6.2 Failure to Meet Two Customer Service Standards
p. pp. 15-17
6.2 Failure to Meet Two Customer Service Standards [37] The Consumer Advocate noted that the utility's customers are most concerned about the reliability they experience and much remains to be done to improve reliability. He noted that the...
AI summary The Consumer Advocate and Small Business Advocate raised concerns about NS Power's failure to meet customer service standards, primarily due to the 2025 cybersecurity attack. NS Power explained that increased call complexity and longer call durations contributed to delays, and clarified that the number of customer care representatives increased by 4, not 40, though overall availability improved by 16%.