Topic:"Billing Procedures" in M12792

Complaint Information DRO made decision March 31, 2026 on: Type of complaint: Billing Issues Additional details: CAPE Society's bill has been estimated since March 2025 and was most recently read at the beginning of March 2026. The power u...

AI summary CAPE Society reports a nearly doubled electricity usage (from 71,369 to 121,156 kWh) between fiscal years 2024-2025 and 2025-2026 despite reduced building operations. They suspect smart meters were compromised during a cyber incident, leading to inaccurate readings and seek verification of meter integrity and a usage breakdown.

Ashlee Wiseman After review and consideration of all of the following and attached, my Final Written Decision in the matter follows. I will begin with my Role Statement as Dispute Resolution Officer (DRO) in matters of dispute between N.S....

AI summary Ashlee Wiseman, as Dispute Resolution Officer (DRO), addresses a billing dispute between N.S.Power and the Cape Centre for Adults. The customer disputes a $13,425 bill, attributing it to estimated meter readings. N.S.Power explains that the bill was based on estimates due to an unread meter in January 2025, with reconciliation occurring after the actual March 2026 reading. The DRO's decision is binding on N.S.Power but appealable by the customer to the Nova Scotia Energy Board.

PO Box 910 ● Halifax, Nova Statement of Account / Customer / Premises Customer (CAPE)CENTRE FOR ADULTS IN PRO Service address 40 LOWER MCLEAN ST GLACE BAY, NS 2026-03-16 CHG $13,425.24 $13,425.24 2025-11-24 PAY 2,802.92CR $0.00 2025-11-05...

AI summary Customer account statement for CAPE CENTRE FOR ADULTS IN PRO at 40 LOWER MCLEAN ST GLACE BAY, NS, showing charges, payments, and adjustments from 2023 to 2026, with a current balance of $13,425.24 as of 2026-03-16.

following summary of activities and communications pertaining to REDACTED (CONFIDENTIAL INFORMATION REMOVED) April 21, 2026 L. Wallace the March 31, 2026 DRO decision being appealed by CAPE: • March 25, 2026 – Ashlee Wiseman contacted the...

AI summary CAPE appeals a DRO decision regarding a disputed NS Power bill. Communications include customer inquiries about billing discrepancies, DRO procedural steps, and NS Power's submission of its position. Key issues involve billing accuracy, account documentation, and dispute resolution processes.

the account. This is referenced on page 6 of 16 in the DRO file attached as Confidential Attachment 1. • March 31, 2026 – NS Power provided its position to DRO, stating the following: We are continuing to work on restoring all regular serv...

AI summary NS Power informed the DRO that following a cyber incident, meter reconnection to the billing system is ongoing, leading to estimated bills for certain months. NS Power apologized for inconvenience, noting discrepancies will be corrected in future bills, with the March 2026 bill serving as a reconciliation for prior estimated usage.

n bill and was a double bill to include service Page 2 of 4 REDACTED (CONFIDENTIAL INFORMATION REMOVED) April 21, 2026 L. Wallace between November 5, 2025 to March 3, 2026. It is NS Power's position that the customer has been billed approp...

AI summary NS Power defends billing accuracy for a customer who received a double bill, citing estimated meter readings leading to discrepancies reconciled later with actual readings. The DRO's decision explains that estimated usage was lower than actual, resulting in a 4-month bill in March 2026.

nth May 2025 to March 2026 periods was clearly lower than actual usage. N.S. Power did not bill you in January resulting in a 4 month bill in March. Final Written DRO Decision: In the context of Board approved Regulation 5.1, N.S.Power has...

AI summary NS Power billed a customer for four months due to initial estimated billing errors, leading to a DRO decision upholding the billing. CAPE appealed this decision to the NSEB, while NS Power affirmed the DRO's ruling and offered payment options to resolve the balance.

Request IR-1: - NS Power's Regulations say: - When a customer disputes the amount of electricity consumed from the meter, the Company shall: - a) Initiate a check on the meter reading to ensure the original reading was correct and advise t...

AI summary The document outlines NS Power's procedures for resolving disputes over meter readings, including initiating a meter check, conducting an 'As found Meter Test,' and referring to Industry Canada for independent testing if needed. The customer has not been contacted by NS Power regarding the meter test and wishes to have their meter tested now.

BACKGROUND & FINDINGS You opened account #1494601-6 with NS Power for 40 Lower McLean Street, Glace Bay, in January 2008. Meter #2294813 was installed at this property in January 2021 and is not due for recertification until February 2030....

AI summary The customer opened an account with NS Power in 2008 and had a meter installed in 2021. In March 2026, they disputed their bill due to incorrect billing for four months. NS Power explained that the meter had a multiplier of 40, leading to overcharging. The DRO was contacted to dispute the bill.

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 how NS Power estimated electricity usage when actual meter readings were unavailable, using historical data from previous bills. The Board confirmed this method complied with Regulation 5.1 by using the best available data. Calculations for specific billing periods are provided, showing how estimated usage was determined based on past consumption patterns.

Table 3: 2026 Bill date Reading\ Usage Daily Account Service period usage balance March 16, 10011 63716 540.0 $13,425.24 November 5, 2025 – 2026 read Mar 3 March 3, 2026 (118 days) May 11, 10671 26374 425.4 $5,530.28 March 3 – May 4, 2026...

AI summary The document explains that NS Power did not issue the January 2026 bill due to a lack of a meter read, resulting in the March 2026 bill covering two billing cycles and showing a significantly higher actual consumption compared to previous estimated bills. This bill serves as a catch-up for the difference in usage.

It is unfortunate that NS Power did not issue your January 2026 bill with an actual meter read to catch up with your actual consumption following a long period of estimated consumption. The March 2026 bill, being a catch-up bill for the la...

AI summary The customer received a large catch-up bill due to estimated consumption readings, leading to frustration. NS Power provided a meter test result confirming its accuracy, and the Board accepts this. The customer has industrial heat pumps installed, but these were not reflected in the March 2026 bill.

Request IR-1: - NS Power's Regulations say: - When a customer disputes the amount of electricity consumed from the meter, the Company shall: - a) Initiate a check on the meter reading to ensure the original reading was correct and advise t...

AI summary The text outlines NS Power's procedures for resolving disputes over electricity meter readings, including independent testing by Industry Canada. It also asks the customer if NS Power mentioned the meter test and whether they requested it before appealing to the Board.

Request IR-3: - On August 21, 2026, Ms. Wiseman responded to the Board's information requests that she wishes - to have the meter tested, and that CAPE Society has only added a refrigerator to the building - since 2008 and had 5 heat pumps...

AI summary Ms. Wiseman requests that the meter be tested and provides information about CAPE Society's recent additions to the building. She also asks for a copy of all NS Power bills issued to CAPE Society's account since the March 2026 bill.

BACKGROUND & FINDINGS You opened account #1494601-6 with NS Power for 40 Lower McLean Street, Glace Bay, in January 2008. Meter #2294813 was installed at this property in January 2021 and is not due for recertification until February 2030....

AI summary The account holder opened an account with NS Power in 2008. A new meter was installed in 2021, and in March 2026, the customer disputed a bill due to estimated billing and a multiplier of 40 applied to meter readings, which NS Power explained was due to the meter being set up to measure higher electrical loads.

Table 2: 2025 Bill date Reading Usage Daily Account Service period (before (after usage balance multiplier) multiplier) January 7, 6961 10179 169.7 $2,118.67 November 4, 2024 – 2025 read Jan 3 January 3, 2025 (60 days) March 6, 7537 23064...

AI summary Table 2 provides billing data for the year 2025, including bill dates, readings, usage, daily usage, account balances, and service periods. NS Power's Regulation 5.1 is referenced, indicating a regulatory framework relevant to billing practices.

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 taken bi-monthly when reasonably possible, with the option for the Company to read meters monthly.

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 how NS Power estimated electricity usage during periods when actual meter readings were unavailable, using historical data from previous bills. The Board confirmed that this method complied with Regulation 5.1 by using the best available data for estimation.

Table 3: 2026 Bill date Reading\ Usage Daily Account Service period usage balance March 16, 10011 63716 540.0 $13,425.24 November 5, 2025 – 2026 read Mar 3 March 3, 2026 (118 days) May 11, 10671 26374 425.4 $5,530.28 March 3 – May 4, 2026...

AI summary NS Power provided an explanation for the January 2026 billing gap, stating that no meter read was available, leading to the March 2026 bill covering two billing cycles and showing significantly higher actual consumption compared to previous estimated readings.

It is unfortunate that NS Power did not issue your January 2026 bill with an actual meter read to catch up with your actual consumption following a long period of estimated consumption. The March 2026 bill, being a catch-up bill for the la...

AI summary The document discusses a customer's issue with a large catch-up bill due to estimated meter readings and the installation of new heat pumps. The Board acknowledges the customer's frustration but confirms the meter's accuracy based on a test conducted by NS Power.