Topic:"Complaint Resolution" in M12972

Issue 2 — NS Power's Handling of My Complaint (Cover Letter Request 2) Beyond the underlying billing dispute, I ask the NSEB to review how NS Power handled my complaint once I raised it. On May 31, 2026, I posed more than eight direct ques...

AI summary The complainant raises concerns about NS Power's handling of their complaint, including delayed responses to multiple questions and repeated suggestions to use insecure channels for resolving a billing dispute, following a confirmed data breach.

Issue 3 — A Pattern of Systemic Failure, Not Isolated Error (Cover Letter Request 3) I ask the NSEB to consider whether the conduct described above, and throughout Exhibit D, reflects a broader systemic failure in NS Power's complaint hand...

AI summary The complainant argues that NS Power's handling of their inquiry reflects a systemic failure in complaint resolution and internal accountability, citing inconsistent treatment by agents, failure to consider a proposed solution, and repeated patterns of unresolved issues.

PO Box 910 Halifax, Nova Scotia Canada B3J September 8, 2026 REDACTED Lisa Wallace Chief Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: M12972 – Customer Complaint – David Nickerson D...

AI summary The Nova Scotia Energy Board has directed Nova Scotia Power Inc. to respond to a customer complaint regarding a billing credit and concerns about secure information transmission. The deadline for NS Power's response was extended to September 8, 2026, due to confidentiality concerns. The complaint includes attached confidential communications.

CONCLUSION Under Board Regulatory Rule 12, you requested confidential treatment of certain personal identifiers. As noted above, your mailing/civic address, your NS Power account number, your personal email address, your telephone number a...

AI summary The Board denied a request for confidential treatment of a complainant's full name, finding no serious risk to a public interest. The full name will be made public in all filings related to the matter. The complainant may withdraw the complaint within seven days of the decision.

Nature of the Complaint I am filing a formal complaint with the Nova Scotia Energy Board (NSEB) against Nova Scotia Power Incorporated (NS Power) regarding: - 1. An unresolved billing dispute in the amount of $635.22, which I believe repre...

AI summary A customer has filed a formal complaint with the Nova Scotia Energy Board against Nova Scotia Power Incorporated, citing an unresolved billing dispute of $635.22 and the company's failure to resolve the issue through internal and external dispute resolution processes despite the customer's good-faith efforts.

What I Am Asking the NSEB to Do I respectfully request that the NSEB: - 1. Direct NS Power to conduct an internal review of my billing account for the period covered by the dispute, using its own records, and to apply a credit of $635.22 (...

AI summary The complainant requests the NSEB to direct NS Power to review their billing account, assess the handling of their complaint, evaluate systemic issues in customer service, and address ongoing security concerns related to account information transmission following a data breach.

Documents Enclosed The following documents are filed with this complaint: - NSEB Rule12 Confidentiality Request filed pursuant to Regulatory Rule 12 - NSEB Statement of Complaint (including billing dispute details, full communication chron...

AI summary The complaint includes a confidentiality request under Regulatory Rule 12 and a detailed statement of complaint from the NSEB, covering billing disputes and communication history.

REDACTEDPage 4 of 4 This request is filed with the Board concurrently with my Statement of Complaint and Cover Letter, and will be served on Nova Scotia Power Incorporated as the respondent party, in accordance with Rule 12(4)(c). Respectf...

AI summary A complaint is filed with the Board, concurrently with a Statement of Complaint and Cover Letter, and is served on Nova Scotia Power Incorporated as the respondent party in accordance with Rule 12(4)(c). The submission is signed by David Nickerson on July 12, 2026.

\ \ 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 Subject: My decision - RE: Request for extension of...

AI summary The sender disagrees with the Board's decision to disclose their full name but agrees to proceed with the complaint. They request confirmation of the complaint's status and next steps, as well as receipt of Nova Scotia Power's filings and correspondence.

August 5, 2026 David Nickerson Dear Complainant: M12972 – Nova Scotia Power Inc. – Billing Complaint by David NICKERSON This will acknowledge receipt of your correspondence received by the Board on July 14, 2026. A copy of the complaint an...

AI summary The Board acknowledges a billing complaint filed by David Nickerson against Nova Scotia Power Inc. (NS Power). NS Power is requested to respond to the complaint by August 19, 2026, and disconnection notices on the property are placed on hold until a decision is made.

August 13, 2026 David Nickerson Dear Mr. Nickerson: M12972 – NSPI Complaint – Billing Issues – David Nickerson Thank you for your email of August 7, 2026. In response to your questions regarding a withdrawal, I can confirm that if you choo...

AI summary The Chief Clerk of the Board, Lisa Wallace, responds to David Nickerson regarding the withdrawal of his complaint (M12972). She explains that withdrawal would remove all documents from public access and that no paper documents exist. She also notes that public access to unredacted documents has been rare and that the Board may deny requests if deemed improper.

t have counsel on retainer for this matter. Seven days is a very short period in which to understand the ruling, the Rule 12(12) options, and the practical effect of proceeding versus withdrawing. - 3. Hearing impairment and email-only com...

AI summary The complainant requests an extension to August 12, 2026, to decide whether to proceed or withdraw from the complaint due to hearing impairment, concerns related to a cybersecurity breach, and the complexity of the underlying issues involving billing, customer care, and information security.

From: Sent: August 5, 2026 9:40 PM To: Wallace, Lisa Cc: Penney, Nicole Subject: Re: M12972 - NSPI Complaint - Billing Issues - David Nickerson \ \ EXTERNAL EMAIL / COURRIEL EXTERNE \ \ Exercise caution when opening attachments or clicking...

AI summary The email inquires about the public accessibility of complaint documents filed with the Board, specifically asking about the meaning of 'they' and 'others' in the context of redacted and un-redacted formats, and whether personal identifiers are accessible to the general public or only authorized entities.

From: Wallace, Lisa Sent: August 6, 2026 8:36 AM To: Cc: Penney, Nicole Subject: RE: M12972 - NSPI Complaint - Billing Issues - David Nickerson

AI summary An email from Lisa Wallace to Nicole Penney regarding a complaint (M12972) filed by David Nickerson with NSPI concerning billing issues. The email provides context for the complaint and likely initiates a regulatory process to address the concerns raised.

\ \ 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 Subject: RE: Situation of complaint withdrawal — Fo...

AI summary The complainant disputes the Board's claim that their civic/mailing address can be disclosed under the open court principle, arguing that this contradicts the Board's previous Rule 12 ruling which excluded such information from public disclosure. They request clarification on the legal authority for the disclosure and whether the Board's position has changed.

From: Wallace, Lisa Sent: August 18, 2026 9:10 AM To: Cc: Penney, Nicole ; Blake WIlliams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Lisa Forsey ; Sofia Reiner ; Sonia Liao ; Kathleen Murray Subject: RE: M12972 - NSPI Complaint -...

AI summary This email is a follow-up regarding a complaint (M12972) from David Nickerson concerning billing issues with NSPI. Lisa Wallace is communicating with multiple stakeholders, including representatives from Nova Scotia Power and the Nova Scotia government.

\ \ 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 Subject: RE: Situation of complaint withdrawal — 15...

AI summary The writer is concerned that their previous letter regarding the Board's answer to question 4(b) about the open court principle has not been adequately addressed. They highlight a contradiction between the Board's own ruling on their case and a recent statement that their address is subject to disclosure under the open court principle.

4. My request I would ask that: - · The 15-day deadline be paused until I receive a substantive response to the outstanding questions above. - · The Board confirm whether this correspondence has been placed on the formal record of my compl...

AI summary The complainant is requesting a pause in the 15-day deadline until they receive a substantive response to outstanding questions and is asking the Board to confirm whether their correspondence has been placed on the formal record. They also request escalation if it has not been reviewed by the assigned Board Member. The complainant insists that their address should not be disclosed publicly without clear legal authority and is willing to withdraw the complaint if such authority is identified.

From: Sent: August 19, 2026 12:34 AM To: Wallace, Lisa Cc: Penney, Nicole ; Blake WIlliams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Lisa Forsey ; Sofia Reiner ; Sonia Liao ; Kathleen Murray Subject: RE: M12972 - NSPI Complaint...

AI summary David Nickerson clarifies that he is not withdrawing his complaint and reiterates his position that the Board must identify the legal authority allowing public disclosure of his civic address, which conflicts with Rule 12's ruling that his address will not be made public.

August 24, 2026 Dear Mr. Nickerson: M12972 - NSPI Complaint - Billing Issues Thank you for your email. The Board has explained its process and stated that all personal identifiers would be redacted, with the exception of your name. The Boa...

AI summary The Board has confirmed that personal identifiers in the M12972 - NSPI Complaint - Billing Issues file will remain confidential, except for the complainant's name. An exception to the normal process has been made to address the complainant's concerns regarding privacy and access to the file.

From: Sent: August 24, 2026 5:05 PM To: Penney, Nicole Cc: Wallace, Lisa ; Blake WIlliams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner ; Sonia Liao Subject: Re: M12972 NSPI Complaint - B...

AI summary David Nickerson confirms his intention to proceed with his complaint (M12972) after the Board agreed to keep his personal identifiers confidential, except for his name. He inquires about the next procedural steps and whether additional documentation is required.

B. If I do not withdraw 6. Please confirm whether, while the complaint remains active, any member of the general public who attends at the Board's offices and requests the file may inspect or obtain copies of unredacted materials containin...

AI summary The text requests confirmation about public access to unredacted materials containing a complainant's civic/mailing address while a complaint is active.

From: Sent: September 20, 2026 8:45 PM To: Wallace, Lisa Cc: Nguyen, Anh ; Cavanaugh, Marina ; Penney, Nicole ; Blake Williams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner Subject: Re: M...

AI summary An email regarding a complaint (M12972) related to billing by NSPI (Nova Scotia Power Inc.) has been sent to multiple stakeholders, including government officials and NSPI employees, indicating ongoing regulatory and customer service concerns.

From: Sent: September 23, 2026 1:16 PM To: Wallace, Lisa Cc: Nguyen, Anh ; Cavanaugh, Marina ; Penney, Nicole ; Blake Williams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner Subject: RE: M...

AI summary An email communication regarding a complaint (M12972) from NSPI related to billing issues involving Nickerson. The email is sent to multiple individuals within the Nova Scotia government and Nova Scotia Power.

From: Wallace, Lisa Sent: September 24, 2026 10:26 AM To: Cc: Nguyen, Anh ; Cavanaugh, Marina ; Penney, Nicole ; Blake Williams ; Carley Freeman ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner Subject: RE:...

AI summary This email is a follow-up regarding a complaint (M12972) related to billing by NSPI. Lisa Wallace is communicating with multiple stakeholders, including Nova Scotia Power personnel and government officials, to address the issue.

Please note. This concession is limited to the billing-credit issue. It does not withdraw or concede the remaining issues in my complaint: - 1. NS Power's handling of my complaint. - 2. Whether the conduct described in my complaint reflect...

AI summary The complainant acknowledges a concession related to the billing-credit issue but maintains that other issues in their complaint remain unresolved, including NS Power's complaint handling, systemic failures, lack of secure channels for account information post-2025 breach, breach remediation, request for a written decision from the Board, and the closure of their file by the Dispute Resolution Officer.