Topic:"Complaint Resolution" in M12600

Contact Information Name on account: Susan Joudrey Account number: \ \ \ \ \ \ \ Business contact: Account address: Address 1: \ \ \ \ \ \ \ Address 2: \ \ \ \ \ \ \ \ City: \ \ \ \ \ \ \ \ Province: \ \ \ \ \ \ \ Postal code: \ \ \ \ \ \...

AI summary A customer, Susan Joudrey, filed a complaint regarding a cyber breach by Nova Scotia Power, expressing concerns about the delayed disclosure, lack of guidance on account security, and insufficient resolution. She requests detailed information about the breach and financial compensation for affected customers.

Dear Nova Scotia Power, I am writing to lodge a formal complaint against Nova Scotia (NS) Power for your extreme negligence in safeguarding customer data, communications with customers about their recent data breach, delays in the communic...

AI summary The complainants report a data breach by Nova Scotia Power, leading to identity theft and financial loss. They criticize the delayed notification, lack of urgency in communication, and the distribution of personal information. They demand a formal apology, compensation for the stolen $30,000, and a timeline for resolution.

I am formally requesting: - 1. A full explanation of how this breach occurred and what data of mine was compromised. - 2. Immediate restoration of billing communication in a secure format. - 3. Written confirmation that my credit and accou...

AI summary The complainant, Elizabeth Hartling, is requesting a full explanation of a data breach, restoration of secure billing communication, assurance of no negative impact on her credit or account status, an apology for poor customer service, and financial compensation for stress and potential identity theft. She threatens to escalate the matter to the Nova Scotia Utility and Review Board and other relevant bodies if not resolved within 14 days.

\ \ EXTERNAL EMAIL / COURRIEL EXTERNE \ \ Exercise caution when opening attachments or clicking on links / Faites preuve de prudence si vous ouvrez une pièce jointe ou cliquez sur un lien Hey! I am writing to make a formal complaint and re...

AI summary A concerned individual writes a formal complaint to NS Power, expressing outrage over privacy breaches, lack of accountability, and financial strain from rate increases and inaccurate bill estimates. The complaint also highlights concerns about smart meter safety and the need for a comprehensive audit of the company's financial and operational practices.

Minister of Energy – Accountability for Nova Scotia Power (NSEB M12600) NSPI Responses to Consumer Advocate Information Requests 1 customer questions and concerns, including the Frequently Asked Questions section of the 2 page. Drawing on...

AI summary Nova Scotia Power reviewed its communication strategy following a cybersecurity incident, implementing SEO improvements and conducting a pulse survey. Results showed high awareness of the incident, with television as the primary source. Direct communication was effective for those directly impacted. Credit monitoring awareness was high, but uptake was low due to confusion and technical issues. Additional outreach, including in-person sessions and bill inserts, was implemented to encourage sign-ups.

2 3 Provide the total volume of customer complaints received through the Customer Care 4 Centre and TransUnion Contact Centre specifically categorized as Billing Inaccuracy or 5 Estimation Dispute since the Restoration Roadmap was first pu...

AI summary The response outlines how customer complaints related to billing inaccuracies and estimation disputes are tracked through the Customer Care Centre and TransUnion Contact Centre since the Restoration Roadmap was published. Billing escalations are categorized under 'Billing', while TransUnion escalations are not tracked by category.

1 Request IR-1: 2 3 With respect to privacy policies and procedures, please provide the following documentation. 4 If any of the documents are not available, please provide the reasons for each request. 5 6 (a) Privacy training policy and...

AI summary The document outlines a request for information regarding privacy policies and procedures, including training programs, staff completion rates, and breach response plans. NS Power provides details on their ongoing privacy training, with 96% of assigned modules completed in 2024.

30 1 (g) NS Power did not conduct a formal audit of access to personal data of customers in the 2 9 (b) Amount of access to information requests made by customers related to the 10 cybersecurity incident. 11 12 (c) Information about whethe...

AI summary The document outlines a series of information requests related to a cybersecurity incident, focusing on customer data access, response times, and privacy complaints. These requests are part of an inquiry into NS Power's handling of customer data and privacy issues.

(a) NS Power's "Access to Personal Information Procedure" has been provided as Confidential Attachment 4 to NSEB IR-9 . (b-d) NS Power employs an established access request response procedure which is designed to ensure a standard response...

AI summary NS Power faced a surge in access requests and privacy complaints following a cybersecurity incident, which required significant resource allocation. NS Power could not respond to all requests within 30 days but addressed them within 60 days. Privacy complaints were often tied to access requests and were handled similarly due to resource constraints.

Minister of Energy – Accountability for Nova Scotia Power (NSEB M12600) NSPI Responses to Small Business Advocate Information Requests 1 Request IR-01: • 20 Drafted, reviewed and revised scripts for verbal External Communications – 21 comm...

AI summary The document outlines the steps taken by Nova Scotia Power in response to a data incident, including drafting communications, notifying stakeholders, and coordinating credit monitoring and law enforcement interactions.

16-4) M12273, Exhibit N-2, NSEB IR-10 (a-b). [ 50 ](#page-16-6) M12273, Exhibit N-5 Section 4.2 Customer Notification Timeline, pg 20. [ 51 ](#page-16-8) M12273, Exhibit N-5 Section 4.2 Additional Customer Notification, pg 23. [ 52 ](#page...

AI summary The document discusses the frequency and effectiveness of communications to customers following a privacy breach, emphasizing the need for NSP to improve its communication policy by sending direct notifications to all customers, not just those affected. It highlights concerns about the lack of clarity regarding the specific personal information compromised and recommends updates to the policy.

Additional Customer Notification - 47. In Section 4.2 of the Incident Report, NSPI explained that as it continued its investigation into the scope and nature of the impacted data, it identified approximately 97,000 additional customers in...

AI summary NSPI identified an additional 97,000 customers impacted by a data incident and sent notices on October 31, 2025. The delay in notification was deemed unreasonable by the reviewer.

F. Conclusion - 105. In conclusion, in my opinion, the following actions by NSPI met best practice, and were reasonable in terms of expectations for customer service and limiting the impacts of the cybersecurity attack on customers: - Asid...

AI summary The conclusion evaluates NSPI's actions following a cybersecurity attack, finding some measures reasonable and others not. While NSPI's privacy governance, notification timelines, and customer communication were deemed reasonable, the use of a PI inventory, retention of SINs, and lack of record-keeping were considered unreasonable.

2025 Nova Scotia Power's Cybersecurity Incident Report REDACTED 1 The NSEB replied to the Premier by letter on December 10, 2025, providing, in part, the following: 2 3 Upon receipt of your letter, the Board opened a new matter (M12600). G...

AI summary The NSEB opened a new matter (M12600) following a letter from the Premier, connecting it to an ongoing cybersecurity inquiry (M12273). NS Power argues that many issues raised by the Premier were already addressed in prior reports and that M12273 is the appropriate proceeding. The NSEB also requested NS Power to provide updates on a broader review related to a customer complaint (M12457).

9 Expert Opinion - 10 I disagree with this finding. The elapsed time between the May 13 notification and the October 31 - 11 notification requires contextual analysis that Ms. Ralph's approach does not fully or otherwise - 12 sufficiently...

AI summary The expert disagrees with the finding regarding the timing of NS Power's customer notifications, arguing that the October 31 direct mailing was a reasonable follow-up after initial public communications and ongoing forensic analysis, rather than the first notification to affected individuals.

only to recovering from this incident, but to improving confidence, learning from what occurred, and emerging as a stronger and more secure organization for our customers, employees, and communities. One of the central issues in this proce...

AI summary The text discusses Nova Scotia Power's efforts to communicate with customers following a cyber incident, emphasizing their adherence to PIPEDA's breach notification requirements and the measures taken to inform and support affected individuals.

AMENDED HEARING ORDER On December 3, 2025, the Honourable Tim Houston, Premier of Nova Scotia and Minister of Energy, wrote to the Nova Scotia Energy Board to express concern about the number of Nova Scotians experiencing inaccurate billin...

AI summary The Nova Scotia Energy Board amended the hearing order for a proceeding concerning inaccurate billing and lack of responsiveness from NS Power following a cybersecurity breach. The Board is addressing the matter through an oral hearing, with dates set for August 2026, and has directed NS Power to respond to certain intervenor requests.

HEARING ORDER On December 3, 2025, the Honourable Tim Houston, Premier of Nova Scotia and Minister of Energy, wrote to the Nova Scotia Energy Board to express concern about the number of Nova Scotians experiencing inaccurate billing and a...

AI summary The Nova Scotia Energy Board has opened a new matter (M12600) following concerns raised by the Premier about inaccurate billing and lack of responsiveness from NS Power after a cybersecurity breach. A public hearing is scheduled for July 2026 to address the issue.

39 Question 40 41 a. For each month following the Incident up to and including the most recent month of 42 actuals available, please provide: 43 44 i. The total number and percentage of customer bills that were estimated. 45 46 ii. The num...

AI summary The proceeding requests Nova Scotia Power Inc. (NSPI) to provide information on estimated customer bills following an incident, including metrics on estimated bills, customer complaints, service metrics, policies for handling complaints, methods used to estimate bills, changes post-incident, and whether interest is credited for overpayments.

Customer Communications IR-9. Provide the total volume of customer complaints received through the Customer Care Centre and TransUnion Contact Centre specifically categorized as Billing Inaccuracy or Estimation Dispute since the Restoratio...

AI summary The document requests information on customer complaints related to billing inaccuracies and estimation disputes since the Restoration Roadmap was published, as well as communications sent to customers using real-time measurement equipment regarding billing functionality delays.

AMENDED HEARING ORDER On December 3, 2025, the Honourable Tim Houston, Premier of Nova Scotia and Minister of Energy, wrote to the Nova Scotia Energy Board to express concern about the number of Nova Scotians experiencing inaccurate billin...

AI summary The Nova Scotia Energy Board has amended the hearing order for a matter concerning inaccurate billing and lack of responsiveness from NS Power following a cybersecurity breach. The Board has opened a new matter (M12600) and will consider NS Power's Cybersecurity Incident Report before deciding on a process. A public hearing is scheduled for August 2026.

NOVA SCOTIA POWER PANEL 83 Cr-ex, (Roberts) 1 still Social Insurance Numbers customer Social 13 CHAIR DEVEAU: So is it moved to VICE 14 that preparation area or copied to that preparation area? 15 MR. MacLEOD: It is copied to that 16 prepa...

AI summary The proceeding discusses the handling of customer data by Nova Scotia Power, including the copying of Social Insurance Numbers to preparation and staging areas, and the timeline of a data breach incident, including when it was discovered and when the first notice to customers was issued.

NOVA SCOTIA POWER PANEL 153 Cr-ex, (MacAdam) 1 A. (Williams) Sorry; could you just 13 individuals by TransUnion, and also Equifax. 14 Q. So if we could pull up the 15 rebuttal evidence, Exhibit N-17, page 5 of 100. On 16 line 5, it says: 1...

AI summary The document discusses a proceeding involving Nova Scotia Power, focusing on the timing of customer notifications sent on May 13, 2025, and the discrepancy between the date of the letters and the date they were received by customers. The discussion centers on the delivery timeline and the potential for customers to receive the letters shortly after May 13.

especially with former customers, you know, kept track of like what information, contact information, or disposed of that information that it no longer needed anymore. Q. Yeah. Well, with respect to these 97,000, I guess my concern is that...

AI summary The discussion centers around concerns regarding the handling of customer information and the notification process following a privacy breach. The witness addresses the determination of unreasonableness in the delay of informing 97,000 customers and the content of the letters sent to notify them.