granted on subject account# 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. We are continuing to work on restoring a...
AI summary NS Power explains delays in meter readings and billing due to a cyber incident, extending a customer's bill cycle to 76 days. The TVP CPP Pilot Plan was temporarily suspended, leading to three rates on the bill. An NSEB approval for the suspension is attached, with service restoration ongoing.
same rate. When time-varying price signals and the ability to load shift are unavailable, TVP participants receive the same service as other residential customers and must therefore pay the same rate. The customer's bills for May, July, Se...
AI summary Customer Christine & Ian dispute NS Power's application of a rate change effective December 1, 2025, without a confirmed meter read following a year of estimated billing. They argue this creates material uncertainty about accurate charge allocation and request the exact date of the most recent physical meter read.
C-7NSPI response to the Board - redacted
4 passages
REDACTED Lisa Wallace Chief Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: M12749 – DRO Appeal – Christine Cameron Dear Ms. Wallace: On March 16, 2026 Christine Cameron contacted the...
AI summary Christine Cameron appeals a DRO decision regarding her participation in the TVP CPP program and billing issues. The Nova Scotia Energy Board directs NS Power to respond by April 1, 2026, addressing billing cycle timing, disputed consumption, and TVP CPP program participation. The appeal references prior DRO correspondence, account documentation, and meter test results.
1. Timing of Billing Cycle • In her February 11, 2026 initial correspondence to the DRO, Ms. Cameron advised that her billing cycle appeared to have changed in 2025 and that her April 1, 2026 L. Wallace most recent bill reflects a period o...
AI summary Ms. Cameron reported an extended billing cycle (76 days) due to manual meter readings following a cyber incident. NS Power explained that TVP CPP customers require manual entry, causing delays, and stated AMI system restoration by March 2026 would resolve the issue. They assumed her complaint was addressed without explicit billing cycle references.
2. Disputed Consumption - In her initial correspondence to the DRO, Ms. Cameron advised that during the whole period of her bills being estimated and not read, her usage was consistently lower than what was estimated. This is referenced on...
AI summary Ms. Cameron disputes her electricity bills based on estimated meter readings, arguing she was overcharged. NS Power maintains that estimated readings are adjusted in future bills and that she was billed appropriately. The dispute involves billing practices, estimated readings, and the accuracy of consumption calculations.
- On February 14, 2026 the DRO instructed NS Power to test Ms. Cameron's meter (number 2282001) for accuracy. This is referenced on page 10 of 13 in Confidential Attachment 2 . On February 17, 2026 NS Power confirmed that it had ordered Ms...
AI summary On February 14, 2026, the DRO instructed NS Power to test Ms. Cameron's meter for accuracy. NS Power confirmed the meter was removed for testing, and results showed it was operating within prescribed limits. NS Power provided the results to the DRO and Ms. Cameron, stating that if a meter is within accuracy limits, readings are deemed correct and used for billing.
C-8Cameron (NSEB) RIR-1 to RIR-4 - Redacted
15 passages
From: Christine & Ian Sent: Wednesday, September 24, 2025 8:39 AM To: [email protected] Subject: Fw: requests for service Nova Scotia Power Payment/billing: Please be advised, we continue to have our house metre usage estimated. When I...
AI summary Customer Christine Cameron reports ongoing issues with estimated meter readings leading to incorrect billing, stating she will only pay for actual usage until the meter is properly read. She references sharing this with the Nova Scotia Energy Board and mentions the Critical Peak Pricing Rate Plan as a context for energy use discussions.
s resulting from the cyber incident, the Board ordered that, while TVP system functionality is unavailable, all customers enrolled in the TVP program be billed at the applicable standard offer rate. The Board did not approve or direct any...
AI summary The Nova Scotia Energy Board ordered TVP program participants to be billed at standard rates during a system outage, citing the Public Utilities Act's requirement for equal pricing. NS Power confirmed Meter #2282001 is under testing, while a customer disputes billing based on estimated reads. The Board rejected compensation for TVP participants during the suspension.
D.R.O.) Telephone (902) 428-6202, Toll-free 1-877-428-6202, Fax (902) 835-7744 [email protected] Christine Cameron Per the immediately following , this matter appears to be resolved. Do you Agree ? If so, I will close my file...
AI summary The DRO seeks confirmation to close a resolved matter, referencing a Board order (M12499) on TVP pricing suspension. NSP explains estimated billing due to a cyber incident, noting meter reconnection efforts and ongoing service restoration. The customer disputes a multi-month bill, while NSP attributes delays to system recovery.
have been done either physically by a meter reader or remotely. NS Power responds to the customers concerns: 1. The power bill I received on Feb 9, 2026 was again for more than 2 months. The customer is on the Time-Varying Pricing (TVP) Cr...
AI summary A customer received a bill covering over two months due to a cyber incident delaying meter readings for the Time-Varying Pricing (TVP) Critical Peak Pricing (CPP) Pilot Plan. NS Power apologized, explained the 76-day bill cycle extension, and scheduled the next meter read for March 17–20. Christine Cameron consented to sharing information with Don Farmer, the Dispute Resolution Officer, to resolve the issue.
seeking consent after they receive this email. Please copy N.S.Power at the email address above on all future email to me. They will similarly copy you on their email to me related to this matter. Specific bills can be other than expected...
AI summary Customer reports inconsistent billing cycles and discrepancies due to estimated meter readings, noting that NSP failed to explain changes in billing schedules. NSP's self-reconciling process for estimation errors is mentioned, but the customer seeks clarification on next meter read dates and documentation related to three matters.
n 2 months. I asked today why this occurred and they were unable to answer this for me. Apparently this has been looked at. Would you please confirm for me when our next metre read is scheduled for? 2. I questioned why the 3 different rate...
AI summary Customer disputes incorrect billing rates and paused Critical Peak program, arguing NS Power misrepresented program terms and failed to maintain agreed-upon lower rates. Requests recalculation of charges and clarification on meter reading schedules.
lieve the rate listed on my bill requires recalculation to the correct rate and sorted for the upcoming bills to reflect the lower rate - no matter how long it takes NS Power to organize themselves. 3. Lastly, I am not sure an answer can b...
AI summary Christine Cameron reports billing inaccuracies, claiming NS Power overestimated energy usage and failed to respond to her September 2025 letter. She highlights a discrepancy between estimated and actual meter readings (38,931 vs. 207.3 kWh) and questions why bills remained high despite lower winter usage due to a wood furnace.
idential and is intended only for the recipient(s). If you received this email in error, please contact the sender and delete the email. Unauthorized disclosure or copying of this email is prohibited. Attachment Limits - Emera will not acc...
AI summary Nova Scotia Power (NSP) is not applying late charges or penalties on outstanding balances and will communicate with customers before reintroducing fees. Estimated billing practices are explained, noting that 2% or fewer bills are estimated due to meter connection issues, with customers able to check if their bill was estimated.
ad it, they may receive an estimated bill. You can confirm if your bill was estimated or read for a billing period by looking at the top left of your bill, under the boxes. If you receive an estimated bill, please know that an estimate is...
AI summary The text explains how customers can identify if their electricity bill is based on an estimated meter reading or an actual reading. It outlines the process for reconciling estimated bills and provides instructions for customers to submit meter photos to adjust their bills. Meter readers are described as wearing NSP-branded attire and using rental vehicles.
ter Completed 2026 14 Union Street, Chester NS B0J 1J0 Thursday, May 28, 2026 Amherst Completed 62 Albion St, Amherst NS B4H 2W1 3 of 4 6/10/2026, 12:08 PM Understanding Your Bill Nova Scotia Power https://www.nspower.ca/your-home/create-m...
AI summary A DRO appeal (M12749) by Christine Cameron challenges Nova Scotia Power's billing practices, including Critical Peak Pricing (CPP) and meter reading discrepancies. The NS Energy Board Staff provided responses with attached evidence, including meter photos, emails, and a NS Power website reference.
ron 06- NS Energy Board letter to NS Power October 28, 2025 Cameron 08- NS Power customer relations email to Dispute Resolution February 17, 2026 Cameron 09- NS Power website “Understanding your bill” The NS Power documents quoted within m...
AI summary Customer submits meter reading photo and notes to Nova Scotia Energy Board, citing NS Power's overestimation of usage and lack of response to emails. Documents include correspondence with DRO and handwritten notes from phone calls, highlighting frustration with billing disputes and fears of late fees.
request for any notes, I have attached hand written notes from 2 of the phone calls I made to NS Power. ( Cameron 03) This was merely my making a list of issues to discuss when I spoke with NS Power. Request IR-2 Please indicate: a) Whethe...
AI summary Customer reports inconsistent estimated bills from NS Power in 2025, noting overestimation compared to actual meter readings. They contacted NS Power via phone and email, expressing confusion about billing accuracy and expecting lower readings once meters were finally read.
ghout the year. It very much did not make sense to us. c) Yes, I did. I phoned NS Power and sent an email in September 2025 ( Cameron 02) and notes provided of two separate phone calls. ( Cameron 03) In an email response from NS Power (Ter...
AI summary The customer disputes being overcharged due to estimated meter reads in 2025, with NS Power asserting that billing was appropriate and the January 2026 bill was a true read.
a future bill. The January 2026 bill was a true read. It is NS Power’s position that the customer has been billed appropriately. It is a misnomer to say we had been billed appropriately. We certainly DID pay for power we did not use during...
AI summary Customer disputes NS Power's billing accuracy during the Critical Peak Pricing (CPP) pilot program, citing overestimation of usage and delayed meter readings until January 2026. NS Power asserts billing was appropriate, but the customer argues they were overcharged and not adequately informed about CPP program details.
tored, subject to the notification requirements described below for the respective tariffs when system functionality resumes. The NS Power website (Cameron 09) As of March 31, 2026, meter connections to our billing system have been restore...
AI summary The customer disputes the accuracy of their electricity bills, claiming overestimation of usage, and questions the delayed restoration of Critical Peak Pricing (CPP) despite meter connections being restored. They also express confusion about high initial meter read despite prior overestimations and wood heating usage.
C-9NSPI (NSEB) RIR-1 to RIR-5
3 passages
Highlights: - The content and visuals of the program were modified to be easier to read and focus on the benefits to the customer. - NS Power delivered the largest volume of targeted recruitment emails for this program to date, and it prov...
AI summary NS Power modified program visuals to emphasize customer benefits, used targeted recruitment emails and aligned marketing with bill cycles to reduce off-cycle billing complexities. Efforts included batching emails (46 batches over 16 days) and limiting daily sends to 10,000 emails, achieving a 0.20% opt-out rate.
Business Recruitment: Approach Similar to the residential recruitment strategy, the goal was to reach as many qualified Nova Scotians as possible within the recruitment period. Based on time and resources, NS Power wanted to provide the be...
AI summary NS Power's business recruitment strategy focused on customer-centric collateral, targeted email campaigns, bill-cycle-aligned marketing, and multi-channel traffic drives to maximize outreach while minimizing internal resource strain. Efforts included revised landing pages, personalized emails, and leveraging bill inserts and paid search.
NON-CONFIDENTIAL 1 Request IR-4: 2 3 Why was there only one invoice issued for the period covering November 20, 2024, to March 4 19, 2025? 5 6 Response IR-4: 7 8 The customer's account was placed on billing suspension on January 23, 2025,...
AI summary A customer account was placed on billing suspension from January 23 to 25, 2025, to investigate meter readings. This caused the account to miss its scheduled billing cycle on January 24, 2025, resulting in only one invoice being issued for the period from November 20, 2024, to March 19, 2025.