Topic:"Complaint Resolution" in M12471

Type of complaint: Billing Issues Additional details: I moved and disconnected service Oct 2023, I had paid out my final bill in full and had presumed the account closed. I do not have a power bill in my name at all anymore since that time...

AI summary A customer reports receiving a bill from NS Power for service they no longer use, nearly two years after disconnecting service and paying their final bill. They are concerned about NS Power retaining their account and banking information and the potential for automatic payments to be processed without their knowledge, especially in light of a recent cyberattack.

3rd Floor, 1601 Lower Water Street Halifax, Nova Scotia B3J 3P6 Mailing Address PO Box 1692, Unit M Halifax, Nova Scotia B3J 3S3 TEL 902-424-1332 FAX 902-424-3919 TF 1-833-809-0040 [email protected] nserbt.ca/nseb September 11, 2025 Dear...

AI summary The Nova Scotia Utility and Review Board acknowledges receipt of a complaint (M12471) filed by Chantelle Murphy against Nova Scotia Power Inc. regarding billing issues. The Board clarifies its limited role in resolving complaints, focusing only on whether the utility followed approved regulations and not on financial arrangements or consumption issues on the customer's side of the meter.

NOVA SCOTIA ENERGY BOARD IN THE MATTER OF: THE PUBLIC UTILITIES ACT - and - IN THE MATTER OF: A Complaint by a customer of NOVA SCOTIA POWER INCORPORATED (NS Power) – Chantelle Murphy INFORMATION REQUESTS To: KATHLEEN MURRAY Regulatory Cou...

AI summary The Nova Scotia Energy Board has issued an information request to Nova Scotia Power Incorporated in response to a customer complaint. Regulatory Counsel Kathleen Murray is asked to provide information by January 13, 2026, with responses to be sent to Barry Cotnam of the Energy Board.

January 13, 2026 [[email protected]](mailto:[email protected]) Kathleen Murray Regulatory Counsel Nova Scotia Power Inc. P O Box 910 1223 Lower Water St Halifax NS B3J 3S8 Dear Ms. Murray: M12471 – NSPI Complaint – Billin...

AI summary A request for an extension of time to respond to a billing issue complaint (M12471) filed by Chantele Murphy has been approved by the Board, extending the deadline from January 13, 2026, to January 20, 2026.

The following table summarizes some of the key events in the evidence before the Board: Date Event October 21, 2021 You started account with NS Power at Dartmouth on an Automatic Payment plan (Autopay). October 31, 2023 The account was clo...

AI summary The document outlines a series of events related to a customer's account with NS Power, including the initiation of an Autopay plan, account closure due to disconnection, meter removal, and an erroneous billing issue. NS Power acknowledged the error and provided a correction, while the customer filed a complaint with the Board.