Topic:"Billing Procedures" in M13093

Appeal - NS Power Dispute Resolution Officer (DRO) Reference Number: 260914001 Submitted on: Monday, September 14 2026 at 12:47:17 PM (ADT) Contact Information Name on account: Jillian Coxhead Account number: Business contact: Account addr...

AI summary Jillian Coxhead disputes a billing issue with Nova Scotia Power (NSP), claiming she was overbilled for 80 days and that NSP increased her budget billing amount from 550 to 811 per month without justification. She argues that her usage is not as high as claimed and that the large bill was a mistake. She requests a manageable payment plan and a correction to the overcharge.

BACKGROUND & FINDINGS You started account with NS Power at was installed at your property in June 2022. On July 3, 2026, your analog meter was removed for testing and replaced with a digital meter. NS Power's Regulation 5.1 states the foll...

AI summary The customer's account with NS Power was started in June 2022, and their analog meter was removed for testing and replaced with a digital meter on July 3, 2026. NS Power's Regulation 5.1 outlines meter reading procedures.

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 actual readings cannot be obtained, and specifies that adjustments will be made once actual readings are available.

Your Meter and the Meter Test On March 5, 2026, during your appeal with the DRO, you declined a meter test because NS Power said it would have to replace your analog meter with a digital meter after the analog meter was removed for testing...

AI summary The document outlines a customer's appeal regarding a meter test and billing discrepancy. The customer initially declined a meter test due to concerns about meter replacement, but later agreed. NS Power conducted the test and provided results confirming the meter's accuracy. A billing discrepancy was raised, but NS Power provided evidence confirming the meter reading was accurate.

According to NS Power's response to the Board's IR-2, it estimated your usage during the service period when an actual meter read was not available by calculating the average daily usage from bills issued the previous year with the same se...

AI summary NS Power estimated customer usage during periods without actual meter reads by using historical data, which the Board found compliant with Regulation 5.1. However, the estimates overestimated the customer's usage, leading to an overcharge. The customer was evacuated due to a wildfire, and their account balance was over $1,700 due to unpaid bills.

87 kWh usage during this billing period appears to reflect that. However, since your payments have not caught up to the monthly Equal Billing amount, your account balance was over $1,700 in this bill. For the December 2025 bill, NS Power u...

AI summary The customer's December 2025 bill was calculated based on historical average usage, which resulted in an estimated usage of 1,025 kWh for the billing period. The account balance was over $1,700 due to unpaid balances from previous bills.

NS Power explained that it cancelled the estimated bill dated February 13, 2026, because of an input error and replaced it with the bill dated March 3, 2026, with a true meter read. The actual meter read of 94,087 kWh on March 2, 2026, was...

AI summary NS Power corrected an error in estimated bills, resulting in a catch-up bill for the period from October 9, 2025, to March 2, 2026. The customer expressed frustration over billing inaccuracies and requested a digital meter, but the Board accepted the calculated energy charges based on actual meter reads, which were within accuracy limits.

Your Equal Billing Plan On March 9, 2026, the DRO instructed NS Power to review its calculation for your Equal Billing Plan or to establish a Payment Agreement. NS Power informed the DRO the next day that your $550 monthly payment remains....

AI summary The DRO instructed NS Power to review the Equal Billing Plan or establish a payment agreement. NS Power maintains a $550/month payment plan for 36 months to settle arrears, while the customer requests a lower payment of $400/month. NS Power argues that the lower payment would not cover arrears effectively, and the Board acknowledges the financial burden caused by estimated and catch-up bills.

CONCLUSION 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 app...

AI summary The Board upholds the DRO's decision and dismisses the appeal, finding that NS Power complied with regulations regarding billing estimates. The Board also notes a separate investigation into a cybersecurity incident and directs NS Power to arrange a payment plan for the customer.

Your Dispute in summary is: That you have service from N.S.Power at That your current outstanding balance with N.S.Power is $7,474.53 That a 21 Aug 2026 NSEB appeal of a previous DRO Decision is relevant and attached. That the DRO instruct...

AI summary The dispute involves a customer of N.S.Power who is disputing an increase in their Equal Billing Plan payment from $550 to $811 per month. The customer claims they agreed to the $550 payment with the energy board, while N.S.Power argues that a new 36-month budget settlement arrangement was proposed due to non-payment of agreed-upon amounts.

ayments remain at $550 per month or that she be removed October 1, 2026 L. Wallace from Equal Billing. This is referenced on page 2 of 14 in the DRO file attached as Confidential Attachment 1 . - September 2, 2026 The DRO responded to the...

AI summary The Nova Scotia Energy Board (NSEB) directed NS Power to contact Ms. Coxhead to arrange a payment plan after she failed to make monthly Equal Billing payments of $550. NS Power proposed a 36-month budget settlement with a monthly payment of $811, which includes $600 for current consumption and $211 toward outstanding arrears of $7,474.53.

Background By way of background, this is the second appeal arising from billing concerns raised by Ms. Coxhead. On March 9, 2026, the DRO issued a Final Written Decision finding that, in accordance with Board-approved Regulation 5.1, NS Po...

AI summary This appeal arises from billing disputes involving Ms. Coxhead, where the DRO and the Board upheld NS Power's billing practices. NS Power proposed a revised payment plan after the Board's decision, factoring in updated account balances and usage estimates. The Board directed NS Power to establish a reasonable payment arrangement based on the customer's ability to pay.

Operation of the Budget Settlement Amount No interest, penalty, or late payment charges would be applied while Ms. Coxhead remains in compliance with the proposed payment arrangement. Specifically, compliance with the arrangement requires...

AI summary The Budget Settlement Plan allows Ms. Coxhead to pay a fixed monthly amount, avoiding late fees as long as she complies. NS Power will review and adjust the usage component every six months. The arrears repayment amount remains fixed for the 36-month term. At the end, she can choose to stay on Equal Billing or return to standard billing.

From: Carley Freeman Cc: Wallace, Lisa; Penney, Nicole; Forsey, Lisa; Reiner, Sofia; Morris, Mollie; Murray, Kathleen Subject: Re: M13093 - Jillian Coxhead DRO Appeal - Response Date: October 1, 2026 2:34:04 PM \ \ EXTERNAL EMAIL / COURRIE...

AI summary Jillian Coxhead is disputing a large electricity bill from NSP, claiming it was incorrect and not based on actual usage. She notes that after the installation of a digital meter, her bills have decreased significantly. NSP provided a budget billing estimate of $811 per month, but Jillian's previous estimate was $550, and she is frustrated that the large bill was not properly investigated or adjusted.

BACKGROUND & FINDINGS During the Board's review of your previous appeal in M12804, NS Power explained that your Equal Billing Plan payment of $550 per month was to cover your ongoing usage of around $364 per month and arrears of $196 per m...

AI summary The Nova Scotia Energy Board reviewed an appeal (M12804) regarding a customer's Equal Billing Plan payment and found that NS Power's proposed $724 monthly payment is reasonable, covering both ongoing energy charges and outstanding arrears. The Board also noted that a down payment could reduce the monthly payment. The customer is encouraged to consider this option, though it remains a significant financial burden.