Topic:"Complaint Resolution" in M12563

6.4 DISPUTED BILLING FOR ELECTRIC SERVICE (1) Where a customer advises the Company that all or a portion of his bill or any matter relating to the provision of electric service is in dispute, the Company shall: - (a) record the date, time...

AI summary The regulation outlines the process for handling disputes over electric service billing. Customers must notify the company of disputes, and the company is required to investigate and attempt to resolve the matter informally. If unresolved, the dispute may be escalated to a Dispute Resolution Officer, with the customer having 12 days to appeal the decision to the Board before disconnection can occur.

Don Farmer, P.Eng. Dispute Resolution Officer From: Customer Relations < [email protected]> Sent: September 5, 2025 11:26 AM To: [email protected] Customer Relations < [email protected] > Subject: RE: 4 S...

AI summary Beverley Burlock has raised concerns about her power bills, prompting NS Power to grant the Dispute Resolution Officer (DRO) access to her account. Meter #2197146 will be removed and tested, with results shared once available. NS Power will provide its position after the test results are obtained.

PARTIALLY CONFIDENTIAL Lisa Wallace Chief Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: M12563 – DRO Appeal – Beverley Burlock Dear Ms. Wallace: In the Nova Scotia Energy Board's(Boa...

AI summary Ms. Beverley Burlock is appealing a decision by the Dispute Resolution Officer (DRO) regarding two of her 2025 energy bills. The DRO requested NS Power to provide their position, test meter accuracy, and clarify billing details. NS Power is directed to respond to the appeal by December 3, 2025.

BACKGROUND You received your August 2025 bill, which showed higher usage than expected compared to the same period in previous years. Based on this, you contacted NS Power to dispute the bill. NS Power offered to test the meter, and when a...

AI summary The customer disputes their August 2025 and February 2025 electricity bills, citing unexpectedly high usage compared to previous years. They contacted NS Power, who did not agree with the customer's concerns. The customer appealed to the Board, noting discrepancies in billing periods and usage rates.

The following table summarizes some of the key events in the evidence before the Board: Date Event Sep 4, 2025 You contacted the DRO to formally dispute the two bills. The DRO responded to you on the same day, outlining his role and asked...

AI summary The text outlines a customer's dispute with NS Power regarding their electricity bills, including correspondence with the DRO and an appeal to the Board. The DRO requested meter test results and issued a decision, allowing the customer to request an independent test or appeal to the Board.