Topic:"Customer Service" in M12149

8.1 New Installations (Continued) - (C)Pole owner is to ensure that the structure is adequate to accommodate the customer's requirements. This may require replacement of the pole which shall be carried out as per the applicable section of...

AI summary The text outlines the process for new installations, detailing the responsibilities of the pole owner, customer compliance with regulations, utility inspection, and service connection.

3.NSPI shall: - (a)Negotiate with customer or engage electrical contractor or - (b)Engage a licensed electrical contractor and/or electrician to carry out work or - (c)In cases where time is of the essence, work may be carried out by NSPI...

AI summary NSPI is required to engage electrical contractors or perform work directly in certain situations, with specific procedures for customer-owned riser system renovations. NSPI must coordinate with contractors, obtain permits, and ensure service reconnection. In communication riser system cases, MT&T is responsible for coordination.

July 8, 2025 Crystal Henwood Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: M12149 – Nova Scotia Power Inc. Investigation arising from Joint Use Agreement between NS Power and Bell Al...

AI summary Nova Scotia Power Inc. (NS Power) is responding to an investigation by the Nova Scotia Energy Board (NSEB) regarding the Joint Use Agreement with Bell Aliant. NS Power claims that recent changes have resolved issues related to rebate schemes and service delays. They also provided updates on customer service processes following complaints and regulatory directions.

BACKGROUND Since the beginning of 2022 NS Power has seen its total number of customers grow by approximately 21,000 and the Company now has over 557,000 customers across all customer classes. This trend of increasing customer numbers along...

AI summary NS Power has experienced a 21,000 customer increase since 2022, leading to higher work request volumes and challenges in customer service. The company has acknowledged issues with customer experience and implemented process improvements and resource increases since 2023. These efforts have reduced escalations by about half in 2024, but further improvements are planned for 2025.

Customer Communications A common theme in escalations is unclear communication or miscommunication with customers. NS Power identified this issue and plans to implement a comprehensive communication structure for customer-requested work. T...

AI summary NS Power is addressing customer communication issues by implementing a structured communication plan, including email updates, improved scripting for Customer Service Associates, and regular timeline updates. These changes aim to improve clarity and expectations for customers during service processes.

Complex Customer Projects Work requests from large developers generally represent more complex projects and work orders. With development continuing to accelerate within the province, NS Power's Customer Care and Key Accounts teams are exp...

AI summary NS Power is addressing the increasing complexity and volume of work requests from large developers by reviewing and improving its work order process and communication strategies. The initiative aims to enhance efficiency, benefiting both developers and all customers.

Managing Escalations NS Power's goal is to reduce situations where escalation of customer complaints takes place. However, the Company recognizes that escalations cannot be eliminated entirely and that some matters will inevitably end up i...

AI summary NS Power aims to reduce customer complaint escalations by expanding internal resources and proactively addressing complex or high-risk cases before they reach the DRO or Board. The company has seen positive results in 2024 and plans to continue this effort in 2025.

NON-CONFIDENTIAL 1 Request IR-3: 2 3 Reference: Exhibit N-6, NS Power Evidence, Attachment 1 (NS Power Letter to Board 4 dated April 23, 2025), p. 4 of 5 5 6 7 8 9 10 11 12 13 14 NS Power acknowledges that its prior arrangement with Bell "...

AI summary NS Power acknowledges past delays and inconsistencies in power connection costs in Bell Pole Areas due to its arrangement with Bell. It states that as of March 3, 2025, these delays have been alleviated by removing the requirement to submit work requests or wait for approval for line extension or service pole work. However, it notes that the Joint Use Agreement with Bell Aliant may need further updates.

Final Submissions NS Power acknowledges that as Nova Scotia's population grew and the volume of new customer power connections increased significantly, the previous framework under the JUA created challenges for customers, particularly in...

AI summary NS Power and Bell implemented a new process under an LOI to streamline line extensions and address customer challenges related to pole ownership. The new framework ensures consistent treatment of customers, eliminates the need for Bell's prior approval, and includes a settlement mechanism to manage joint use poles. The agreement is expected to be formalized in 2026.

sues prompting the investigation, service delays and inconsistent rebate treatment, have already been resolved operationally, and that further reporting would impose costs without corresponding value. [23] The Board finds that, at this tim...

AI summary The Board acknowledges that previous issues prompting the investigation, service delays, and inconsistent rebate treatment have been resolved operationally. However, it requires a formal follow-up report from NS Power within three months of the final agreement between Bell and NS Power being executed in 2026 to ensure all issues are properly addressed.

28 Request IR-3: 29 30 Reference: Exhibit N-6, NS Power Evidence, Attachment 1 (NS Power Letter to Board dated 31 April 23, 2025), p. 4 of 5 32 33 NS Power acknowledges that its prior arrangement with Bell "led to significant delays and 34...

AI summary NS Power acknowledges past delays and inconsistencies in power connection costs in Bell Pole Areas due to prior arrangements with Bell. It states that these issues have been resolved as of March 3, 2025, with changes to the Joint Use Agreement. Questions are raised about the timeline of awareness, data collection, tracking of service times, and future updates to the agreement.

17 Request IR-4: 10 13 16 18 21 30 19 Reference: Exhibit N-6, NS Power Evidence, Attachment 1 (NS Power Letter to Board dated 20 April 23, 2025), p. 4 of 5 22 "Work requests from large developers generally represent more complex projects a...

AI summary NS Power is undertaking an initiative to review complex and large developer work requests to improve the work order process and communications. The initiative aims to increase efficiency in handling work orders, benefiting all customers. The request seeks more details on the initiative and when results and learnings will be implemented.

-4"> 2 Exhibit N-9 (NS Power Rebuttal Evidence and Submissions), p. 2 3 Exhibit N-6, Attachment 1 (NS Power letter to NSEB dated April 23, 2025) 4 Exhibit N-9 (NS Power Rebuttal Evidence and Submissions), p. 2 5 Exhibit N-5 (NSPI Response...

AI summary The document outlines NS Power's responses to various exhibits and includes four key initiatives: increasing internal resources, improving communication with customers, implementing a joint use agreement with Bell, and maintaining improved turnaround times for inspections.

NS Power Response NS Power acknowledges the CA's concerns regarding the timeline for formalizing the final agreement. While the LOI was introduced as an interim measure, the process changes within it have been fully operational since March...

AI summary NS Power acknowledges the CA's concerns about the timeline for finalizing the agreement, explaining that the revised process under the LOI has been operational since March 2025 and has improved customer experience by streamlining line extension requests and ensuring consistent rebate policies. The delay in finalizing the agreement is due to the restoration of the GIS database, which is expected by Q1 2026.

Progress and Customer Impact While acknowledging that recovery efforts are ongoing, the SBA submits that the lack of progress has delayed improvements intended to reduce service delays and resolve cost discrepancies for customers requiring...

AI summary The SBA highlights delays in pole replacement processes, expressing concerns about their impact on small businesses and requesting clarity on when NS Power and Bell will complete the review and finalize the agreement.

Small Business Advocate Recommendations The SBA submits that, as this matter originated from two customer complaints, recovery of the GIS system and resolution of this matter should be prioritized. The SBA further recommends that customers...

AI summary The Small Business Advocate (SBA) recommends prioritizing the recovery of the GIS system and resolving the matter, as it originated from two customer complaints. The SBA also suggests providing regular updates to customers on progress.

NS Power Response NS Power agrees that restoring GIS functionality and completing the final agreement are priorities. Restoration of GIS remains a top priority and is expected in Q1 2026, at which point NS Power and Bell will have the abil...

AI summary NS Power emphasizes the restoration of GIS functionality and completion of the final agreement as top priorities, expected in Q1 2026. They have already implemented process changes affecting customers, such as direct management of line extension requests. NS Power also states that further customer updates are not necessary as the changes are functioning effectively.