Topic:"Billing Procedures" in M12857

Appeal - NS Power Dispute Resolution Officer (DRO) Reference Number: 260513001 Submitted on: Wednesday, May 13 2026 at 12:18:18 PM (ADT) Contact Information Name on account: Brad neville Account number: \ \ \ \ \ \ \ Business contact: Acco...

AI summary An appeal related to a billing issue handled by NS Power's Dispute Resolution Officer (DRO) with reference number 260513001. The complaint was submitted on May 13, 2026, and a DRO decision was issued on May 7, 2026, addressing billing procedures.

Country: \ \ \ \ \ \ \ Telephone number: \ \ \ \ \ \ \ \ Alternate phone \ \ \ \ \ \ \ number: Complaint Information DRO made decision on: May 7, 2026 Type of complaint: Billing Issues Additional details: I am formally appealing the Final...

AI summary A complainant appeals a DRO decision regarding a $16,377 kWh bill, arguing that the DRO's conclusion that it represents a reconciliation for estimated meter readings is mathematically and physically impossible. The complainant provides equipment logs showing their 3-ton heat pump could not sustain the claimed energy consumption, as it operated in 'Fan Only' mode or cycled off frequently.

vidence The DRO suggests that "on-premise usage" is responsible. However, my logs show exactly how the system used power: • November/December: "Electric Heat Only" ran for less than 1 hour each month. • January/February: "Electric Heat Onl...

AI summary Customer disputes Nova Scotia Power's (NSP) billing claim, asserting logs show minimal electric heat usage and a certified electrician confirmed no wiring faults. They demand an independent audit and reject NSP's internal meter test, citing the Electricity and Gas Inspection Act to request a Measurement Canada Dispute Test. Requests the UARB to halt collections and investigate billing errors.

ions (within 12 days of receipt of Final Written Decision) to the Board. Your Dispute in summary is: that you have service from N.S.Power at (Account # ); that you dispute your 16 March 2026 bill for $3167.67 (ledger attached) based on con...

AI summary Matthew Neville disputes a $3167.67 N.S.Power bill for March 2026, arguing that the meter's accuracy and energy consumption data from a Lennox Smart Thermostat contradict the billed amount. He notes the January bill used an estimated reading, while March used an actual reading, and claims estimation errors should have been reconciled. N.S.Power tested the meter, confirming it operates within prescribed accuracy limits.

ocumentation. This is referenced on pages 1 to 2 of 22 in the DRO file attached as Confidential Attachment 1 . - May 4, 2026 Mr. Neville provided additional information to the DRO, including Lennox Smart Thermostat performance data for Feb...

AI summary NS Power and Mr. Neville provided information to the DRO regarding billing accuracy, meter readings, and heat pump data. The DRO issued a final decision affirming NS Power's billing compliance with Board Regulations 5.1 and 5.5, citing reconciled meter reads and accurate testing. Confidential attachments reference detailed account data and procedural steps.

roved Regulations 5.1 and 5.5, N.S. Power has appropriately billed the Customer for service to ). This is referenced on pages 19 to 21 of 22 in the DRO file attached as Confidential Attachment 1 . • May 7, 2026 – Mr. Neville appealed the D...

AI summary NS Power acknowledges the DRO's decision that billing for Mr. Neville was appropriate, despite temporary estimated billing due to a cyber incident. Manual meter readings were implemented in July 2025 to reconcile discrepancies, with normal billing restored by March 31, 2026. The dispute centers on a March 2026 bill, where actual consumption exceeded estimates, requiring no adjustment.

he earlier estimated reading (102,637.00), the customer's account did not require a billing adjustment. Please refer to pages 29 to 32 of Mr. Neville's bills attached as Confidential Attachment 3 . Since Mr. Neville's January 2026 bill was...

AI summary Mr. Neville's January 2026 bill was based on an estimated reading, leading to potential discrepancies. The actual March 2026 reading adjusted the bill, with NS Power confirming the meter's accuracy. The company apologizes for billing inconveniences and outlines options for further testing.

\ This submission contains confidential information\ Date: June 1, 2026 To: Lisa Wallace, Chief Clerk, Nova Scotia Energy Board From: Brad Neville Matter No.: M12857 Property Address: Subject: Rebuttal to Nova Scotia Power's Submission (Ex...

AI summary Brad Neville disputes Nova Scotia Power's claim that a 16,377 kWh billing spike ($2,978.48) stems from a 2025 cyber incident causing winter consumption underestimation. He argues meter data contradicts his Lennox Performance Reports, which document heating infrastructure runtime, refuting NS Power's 'catch-up/reconciliation' narrative.

1.The Flaw in the "Winter Catch-Up" Narrative NS Power claims that because they relied on estimated readings from the fall of 2025 until March 2, 2026, the 16,377 kWh spike simply represents actual energy consumed by my home that went unbi...

AI summary The customer challenges NS Power's claim that a 16,377 kWh spike was due to a 'winter catch-up' from estimated readings, presenting HVAC logs showing heating usage peaked in December/January and declined by March. They also dispute NS Power's assertion of a 300 kWh daily draw, arguing it's mathematically impossible given decreasing system runtime and electric heat demand.

From: Bradley > Sent: July 16, 2026 3:39 PM To: Penney, Nicole Cc: Wallace, Lisa ; Podolyako, Maryna ; Blake WIi iiams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner ; Sonia Liao Subject:...

AI summary Brad Neville responds to information requests regarding his electricity meter testing and heat pump installation. He confirms the installation date and details of his heating system and appliances. An inspection report notes the heat pump's efficiency and the home's low electrical demand.

NON-CONFIDENTIAL Request IR-2: According to the copies of Mr. Neville's bills NS Power provided the Board on June 1, 2026, there were three estimated bills issued in July and September 2025, and January 2026. (a) Please explain in detail h...

AI summary The document contains a request and response related to estimated billing issued by NS Power to Mr. Neville during specific periods, including questions about estimation methods, data availability, and meter reading procedures. The response refers to an appeal case (NSEB M12857) involving NSPI.

8 11 18 3 (b) NS Power does not have access to actual interval usage data that was unavailable as a result 4 of the cyber incident. Accordingly, Mr. Neville's actual electricity consumption cannot be 5 determined for specific days or billi...

AI summary NS Power does not have access to actual interval usage data for Mr. Neville during the affected timeframe due to a cyber incident. Meter readings were manually conducted starting in July 2025, and actual readings were obtained on October 29, 2025, and later on March 2, 2026, and May 1, 2026. Billing was affected during this period.

NON-CONFIDENTIAL 1 Request IR-3: 2 3 Mr. Neville's bills show that his Equal Billing amount was $224/month in 2024, then changed 4 to $234/month for 2025 and 2026. Mr. Neville's account balance was close to $4,500 in the 5 May 2026 bill. 6...

AI summary The document outlines Mr. Neville's Equal Billing plan, which started in November 2020 with varying monthly amounts over the years. The Equal Billing amount was not recalculated in January 2026 due to a cyber incident, and it remained at $234/month for 2025 and 2026. The account balance reached close to $4,500 in the May 2026 bill.

NON-CONFIDENTIAL 1 The system-calculated Equal Billing amount of $596 per month was communicated to Mr. 2 Neville following the July 2026 Equal Billing review. On July 16, 2026, Mr. Neville 3 requested that his Equal Billing amount remain...

AI summary Mr. Neville requested that his Equal Billing amount remain at $234 per month despite the system-calculated amount of $596. NS Power agreed to his request but noted that this may result in a larger adjustment during the 2027 review due to potential underpayment.

From: Bradley Sent: September 11, 2026 11:02 AM To: Wallace, Lisa Cc: Nguyen, Anh ; Penney, Nicole ; Blake Williams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner Subject: Re: M12857 NSPI...

AI summary An email from Bradley to Lisa Wallace and others regarding billing issues in the M12857 NSPI DRO Appeal, indicating a concern or issue related to billing procedures.

Request IR-1: - On June 1, 2026, NS Power provided Mr. Neville's Account Usage Info in Attachment 1 that shows - included meter read data dated as far back as July 2022 for . NS - Power also provided the meter test results dated April 10,...

AI summary Request IR-1 seeks detailed information about meter #2073658 and its replacement, including installation dates, testing results, and the timeline of account setup for Mr. Neville at the property.

Request IR-2: According to the copies of Mr. Neville's bills NS Power provided the Board on June 1, 2026, there were three estimated bills issued in July and September 2025, and January 2026. - (a) Please explain in detail how NS Power est...

AI summary The text requests detailed explanations from NS Power regarding estimated bills issued to Mr. Neville in 2025 and 2026, including estimation methods, actual consumption data post-cyber incident, and the circumstances surrounding a meter read in October 2025.

- $234/month for 2025 and 2026. Mr. Neville's account balance was close to $4,500 in the May - 2026 bill. - (a) When did Mr. Neville's Equal Billing plan start and at what amount per month? - (b) Please explain NS Power's calculations of M...

AI summary The text references Mr. Neville's Equal Billing plan, asking when it started, how the payments were calculated, and whether it will be recalculated in July 2026. The Equal Billing plan appears to be a billing arrangement involving a monthly payment of approximately $234 for 2025 and 2026.

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 NS Power's regulations outline the process for resolving disputes over meter readings, including independent testing by Measurement Canada. The customer has requested a test and provided information about their smart thermostat and heat pump usage for an appeal. NS Power is seeking clarification on the installation and usage of appliances and heating systems.

The Board reviewed your disagreement with NS Power's calculation of your consumption. You believe that NS Power has made billing errors in your account. You started your account with NS Power for , in June 2016. Meter was installed at your...

AI summary The Nova Scotia Energy Board reviewed a customer's dispute with NS Power regarding billing errors. The customer challenged the accuracy of a meter test conducted by NS Power, but the test results were confirmed by an independent Measurement Canada-accredited facility.

The Board considered your concerns about estimated billing. The Regulations allow NS Power to estimate usage when it cannot obtain an actual read, if adjustments are made once actual readings are later obtained. According to NS Power's res...

AI summary The Board addressed concerns about estimated billing practices by NS Power, which estimates usage when actual meter reads are unavailable. NS Power calculates estimated usage based on the average daily usage from previous bills with the same seasonal code, multiplied by the number of days in the service period.

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 discusses how NS Power estimated meter readings when actual readings were not possible, using historical data. It explains the calculation methods used for billing periods and how adjustments were made once actual readings became available, ensuring compliance with Regulation 5.1.

Table 3: 2026 Bill dat е Reading\ Usage Daily Account Service period usage balance January 2026 6, 102637 estimated 4598 66.6 $1,288.35 October 29, 2025 – January 6, 2026 (69 days) March 2026 16, 119014 read Mar 2 16377 297.8 $3,856.02 Jan...

AI summary The table provides billing details for 2026, including estimated and actual usage, daily usage, account balance, and service periods. Due to a cyber incident, the Equal Billing amount remained at $234/month for the first half of 2026. NS Power reviewed the plan midyear, adjusted it to $596/month, and then reverted it to $234/month at the customer's request, noting potential impacts on outstanding balances.