Topic:"Billing Procedures" in M13097

Subject: Appeal of NS Power DRO Decision – Account Dear Nova Scotia Energy Board, I am writing to appeal the Final Written Decision of Nova Scotia Power's Dispute Resolution Officer regarding my account at , Account I understand the DRO's...

AI summary The customer is appealing a DRO decision regarding their electricity bill, specifically questioning the actual consumption, the large increase in usage, and the circumstances leading to the accumulated balance, which were not adequately addressed in the DRO's decision.

3. The Equal Billing issue is also important to the resulting balance NS Power has acknowledged that, because of the cybersecurity incident, the normal July 2025 and January 2026 Equal Billing reviews did not occur. My monthly Equal Billin...

AI summary The Equal Billing issue is significant due to the cybersecurity incident that prevented regular reviews in July 2025 and January 2026. The customer's monthly Equal Billing remained around $102–$103 while actual consumption increased, leading to a $3,829.77 balance by June 2026. The customer has made partial payments and is concerned about how the delayed reviews and increased consumption should affect the resolution of the remaining balance.

What I am asking the Board to review I am respectfully asking the Board to independently review: - 1. Whether the actual meter readings and resulting consumption calculations are correct; - 2. The significant increase from approximately 45...

AI summary The applicant, Stephanie Jamieson, is requesting the Board to review the accuracy of meter readings, the increase in electricity consumption after installing a heat pump, the heat pump's impact on consumption, the effect of missed Equal Billing reviews during a cybersecurity incident, and whether the resulting balance and payment amount should be reconsidered.

Your Dispute in summarx..ls: that you have service from N .S.Power at ; that you are disputing your 2 July 2026 outstanding balance of $3829.77 (ledger attached); that you are a single Mom of two; thatnyou have been on Equal billing of$100...

AI summary The customer is disputing an outstanding balance with Nova Scotia Power, citing financial hardship as a single mother of two. The dispute includes concerns over billing accuracy following a cybersecurity incident, estimated billing, and the impact of a heat pump on electricity consumption. The customer questions the magnitude of the increase in electricity consumption and whether it is reasonably explained.

63 GJ - 43 GJ = 20 GJ increase in modeled electricity use So, the EnerGuide reports do support that the heat pump would increase electricity consumption. However, they also show that the home's total modeled energy consumption decreased by...

AI summary The customer reports a 20 GJ increase in modeled electricity use after installing a heat pump, but notes a 91 GJ reduction in total energy consumption. They argue the balance may be partly due to delayed billing adjustments from a cybersecurity disruption rather than solely due to the heat pump. They request a fair assessment of the situation.

2. Effect of the missed reviews Please confirm what my Equal Monthly Billing amount would have been if the normal July 2025 and January 2026 reviews had occurred. In other words, please provide the amounts that would have been recommended...

AI summary The document addresses the effect of missed reviews on Equal Monthly Billing amounts for Ms. Jamieson. Nova Scotia Power explains that the July 2025 review could not be determined due to estimated meter readings, and the January 2026 review would have resulted in an approximate $359 monthly payment based on available data.

3. Current monthly amount Your correspondence states that my current Budget amount increased to $385. However, when I spoke with Customer Service after making my $3,000 and $500 payments, I was told approximately $345 and then approximatel...

AI summary The customer is confused about the discrepancy between the stated and calculated monthly billing amounts. The calculation is based on 22,755 kWh of electricity consumption over a year, with an energy cost of $0.19128 per kWh, resulting in an equal monthly billing amount of approximately $402. An additional $26/month is added for outstanding balance recovery, totaling $427/month.

6. Equal Billing cancellation I specifically requested to be removed from the Equal Monthly Billing Plan after making the $3,500 payment. Please confirm that this request has been processed and provide the effective date. The equal monthly...

AI summary The customer requested removal from the Equal Monthly Billing Plan after a $3,500 payment and was confirmed to be removed effective August 72, 2026. However, the customer later disputes the billing increase and disagrees with the assessment and options provided.

Don Farmer, P. Eng., Dispute Resolution Officer (D.R.0.) nsP-disJl_uteresoluti01i@,,gmail.com N.S.Power Customer Relations, .5.rephanie Jamieson N.S.Power Please provide your comments/position on the Customers immediately following email....

AI summary Stephanie Jamieson is disputing billing discrepancies related to estimated meter readings and Equal Monthly Billing amounts on her account. She is seeking clarification on how the billing was calculated and why the balance has accumulated.

1. Equal Billing calculation Please provide the calculation used to establish my original approximately $102 Equal Monthly Billing amount when I moved into the property in October 2024, including the historical annual kWh usage on which th...

AI summary The text requests the calculation method for the Equal Monthly Billing amount set in October 2024 and the January 2025 review, including the historical annual kWh usage that influenced the original billing amount.

2. Effect of the missed reviews Please confirm what my Equal Monthly Billing amount would have been if the normal July 2025 and January 2026 reviews had occurred. In other words, please provide the amounts that would have been recommended...

AI summary The text requests confirmation of the Equal Monthly Billing amount that would have been recommended if the July 2025 and January 2026 reviews had taken place, based on consumption data available at the time.

3. Current monthly amount Your correspondence states that my current Budget amount increased to $385. However, when I spoke with Customer Service after making my $3,000 and $500 payments, I was told approximately $345 and then approximatel...

AI summary The customer is confused about the discrepancy in the monthly budget amounts provided by Customer Service and the proposed Budget Settlement Agreement, which include figures of $385, $345, $354, and $401. The customer requests a clear explanation and the actual calculation supporting these figures.

5. Meter readings Thank you for confirming that the September 2025 reading was an actual meter reading and that the May and July readings were estimates. Please provide the actual meter readings and dates used to establish the September re...

AI summary The text requests confirmation of actual meter readings for September 2025 and estimates for May and July, and asks for the actual readings and dates used in the September reconciliation and subsequent bills.

6. Equal Billing cancellation I specifically requested to be removed from the Equal Monthly Billing Plan after making the $3,500 payment. Please confirm that this request has been processed and provide the effective date. I do not wish to...

AI summary The customer requests removal from the Equal Monthly Billing Plan after a $3,500 payment and seeks confirmation of the effective date. They also express concern about the accuracy of the Equal Monthly Billing amount, which was initially based on the previous occupant's usage and not reviewed during the cyber incident.

Stephanie Jamieson From: Customer Relations Sent: September 2, 2026 12:39 PM To: • • • • • -'=""'. """""' ... Cc: ; Customer Relations Subject: RE: ORO 1 Sept re Stephanie Jamieson re FORMAL BILLING DISPUTE Mr. Farmer, Access for the DRO h...

AI summary NS Power informed Mr. Farmer that the customer's meter reads for May, July, and September 2025 were estimated, with the September 2025 bill being a reconciliation bill. The budget plan was based on previous occupants' usage due to a cyber incident, leading to an increase in the monthly budget amount. The customer made payments but still has an outstanding balance.

Option 1: Ms. Jamieson may be reinstated on the Equal Monthly Billing Plan, with the outstanding balance of $627.85 spread over the next 24 months. This would be a Budget Settlement Agreement. Under this arrangement, her equal monthly paym...

AI summary Ms. Jamieson may be reinstated on the Equal Monthly Billing Plan with a $627.85 balance spread over 24 months, resulting in a $427 monthly payment. The agreement would remain in place for 24 months, after which the January yearly review would adjust payments. Missed payments would cancel the agreement and resume regular collection.

Option 2: Alternatively, Ms. Jamieson may repay the outstanding balance through four equal payments of $156.96 over a two-month period. The payment due dates would be: - September 11 - September 25 - October 9 - October 23 Her next bill is...

AI summary Stephanie Jamieson is seeking assistance with a billing dispute, requesting repayment options for an outstanding balance. She has been in communication with NS Power and the Dispute Resolution Officer (DRO), explaining her financial hardship and the need for a revised payment plan.

Hello, It is nearing a month since I emailed NSP Disputes and have not receive a reply to even confirm receipt of my email. I do not know what documents you require to advance my dispute. I have paid to date $3500 of the amount showing on...

AI summary The individual is contacting NSP regarding a billing dispute, expressing frustration over lack of response, confusion about the billing amount, and a belief that an error has occurred. They have made payments and are seeking clarification and assistance.

Hello, I a1n fom1ally disputing the $3,829.77 balance currently showing on my Nova Scotia Power account. I have been enrolled in Equal Billing since approximately October 2024 and have been making the required monthly payments of approxjma...

AI summary The customer is disputing a $3,829.77 balance on their Nova Scotia Power account, citing irregularities in billing, including a 179-day billing period and estimated billing following a cybersecurity incident on April 25, 2025. They request a full audit and reconciliation of their account.

[ am requesting: - 1. A cmnplete transaction history of my account frmn October 2024 to present. - 2. A complete breakdown of every bill issued during this period, including whether each bill was actual or estimated. - 3. The meter reading...

AI summary Stephanie Jamieson is requesting a detailed reconciliation of her electricity account, including transaction history, bill breakdowns, meter readings, and explanations of charges following a cyber incident. She disputes the current balance and seeks confirmation that she is only being charged for actual consumption.

Option 1: Ms. Jamieson may be reinstated on the Equal Monthly Billing Plan, with the outstanding balance of $627.85 spread over the next 24 months. This would be a Budget Settlement Agreement. Under this arrangement, her equal monthly paym...

AI summary Ms. Jamieson is offered a Budget Settlement Agreement to reinstate her service on the Equal Monthly Billing Plan, with her outstanding balance of $627.85 spread over 24 months. The monthly payment would be $427, with $401 for current usage and $26 toward the balance. Missed payments would result in cancellation of the agreement and resumption of regular collection procedures.

1. My original Equal Billing amount and the missed reviews My Equal Billing amount was $100 per month. This was the amount I had been budgeting for and paying toward my electricity costs. NS Power acknowledges that the scheduled Equal Bill...

AI summary The customer is requesting a clear explanation of how their original Equal Billing amount of $100 was established, how it changed over time, and the impact of missed reviews in July 2025 and January 2026 due to a cyber incident. There is a discrepancy between the $166 and $157.74 figures provided by NS Power.

3. NS Power's responsibility to its customers I believe this aspect of my complaint deserves particular consideration. NS Power acknowledges that its scheduled Equal Billing reviews did not occur because of the cyber incident. I understand...

AI summary The complainant emphasizes the importance of clear communication and accountability by NS Power following a cyber incident that disrupted scheduled Equal Billing reviews. They argue that the lack of transparency and failure to address the impact on their account has caused significant distress, especially given the lack of alternative electricity providers in Nova Scotia.

5. Request for the Board's consideration I have now made all payments totalling over $3,800 to continue my ongoing service and my outstanding balance is now at $0.00. I have made these payments because I want to address the account respons...

AI summary Stephanie Jamieson has fully paid her outstanding balance but seeks clarification on changes to her Equal Billing amount, missed reviews, and calculations. She requests a credit or relief due to NS Power's failure in billing procedures and asks the Board to consider accountability and customer communication in its review.