Topic:"Customer Research" in M12600

nt, and the Customer Information System replacement store or process customer personal information. For each, provide the storage and processing location per Question 2 and the vendor per Question 1. Question 10 — Customer-facing disclosur...

AI summary The text outlines several questions regarding NS Power's handling of customer data, including storage locations, vendor processing, and disclosure practices. It also raises concerns about affordability analytics and data confidentiality. The author requests transparency on jurisdictional data storage and processing and limits confidentiality claims to genuine security details.

2025 Nova Scotia Power's Cybersecurity Incident Report REDACTED 1 escalated queries, this call centre was staffed by TransUnion employees who had been provided 2 with prepared responses from NS Power, and instructed to escalate any queries...

AI summary NSP collaborated with TransUnion to manage customer inquiries regarding a cybersecurity incident, providing call-back services and in-person support. Community engagement and updated resources on the NSP website were implemented to assist customers with credit monitoring and identity theft prevention.

Minister of Energy – Accountability for Nova Scotia Power (NSEB M12600) NSPI Responses to Consumer Advocate Information Requests 1 Request IR-11: 2 3 Customer Notification 4 5 Reference: Response to NSEB IR-1 in Proceeding M12273 6 7 Quote...

AI summary The document outlines NSPI's communication strategies for informing former customers about an incident, including multi-channel approaches such as website postings, social media, local media notices, and direct communications with stakeholders. It also asks whether NSPI adapted its communications plan based on customer feedback and if it has reviewed the effectiveness of its communication methods.

1 ccount Nur nber Amo unt due Jun 05 i $400 .24 Rates April 5 (b) Why did the utility not consider providing estimated credits for customers with net 6 metering? 7 8 (c) How many net metering customers does the utility currently have? 9 10...

AI summary The text contains a series of questions regarding net metering practices, including estimated credits, customer counts, bill reconciliation, and system validation. It also includes a partial response indicating that the CIS estimation routine estimates consumption only and sets generation to zero for net metering accounts.

Minister of Energy – Accountability for Nova Scotia Power (NSEB M12600) NSPI Responses to NSEB Information Requests 1 Request IR-14: 1 Based on the investigation to date, Nova Scotia Power has determined that on or around March 2 19, 2025,...

AI summary Nova Scotia Power Inc. (NSPI) disclosed a data breach involving unauthorized access to customer information stored on impacted servers around March 19, 2025. NSPI is notifying affected individuals and offering free credit monitoring. The investigation is ongoing, and the number of affected individuals is not yet known.

Minister of Energy – Accountability for Nova Scotia Power (NSEB M12600) NSPI Responses to Small Business Advocate Information Requests 1 Request IR-15: 29 encountered them in the customer information system (CIS). 30 NS Power later commenc...

AI summary Nova Scotia Power (NSPI) has been working to remove SINs from the Customer Information System (CIS) since 2024. The process has been complex due to the integration of CIS with multiple legacy systems, making it difficult to determine how many SINs have been removed.

Was customer information or confidential business information accessed? Last updated: Tuesday, June 24, 2025 While our investigation is ongoing, we have identified that certain customer personal information was accessed and taken by the th...

AI summary Customer personal information was accessed and taken by a threat actor, with some data published to the dark web. Impacted customers have been notified and provided with resources and support.

Customer Energy Management Evaluation, Measurement, and Verification As only AMI data up to March 31, 2025 will be available for analysis for 2025, the My Energy Insights (MEI) platform is unavailable, and associated data, analysis and cus...

AI summary Due to limited AMI data availability up to March 31, 2025, the My Energy Insights platform is unavailable for 2025. NS Power is working with Econoler to develop an alternative approach for Customer Energy Management Evaluation, Measurement, and Verification, which will be submitted to the NSEB for review.

NOVA SCOTIA POWER PANEL 59 Cr-ex, (Roberts) 1 information. So that suggests that there may be other 2 information that's not contained with described within 3 that paragraph or other categories of information. Can 4 you tell us whether or...

AI summary The discussion centers on the types of customer information Nova Scotia Power collects, specifically demographic and household data, such as the number of individuals per household and heat sources. This information is used to improve the accuracy of the My Energy Insights tool.

information included within that category, yes. Q. And you the you have, at this stage at least, an inability to excise that information, apart from the specific example you gave of the Social Insurance Number? A. (Williams) That's right....

AI summary The discussion revolves around the inability to remove certain customer data from the CIS system due to the risk of catastrophic failure. The witness explains that while deletion is technically possible, the risks involved are considered too significant given the system's integral role in customer services.

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.

other topics, Mr. Roberts. A. (Williams) I hope that was helpful, Mr. Roberts. We're coming to the realization maybe there was the assumption that this is just an Excel list, and well, why can't you read that quickly and get these notices...

AI summary The discussion revolves around the process of copying data ('cut') into a Data Lake for analysis, as well as the identification of 277,000 customers using a July 2021 copy of the CIS data. It mentions the involvement of external auditors like KPMG and Deloitte for forensic analysis.

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.

NOVA SCOTIA POWER PANEL 417 Questions, (Melanson) 1 the information that they're receiving as well. 5 were there was a subset of customers that you had their 6 Social Insurance Number on record, and that may have been 7 accessed. 8 All I'm...

AI summary The discussion centers on the clarity of communication regarding the access of Social Insurance Numbers (SINs) in customer records. A suggestion is made to improve transparency by explicitly stating the handling of SINs in correspondence to avoid confusion.