Topic:"Complaint Resolution" in M12726

Supporting - DRO Final Written Decision re Crista documents uploaded: MacNeil re Shaun Campbell Account consumption dispute.eml - kwh_daily_usage_comparison.png - Follow-Up on Billing Discrepancy - -6.eml Account - Shaun Campbell & Cristal...

AI summary Shaun Campbell appeals a DRO decision regarding a billing dispute, arguing that the September 2025 meter read included pre-occupancy usage, leading to an inflated $437.29 bill. The appeal highlights discrepancies between the billed amount and historical charges, suggesting prior tenant consumption or construction load may have been erroneously included.

From: Shaun Campbell <s Sent: February 14, 2026 8:34 PM To: [email protected] Subject: Request for Formal Review of Billing Irregularities – Dear NSP Dispute Resolution Officer, My name is Shaun Campbell, (NSP account: and I a...

AI summary Shaun Campbell requests a formal review of unresolved billing discrepancies at his former and current Nova Scotia Power service addresses, citing unresolved issues despite multiple contacts with the utility and inclusion of supporting documents.

Sent: February 20, 2026 12:03 PM To: [email protected]; [email protected]; Subject: Fwd: DRO 19 Feb re Shaun Campbell dispute re p Hello Mr. Farmer, My name is Crista MacNeil. I'm reaching out regarding the ongoing issu...

AI summary Crista MacNeil is seeking assistance with unresolved billing issues her daughter and son-in-law have faced with Nova Scotia Power (NSP) since July 2025, despite multiple attempts to resolve the matter. NSP has offered a payment plan, but the root billing issue remains unaddressed. Shaun Campbell has granted permission for the DRO to access his file and communicate directly with Crista MacNeil.

8. Authorization to Discuss My Account I authorize Crista MacNeil to speak with Nova Scotia Power on my behalf regarding this matter. She may be contacted at She has my full permission to discuss my account, billing history, and any detail...

AI summary Shaun Campbell authorizes Crista MacNeil to discuss his billing dispute with Nova Scotia Power (NSP). Don Farmer, the Dispute Resolution Officer (DRO), explains his role in resolving disputes after standard customer channels fail and directs Campbell to contact NSP first. Campbell confirms he has authorized NSP to share account details with Farmer.

N.S.Power See immediately following - Is Crista MacNeil authorized on this Account (Shaun Campbell) ? Don Farmer, P.Eng. Dispute Resolution Officer From: Shaun Campbell Sent: February 21, 2026 11:56 AM To: [email protected] Su...

AI summary The Dispute Resolution Officer (DRO) clarifies their role in resolving disputes between N.S.Power and customers, emphasizing that they are not employees of N.S.Power and that disputes should first be addressed through customer relations channels. The DRO also outlines the process for customers to escalate unresolved issues and appeal decisions.

Mr Farmer Thank you for your email. We have been in contact with NS Power since July trying to resolve these issues. They tell us there is nothing further that can be done and have offered a payment plan. We are not sure where to go from h...

AI summary Crista MacNeil expresses frustration with NS Power's inability to resolve a payment dispute, claiming all escalation avenues have been exhausted despite attempts to contact higher-level staff. NS Power has offered a payment plan but provided no further resolution, prompting a request for additional options.

Crista In response to your following email re the Account of Shaun Campbell on which you are acting as authorized Agent, , I will gin with my Role Statement as Dispute Resolution Officer (DRO) in matters of dispute between N.S.Power and th...

AI summary The Dispute Resolution Officer (DRO) clarifies their role in resolving disputes between Nova Scotia Power (NSP) and customers, emphasizing NSP's responsibility to deliver power to the meter, not on-premise usage. Meter accuracy tests are critical in consumption disputes, with NSP conducting initial tests and customers able to request independent verification.

From: [email protected] Sent: February 26, 2026 2:09 PM To: Cc: [email protected] Subject: DRO Final Written Decision re Crista MacNeil re Shaun Campbell Account consumption dispute Don Farmer, P. Eng., Dispute Reso...

AI summary Don Farmer, Dispute Resolution Officer (DRO), outlines his role in resolving consumption disputes between Nova Scotia Power and customers. His decisions are binding on the utility but not customers, who may appeal within 12 days. The case involves Crista MacNeil acting for Shaun Campbell.

e Regulations that govern N.S. Power's operations, as approved by the N.S.U.A.R.B., stipulates that if a customer disputes the amount of electricity consumed from the meter, the following shall occur: - a) Initiate a check on the meter rea...

AI summary Regulations outline steps for resolving disputes over electricity meter readings, including initial checks, As Found Meter Tests, and independent testing by Measurement Canada. The N.S.U.A.R.B. may require a Measurement Canada test before ruling on appeals, with a $46 fee if the meter is found accurate.

4. NSP did not address the September 26 email acknowledging the bill was "high." On September 26, 2025, NSP employee Derek Henderson wrote: "I can confirm the $437.29 is high for the . I'm going to put in a request for a re-read of that me...

AI summary NSP failed to address an internal email from September 26, 2025, where an employee acknowledged a $437.29 bill as 'high' and requested a meter re-read. NSP's response omitted explanations for why the re-read was not completed, why the concern was dismissed, or why the DRO decision ignored this internal acknowledgment, constituting a significant omission.

CONCLUSION Pursuant to the Public Utilities Act , the Board is responsible for the general supervision of all public electric utilities operating in Nova Scotia, including NS Power. Among other things, the Board's jurisdiction includes app...

AI summary The Board upholds the DRO's decision regarding the customer's appeal of high electricity bills, finding that NS Power complied with regulations by using historical data and reconciling estimates with actual meter readings. The Board also notes a separate investigation into a cybersecurity incident under M12273 and directs NS Power to offer a payment plan if needed.