Topic:"Complaint Resolution" in M12616

How do they want the complaint resolved? I respectfully request that the Board: 1. Require Nova Scotia Power to provide a full and transparent reconciliation, including actual versus estimated kWh for each billing period and the exact meth...

AI summary Swati Patel requests the Board to address billing inaccuracies caused by Nova Scotia Power's system failures, including a full reconciliation of usage, review of meter history, compliance with regulations, correction of overbilling, and financial relief due to hardship.

APPEAL OF THE DRO DECISION You appealed the DRO decision dated December 8, 2025, on the following grounds: 1) Your bills included estimated usage caused by the cyber incident with no clear explanations of how charges were calculated; and T...

AI summary The customer is appealing a DRO decision dated December 8, 2025, regarding billing inaccuracies caused by a cyber incident. The DRO did not address inconsistencies in usage history or the calculation of charges. The DRO is an independent third party, and customers may appeal decisions to the Board within 12 days.

The following table summarizes some of the key events in the evidence before the Board: Date Event January 6, 2023 You started account Halifax, with $126 security deposit. July 16, 2024 NS Power started your connection at May 16, 2025 NS P...

AI summary The document outlines a series of billing events between a customer and NS Power, including estimated bills, reconciled bills, and a dispute with the DRO. The customer appealed the DRO's decision to the Board, citing unresolved billing concerns.

The following table summarizes some of the key events in the evidence before the Board: Date Event January 6, 2023 You started account Halifax, with $126 security deposit. July 16, 2024 NS Power started your connection at May 16, 2025 NS P...

AI summary The text outlines a timeline of billing events involving a customer and NS Power, including estimated and reconciled bills, a customer appeal to the DRO, and subsequent resolution and appeal to the Board.

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, tim...

AI summary This section outlines the process for resolving disputes regarding electric service billing. Customers must notify the company of disputes, and the company is required to investigate and attempt informal resolution. If unresolved, the Dispute Resolution Officer will make a decision, with an option for the customer to appeal to the Board within 12 days.