Topic:"Complaint Resolution" in M12273

The date submitted as a "decision" is the date of the letter I received from Nova Scotia Power. A copy can be provided, if necessary. How do they want the I want more detailed information about the breach including complaint resolved? more...

AI summary A customer raises concerns about Nova Scotia Power's (NSP) handling of a data breach, questioning the storage of personal information like social insurance numbers and demanding financial compensation for identity theft risks. The complaint includes requests for detailed breach information and references a matter (M12273) involving NSP and Nova Scotians.

oard, NSUARB ; [email protected]; Premier ; Information Privacy Commissioner for Nova Scotia Subject: Nova Scotia Power Privacy Some people who received this message don't often get email from Learn why this is important EXTERNAL EMAI...

AI summary A complaint is filed against Nova Scotia Power regarding a security breach where personal data was stolen by an unauthorized third party on March 19, 2025. The breach was discovered on April 25, 2025, but the complainant was notified only on May 23, 2025, two months later. The complainant criticizes the delayed response and inadequate handling of the incident.

TransUnion credit monitoring services. When I called the number, I was connected with TransUnion. This limited response is not enough support for victims of a data breach of this size. In closing, I request that Nova Scotia Power immediate...

AI summary Melissa Marsh alleges a data breach by Nova Scotia Power (NSP) compromised her personal information, requesting detailed breach specifics, explanations for delayed notification, enhanced identity protection, and improved cybersecurity protocols. She criticizes NSP's current response as inadequate for protecting customer data and ensuring transparency.

whether or not to pay the ransom. We obviously don't count. I appreciate your attention in this matter. Many thanks. Did they contact the utility? No How did the utility respond? Page 2 of 3 How do they want the Legal protection against id...

AI summary A customer lodges a formal complaint against Nova Scotia Power (NSP) for negligence in safeguarding data, leading to a data breach that resulted in identity theft and $30,000 in fraudulent losses. The complainant demands legal protection, compensation, transparency, and policy changes to prevent future incidents.

unts and steal money. NS Power is 100% responsible for this issue and I expect you to contact me immediately to rectify it. We have been in touch with the following organizations to file a complaint: • The Privacy Commissioner of Canada •...

AI summary Complainants allege NS Power is responsible for stolen funds, demanding compensation and a formal apology. They have contacted the Privacy Commissioner, Utility and Review Board, police, and media, with ongoing outreach to government officials.

ite is convoluted for many of us and only offers monitoring services, which we, the victims, are responsible keep track of. There is no legal protection. Page 2 of 4 What I have been able to do so far is: -Informed my credit card company o...

AI summary A consumer reports identity theft and fraud, criticizing NS Power for inadequate notice and consumer protection. They describe limited actions taken (credit card alerts, mytrueidentity, CRA issues) and argue that government oversight would prevent such vulnerabilities. The complainant feels marginalized, with no decision-making input from NS Power during the ransom consideration.

ransom. We obviously don't count. I appreciate your attention in this matter. Many thanks. Did they contact the utility? No How did the utility respond? How do they want the Legal protection against identity threat. Compensation from compl...

AI summary The text discusses a customer's complaint regarding identity theft and the desire for legal protection, compensation from the utility, and enhanced transparency and customer support measures. The customer requests new personal information, longer credit monitoring, and town halls to address the issue.

their date released to hackers / in the ransomware attack. Transunion is not effective in managing the monitoring. Supporting documents uploaded: Page 2 of 2 Type of complaint: Other Additional details: I received a letter on May 20,2025 f...

AI summary A customer received a letter from NS Power informing them of a data breach on March 19, 2025, but was notified on May 20, 2025, 8 weeks later. The customer was dissatisfied with the delayed notification and the response from Trans Union, which provided no immediate details about the stolen personal information.

sation based on previous data breeches such as the class action settlement with Dell etc. Please contact me as soon as you can. Sincerely, Sean Kelly and Michelle Kelly Type of complaint: Other Additional details: I am writing to file a fo...

AI summary The complainant reports a data breach by Nova Scotia Power (NS Power) that occurred in March 2025 but was not disclosed until May 2025. The breach compromised sensitive personal information, including Social Insurance Numbers (SIN), and the complainant criticizes the delayed notification and lack of transparency.

ms can be fully protected Expanded protection for affected customers, including: At least 10 years of credit monitoring Identity theft insurance A dedicated support line for breach victims Full cooperation with any independent investigatio...

AI summary A customer has submitted a formal complaint to the Nova Scotia Utility and Review Board against Nova Scotia Power Inc. regarding a data breach incident, lack of customer communication, and insufficient accountability. The customer reports significant impact on their sense of security and financial well-being.

ng to formally submit a complaint against Nova Scotia Power Inc. (NS Power) regarding the company’s recent handling of a data breach incident and its lack of customer communication and accountability. I was recently notified by NS Power vi...

AI summary A customer of Nova Scotia Power Inc. (NS Power) is filing a complaint with the NSUARB regarding the company's handling of a data breach, lack of communication, and absence of customer support. The customer is concerned about privacy violations, lack of transparency, and potential financial harm.

How do they want the I request that you urge Nova Scotia Power to: Provide me with complaint resolved? a detailed, specific account of exactly what personal information of mine was compromised in this breach. Explain the delay between disc...

AI summary The complainant requests Nova Scotia Power to provide detailed information about the data breach, explain the delay in notification, offer comprehensive identity protection, and improve cybersecurity protocols to prevent future incidents and ensure transparency and support for affected customers.

the Board will review this matter with the seriousness it deserves and help restore transparency and accountability. Sincerely, Danielle Kristine Maillet How do they want the To summarize, I am demanding the following: A full waiver compla...

AI summary The customer, Danielle Kristine Maillet, is demanding a full waiver of her current NS Power bill, a credit of $598.80, and a freeze on future charges until online account services are restored and proven secure. She also requests written confirmation that no late fees or negative credit impacts will apply during the disruption.

lling notices, or make informed decisions about my energy usage and payments. During this period, I have now received a substantial bill with no warning or ability to track or dispute it in real time. Additionally, your offer of a complime...

AI summary The customer is disputing a high energy bill due to poor communication and lack of real-time tracking. They also reject an unsolicited TransUnion subscription offer and demand a credit, bill waiver, and service freeze until online access is restored securely. They threaten to escalate the matter to regulatory bodies and seek legal consultation.

t important to teach our children these principles. Yet while we look to keep these principles close to the heart, sometimes we appear to forget; however, we always strive to achive and improve them. In light of the responsibilites, Nova S...

AI summary The text discusses a data breach by Nova Scotia Power (NSP) and highlights concerns about the lack of open communication and multiple contact options for customers. It suggests that NSP should improve its customer outreach methods, similar to other major organizations, and requests the Board to address the issue.

TELY INVESTIGATED FROM TOP TO BOTTOM� ������NON-STOP OVER BILLING BILLS COMING ALMOST EVERY WEEK‼‼‼‼‼‼ NO COMPETITION EQUALS ROBBERY. Betty Ann O’Halloran Type of complaint: Other Additional details: I received a letter from NSPower dated...

AI summary The complainant, Betty Ann O’Halloran, reports a data breach by NSPower, where customer information was accessed by an unauthorized third party. She expresses concern over the lack of transparency and dissatisfaction with the offered two-year credit monitoring solution. Timothy Leary supports the complaint and emphasizes the need for NSP to take full responsibility and provide long-term protection for affected customers.

.ca Cc: Board, NSUARB ; Premier ; Subject: Complaint Some people who received this message don't often get email from . Learn why this is important EXTERNAL EMAIL / COURRIEL EXTERNE Exercise caution when opening attachments or clicking on...

AI summary The complainant expressed frustration with NS Power's process for handling a cyber incident, particularly the difficulties encountered when trying to set up an account with TransUnion and the ineffective callback system provided by the representative.

e number of complaints they would receive. I am retired and I have spent a good part of a day trying to get an account with them, I give up. What about all the people that don't have the time I have? I now expect NS Power to resolve this i...

AI summary A customer, Mike Balcom, expresses frustration with NS Power and TransUnion after difficulties in establishing an account, requesting resolution from NS Power and the Nova Scotia Energy and Regulatory Boards Tribunal. Another complaint from David MacLeod is submitted regarding general issues with NS Power and municipal electric utilities.

Alternate phone number: Complaint Information Page 1 of 2 Type of complaint: Other Additional details: I was notified that my personal information was compromised in the spring 2025 data breach and was sent a link for identity theft protec...

AI summary A customer reports that NSP failed to properly communicate and resolve an issue related to a data breach in spring 2025, leading to ineffective identity theft protection registration and frustration. The customer seeks registration for credit protection and compensation for the time and stress incurred.

ect: Complaint Regarding Lack of Customer Communication on NS Power’s Free TransUnion Credit Monitoring You don't often get email from . Learn why this is important EXTERNAL EMAIL / COURRIEL EXTERNE Exercise caution when opening attachment...

AI summary A Nova Scotia Power customer is concerned about the lack of direct communication regarding the company's free TransUnion credit monitoring service following a cyber incident. The customer argues that NS Power should proactively notify all customers and provide clear instructions to ensure they are aware of the service and how to access it.

Sincerely, Weldon Young From: Painting-MacLean, Kimberly To: Painting-MacLean, Kimberly Subject: M12273 FW: NS power Date: November 28, 2025 1:21:01 PM From: Jessica Bradstock-Young Sent: November 19, 2025 12:41 PM To: Fisher, Darren - M.P...

AI summary The email expresses frustration with NS Power, citing concerns about lack of accountability, transparency, and privacy breaches, as well as the installation of smart meters that may pose safety risks. The sender requests a full audit and criticizes the company for hiding information about its leadership.

1 The process to identify what data was impacted has been extremely complex, but from the 2 outset, NS Power worked urgently to determine the full nature and scope of the data and 3 individuals that may have been affected. 4 5 Once NS Powe...

AI summary NS Power worked urgently to identify the scope of a data breach and notified affected individuals starting on May 1, 2025. The company also informed the public about the impact on former customers on June 25, 2025, and used various communication methods to ensure transparency.

1 Request IR-4: 2 3 (a) Please provide the utility’s comments to complaints received by the Board and filed 4 as Letters of Comment that request at least 10 years of credit monitoring Identity 5 theft. 6 7 (b) Please provide the utility’s...

AI summary The response to Request IR-4 explains that NS Power extended credit monitoring services for five years, beyond the industry standard, and encourages customers to monitor their credit information regularly. NS Power does not comment on the availability of similar coverage through banks or credit card providers.

the issues raised by the Premier without the need for a 23 new matter. 24 25 On December 10, 2025, the NSEB provided additional direction by letter stemming from a 26 customer complaint (M12457). In its letter, the NSEB noted as follows: 2...

AI summary The NSEB directed NS Power to report on progress related to a customer complaint (M12457) and a cybersecurity incident (M12273). The Board emphasized separate processes for broader reviews and requested updates in the final report. A letter (M12600) and complaint filing are referenced.

or and response to the event that occurred. The Board believes NS Power should be able to file this incident report by the end Document: 322528 -3- of this year, but if NS Power does not believe this date is achievable, it may propose anot...

AI summary The Board requires NS Power to file an incident report by year-end, with monthly progress updates if the deadline isn't met. MNP will independently assess the incident for the Board. Customer concerns about data misuse and communication issues with credit monitoring services are addressed through Letters of Comment and upcoming information requests.

Document: 322181 Date Filed: 24 July 2025 Page 3 1 Request IR-4: 2 a) Please provide the utility’s comments to complaints received by the Board and filed as 3 Letters of Comment that request at least 10 years of credit monitoring Identity...

AI summary The document includes three requests (IR-4 to IR-6) related to customer complaints about credit monitoring services and a cybersecurity breach. It seeks Nova Scotia Power's comments on complaints regarding credit monitoring coverage, compensation for declined services, and details about compromised personal data. The breach involved sensitive information like names, addresses, and financial data.

r seeking a determination. Rather, one or more individuals make a complaint to the regulator, and the regulator thereafter initiates a confidential investigative process. b. During the investigation, everything exchanged between the regula...

AI summary The process outlines how complaints are handled by the regulator through a confidential investigation. The regulator publishes a report detailing findings, company responses, and preventive measures, with the company allowed to comment on the draft. Complainants and intervenors are excluded from the inquiry process, with privacy regulations restricting their access to investigative records.

e’s content was underwhelming. It repeated information that generally was already provided in prior correspondence, and in the public domain. The Board would have expected more information about the Recovery Program Office, who is involved...

AI summary The Board criticized the Recovery Program Office's lack of transparency, customer concerns over data misuse, and delayed responses to Information Requests (IRs) related to cybersecurity. The Monthly Update failed to detail cybersecurity impacts on business systems or regulatory matters, with updates shared haphazardly through other filings.

the accuracy of the information provided. METHODS BY WHICH INFORMATION WAS RECEIVED 7. During the relevant period, complaints and inquiries were received through the following channels: a. telephone calls to the firm 's main phone line tha...

AI summary The document outlines methods for receiving complaints (telephone and online), collected contact information (name, phone, email), and estimates over 300 calls and 200 leads related to Nova Scotia Power. No identity verification of contacts was performed, and inquiries were directed to complete intake forms.

holding community engagement sessions throughout 2026 to answer customer questions directly, and our Customer Care Centre is able to support customers who have questions over the phone. • NS Power will actively encourage customers to take...

AI summary NS Power is engaging with customers through community sessions and phone support, promoting payment arrangements like Equal Billing to reduce disconnections. They acknowledge a recent cyberattack but emphasize grid security and ongoing cooperation with regulatory bodies.