Topic:"Customer Service" in M12273

The date submitted as a "decision" is the date of the letter I received from Nova Scotia Power. A copy can be provided, if necessary. How do they want the I want more detailed information about the breach including complaint resolved? more...

AI summary A customer raises concerns about Nova Scotia Power's (NSP) handling of a data breach, questioning the storage of personal information like social insurance numbers and demanding financial compensation for identity theft risks. The complaint includes requests for detailed breach information and references a matter (M12273) involving NSP and Nova Scotians.

liquez sur un lien Hello, I have attached a letter regarding the above-noted business. I am totally disgusted, as are most Nova Scotians with the most recent problems that NSPower has dumped on us. These current issues have far more seriou...

AI summary A Nova Scotian expresses frustration with NSPower's recent issues, citing the Premier's Mandate Letter commitments to financial sustainability and community respect. The writer demands accountability, accusing the Premier of failing to uphold these promises and requesting a response.

lf is a major breach of trust, during an ongoing security breach. Even now, NS Power will not provide the basic NS Power profile information to a customer calling in and requesting same. I was born in this province and have lived here most...

AI summary The text highlights a customer's complaint against NS Power for a security breach, lack of transparency, and risks to customers (e.g., credit theft, mortgage issues). It also criticizes NS Power's history of power outages, rate hikes, and poor customer service, urging government intervention.

arty. NSP was vague regarding any specifics of my personal information that was accessed. NSP, in the aforementioned correspondence, offered a two year account with credit reporting agency Transunion. I have specific concerns and questions...

AI summary A customer complains that NSP was vague about personal information accessed during a breach and provided inadequate customer service, including poor call handling and lack of contact options. The customer seeks clarification on what data was compromised and better support from NSP and the Government of NS.

ite is convoluted for many of us and only offers monitoring services, which we, the victims, are responsible keep track of. There is no legal protection. Page 2 of 4 What I have been able to do so far is: -Informed my credit card company o...

AI summary A consumer reports identity theft and fraud, criticizing NS Power for inadequate notice and consumer protection. They describe limited actions taken (credit card alerts, mytrueidentity, CRA issues) and argue that government oversight would prevent such vulnerabilities. The complainant feels marginalized, with no decision-making input from NS Power during the ransom consideration.

ransom. We obviously don't count. I appreciate your attention in this matter. Many thanks. Did they contact the utility? No How did the utility respond? How do they want the Legal protection against identity threat. Compensation from compl...

AI summary The text discusses a customer's complaint regarding identity theft and the desire for legal protection, compensation from the utility, and enhanced transparency and customer support measures. The customer requests new personal information, longer credit monitoring, and town halls to address the issue.

Page 2 of 4 We are left unsure of what steps to take or what risks we truly face. 3. Inadequate Support NS Power offered 2 years of free credit monitoring via TransUnion of Canada Inc. While somewhat helpful, this offer falls short. Expert...

AI summary The customer expresses concerns about inadequate support following a data breach, questioning NS Power's data retention practices and requesting a meter inspection and billing review. They demand a full investigation into data security practices, compliance with privacy laws, and expanded protection for affected customers.

ng to formally submit a complaint against Nova Scotia Power Inc. (NS Power) regarding the company’s recent handling of a data breach incident and its lack of customer communication and accountability. I was recently notified by NS Power vi...

AI summary A customer of Nova Scotia Power Inc. (NS Power) is filing a complaint with the NSUARB regarding the company's handling of a data breach, lack of communication, and absence of customer support. The customer is concerned about privacy violations, lack of transparency, and potential financial harm.

oner of Canada and taking steps to protect myself independently. However, I believe NSUARB has a duty to ensure that NS Power remains answerable to the public it serves. Thank you for your attention. (See Below the email to NS Power ) Sinc...

AI summary Elizabeth Hartling writes to Nova Scotia Power expressing concern over a potential data breach affecting her personal information and the lack of communication regarding her missing power bills. She criticizes the inadequate customer support and lack of transparency during the investigation.

“under review.” As someone who has been a reliable customer for over 30 years and has never missed a payment, I find this complete lack of communication and support deeply troubling and unacceptable. I also feel coerced into setting up an...

AI summary Elizabeth Hartling, a long-time NS Power customer, is expressing concern over a data breach and the lack of communication from NS Power. She is requesting a full explanation of the breach, restoration of secure billing communication, written confirmation of no negative impact on her credit, an apology, and financial compensation for the stress and potential harm caused.

legitimate needs and concerns for specific information about my stolen data. Page 4 of 5 DRO made decision on: 00/00/0000 Type of complaint: Billing Issues Additional details: I am writing to formally raise a complaint regarding Nova Scoti...

AI summary The customer is raising a complaint about Nova Scotia Power's failure to provide reliable service access, inadequate handling of a data breach, and billing practices that lack transparency and consumer protection. The customer has not received a response from the complaints resolution team and is experiencing ongoing issues with accessing their online account and receiving unexpected bills.

Page 2 of 3 This subscription retails for nearly $600 over two years, yet I was never asked whether I wanted this third-party service. Many Canadians already receive similar coverage at no cost through their banks or credit card providers....

AI summary The consumer, Danielle Kristine Maillet, expresses concerns about NSPower's billing practices, lack of consent for third-party services, and security issues following a data breach. She requests the Board to investigate NSPower's compliance with ethical and regulatory standards and to provide remedies for affected customers.

the Board will review this matter with the seriousness it deserves and help restore transparency and accountability. Sincerely, Danielle Kristine Maillet How do they want the To summarize, I am demanding the following: A full waiver compla...

AI summary The customer, Danielle Kristine Maillet, is demanding a full waiver of her current NS Power bill, a credit of $598.80, and a freeze on future charges until online account services are restored and proven secure. She also requests written confirmation that no late fees or negative credit impacts will apply during the disruption.

lling notices, or make informed decisions about my energy usage and payments. During this period, I have now received a substantial bill with no warning or ability to track or dispute it in real time. Additionally, your offer of a complime...

AI summary The customer is disputing a high energy bill due to poor communication and lack of real-time tracking. They also reject an unsolicited TransUnion subscription offer and demand a credit, bill waiver, and service freeze until online access is restored securely. They threaten to escalate the matter to regulatory bodies and seek legal consultation.

t important to teach our children these principles. Yet while we look to keep these principles close to the heart, sometimes we appear to forget; however, we always strive to achive and improve them. In light of the responsibilites, Nova S...

AI summary The text discusses a data breach by Nova Scotia Power (NSP) and highlights concerns about the lack of open communication and multiple contact options for customers. It suggests that NSP should improve its customer outreach methods, similar to other major organizations, and requests the Board to address the issue.

TELY INVESTIGATED FROM TOP TO BOTTOM� ������NON-STOP OVER BILLING BILLS COMING ALMOST EVERY WEEK‼‼‼‼‼‼ NO COMPETITION EQUALS ROBBERY. Betty Ann O’Halloran Type of complaint: Other Additional details: I received a letter from NSPower dated...

AI summary The complainant, Betty Ann O’Halloran, reports a data breach by NSPower, where customer information was accessed by an unauthorized third party. She expresses concern over the lack of transparency and dissatisfaction with the offered two-year credit monitoring solution. Timothy Leary supports the complaint and emphasizes the need for NSP to take full responsibility and provide long-term protection for affected customers.

ation code that will enable you to sign up for credit monitoring, please use our Customer Verification Form available on our website (https://www.nspower.ca/home cyber/customer-verification-form). In addition, we encourage you to take othe...

AI summary Nova Scotia Power is informing customers about a data breach and providing steps to sign up for credit monitoring. The email also includes a complaint forwarded to the NSUARB and Premier, highlighting concerns related to the incident.

me back if her computer wasn't working and she said that is how their system works and there was nothing she could do about it, I needed to call back. I was extremely frustrated with the whole system. Today, after 3 months I found the lett...

AI summary A retired individual recounts a frustrating experience trying to resolve an account suspension issue with a service provider. They faced repeated calls to multiple numbers, redundant questioning, and lack of resolution, leading to significant time consumption and eventual surrender due to the complexity of the process.

e number of complaints they would receive. I am retired and I have spent a good part of a day trying to get an account with them, I give up. What about all the people that don't have the time I have? I now expect NS Power to resolve this i...

AI summary A customer, Mike Balcom, expresses frustration with NS Power and TransUnion after difficulties in establishing an account, requesting resolution from NS Power and the Nova Scotia Energy and Regulatory Boards Tribunal. Another complaint from David MacLeod is submitted regarding general issues with NS Power and municipal electric utilities.

Alternate phone number: Complaint Information Page 1 of 2 Type of complaint: Other Additional details: I was notified that my personal information was compromised in the spring 2025 data breach and was sent a link for identity theft protec...

AI summary A customer reports that NSP failed to properly communicate and resolve an issue related to a data breach in spring 2025, leading to ineffective identity theft protection registration and frustration. The customer seeks registration for credit protection and compensation for the time and stress incurred.

ect: Complaint Regarding Lack of Customer Communication on NS Power’s Free TransUnion Credit Monitoring You don't often get email from . Learn why this is important EXTERNAL EMAIL / COURRIEL EXTERNE Exercise caution when opening attachment...

AI summary A Nova Scotia Power customer is concerned about the lack of direct communication regarding the company's free TransUnion credit monitoring service following a cyber incident. The customer argues that NS Power should proactively notify all customers and provide clear instructions to ensure they are aware of the service and how to access it.

NS Power to a higher standard of customer communication. Customers deserve transparency and accessible protections, not hidden links buried on a website. Thank you for your attention to this concern. Michelle Boutilier; General Complaint -...

AI summary A complaint submitted by David MacLeod against NS Power and municipal electric utilities highlights concerns about customer communication standards, emphasizing the need for transparency and accessible protections rather than hidden information on websites.

ine and asked how he could help me today, i said i simply wanted to know my balance on my account, to which he quickly replied, and i mean quickly, an amount of almost 400, if i remember correctly it was actually 384 or 386 dollars, to whi...

AI summary A customer reports being quoted an incorrect bill amount by a non-employee of Nova Scotia Power during a phone call, leading to concerns about a potential security breach. The customer also comments on the potential for customers to pay inflated bills, which would benefit Nova Scotia Power financially.

1 The Incident has not caused any disruption to physical operations at NS Power’s 2 generation, transmission and distribution facilities, and the Incident has not impacted the 3 Company’s ability to safely or reliably serve customers in No...

AI summary NS Power confirms no operational disruption from the incident and outlines transparency measures, including multi-channel communication, media outreach, and advertising strategies to inform customers and reduce harm risks.

1 provided NS Power (i.e. not all personal information elements would have been impacted 2 for all notified customers). 3 4 The Company stated in its notice to impacted customers that the unauthorized third party 5 gained access to various...

AI summary NS Power disclosed a data breach impacting customer personal information, including PII and account details. The company notified customers, offered two years of complimentary credit monitoring (extended to five years), and provided steps to mitigate fraud risks. The breach involved unauthorized access to sensitive data like social insurance numbers and bank account details.

1 Former Customers 2 3 As the Company continued its investigation of the impacted data, NS Power determined 4 that personal information relating to former customers had also been impacted by the 5 Incident. 6 7 On June 25, 2025, NS Power n...

AI summary NS Power notified former customers of a data incident, extended credit monitoring to five years, and established a dedicated call center to assist affected individuals. Due to lacking contact information for former customers, NS Power used broad outreach methods to inform stakeholders and the public.

ure that the call centre had sufficient 27 capacity to handle the volume of calls and allow NS Power’s customer service team to 28 focus on a subset of escalated queries, this call centre was staffed by TransUnion 29 employees who had been...

AI summary The document outlines NSPI's response to NSEB's inquiry regarding a cybersecurity incident, including arrangements for a call centre managed by TransUnion to handle customer inquiries, with escalated issues directed to NS Power. The proceeding is referenced as NSEB M12273.

1 receive a call-back from the NS Power customer service team. This also allowed customers 2 to connect directly with TransUnion for assistance in signing up for credit monitoring (and 3 a dedicated phone line for questions about the credi...

AI summary NS Power implemented a customer service initiative involving TransUnion for credit monitoring support, including call-back systems, online resources, printed fact sheets, and community outreach to assist customers with sign-up processes and identity theft protection.

d Inquiry into Nova Scotia Power's Cybersecurity Incident (NSEB M12273) NSPI Responses to NSEB Information Requests REDACTED 1 Cape Breton – Monday, June 30, 2025 2 • The Coast 89.7FM Radio - Sydney - [email protected] 3 • MBS Radio – S...

AI summary The document outlines Nova Scotia Power's (NSPI) media responses to inquiries about customer bills and meter readers, alongside an ongoing NSEB inquiry into a cybersecurity incident (NSEB M12273). NSPI's Director of Customer Care, Chris Lanteigne, participated in interviews with media outlets and CBC programs.

rd Inquiry into Nova Scotia Power's Cybersecurity Incident (NSEB M12273) NSPI Responses to NSEB Information Requests REDACTED Cyber incident update Billing Chris concerns CBC Nova Elizabeth Lanteigne, July 9, 2025 Radio Customer Scotia McM...

AI summary Inquiry into Nova Scotia Power's cybersecurity incident (NSEB M12273) and responses to NSEB information requests. Media engagements include CBC Nova Scotia Radio interviews discussing the cyber incident, billing concerns, and customer support initiatives. Community sessions and meter reader interactions were also highlighted.

etation, pets, fencing, etc., you will receive an estimated bill based on an average of the previous energy used at your property during a similar time of year. Wednesday, June 25, 2025 • Beginning today, we will be offering five years of...

AI summary Nova Scotia Power is offering free credit monitoring to all current and former customers following a cybersecurity incident where personal information was accessed by an unauthorized third-party. The company is providing support and ensuring no costs are incurred by customers for this service.

rd Inquiry into Nova Scotia Power's Cybersecurity Incident (NSEB M12273) NSPI Responses to NSEB Information Requests REDACTED 1 Nova Scotia Power anticipates that a portion of the cost for credit monitoring will be 2 covered by insurance,...

AI summary Nova Scotia Power (NSPI) is offering complimentary credit monitoring services to affected customers following a cybersecurity incident. The company extended the service to five years, citing customer feedback and concerns, and stated that insurance will cover part of the cost, ensuring customers do not bear any financial burden.

1 (i) Customers can protect themselves through a comprehensive set of services provided 2 by myTrueIdentity® that allows them to closely monitor their credit and personal 3 information. The components of the service, which are listed below...

AI summary The text outlines a service provided by myTrueIdentity® that helps customers protect their credit and personal information through features like credit monitoring, identity restoration, and reimbursement insurance. It emphasizes daily updates, alerts, and educational resources to prevent identity theft and fraud.

1 (i) Please confirm whether the dedicated number belongs to NS Power’s support 2 team or TransUnion. 3 (ii) If TransUnion, please explain why it is operated by a third-party and comment 4 on its appropriateness. 5 6 Response IR-6: 7 8 (a)...

AI summary The response discusses a data breach incident involving NS Power, confirming that a dedicated phone number belongs to TransUnion, which was used to manage customer inquiries. The company is still investigating the breach and cannot yet determine the full extent of affected personal information. A dedicated call centre was established by NS Power, staffed by TransUnion, to handle customer support and credit monitoring sign-ups.

1 • Unlimited online access to their TransUnion Canada credit report, updated daily 2 which offers individuals access to the individual’s financial history and is one of the 3 primary tools leveraged for determining credit-related identity...

AI summary The document outlines several consumer protection measures provided to customers, including credit monitoring, identity theft prevention resources, and financial reimbursement insurance. These services aim to safeguard customers against identity theft and fraud, with NS Power maintaining communication with customers regarding ongoing incidents.

1 Request IR-8: 2 3 Is the utility aware of any instances where the credit monitoring activation code is not 4 working? 5 6 (a) If yes, please explain the mechanism in place to address these issues. 7 (b) If not, please provide a mechanism...

AI summary The utility, NS Power, acknowledges that some customers faced difficulties registering for a credit monitoring service using an activation code. They have implemented measures such as providing a dedicated phone number, updating their website with tips, holding in-person sessions, and sharing information through various channels to assist customers.

1 Request IR-10: 2 3 (a) Please list the customer services, such as pole relocation and new connection service 4 requests, that have been impacted by this breach due to the shifting of resources away 5 from these activities to support NS P...

AI summary NS Power responded to a request about customer service impacts due to a cybersecurity breach, stating there was no disruption to generation, transmission, or distribution. They acknowledged challenges in customer communication initially but resolved the issue by May 5, 2025, and implemented workarounds for service requests.

ED (CONFIDENTIAL INFORMATION REMOVED) Board Inquiry into Nova Scotia Power's Cybersecurity Incident (NSEB M12273) NSPI Responses to NSEB Information Requests NON-CONFIDENTIAL 1 Request IR-11: 2 3 Please confirm whether NS Power customers c...

AI summary Nova Scotia Power (NSPI) confirmed that all previous payment options, including paying bills at Canada Post locations, remain available to customers, except for the My Account feature which was temporarily unavailable between April 25 and June 4.

1 (b) Access to MyAccount was restored the evening of June 3, 2025. While customers can view 2 their billing history and payment management on MyAccount, usage details are still 3 unavailable as noted above. While meters are still accurate...

AI summary NS Power has restored access to MyAccount for customers, though usage details remain unavailable. The company has assured customers that no late fees or service disruptions will occur due to the incident and is offering interest-free payment plans. Communication has been made through multiple channels, and no credit impacts or disconnections are occurring during this period.

..................................................... 14 10 4.2 Communications to Customers ......................................................................................... 18 11 4.3 Other Stakeholders ...............................

AI summary The document outlines a regulatory proceeding structure, including sections on stakeholder communication, personal information handling, impact analysis, and recommendations for enhancing cybersecurity, policy updates, and customer engagement. It references a specific direction (M12457) and emphasizes data privacy, security measures, and procedural improvements.

1 NS Power maintains a cybersecurity training and awareness program and conducts mandatory 2 quarterly cyber training and monthly phishing simulation testing exercises with all employees to 3 educate employees about NS Power’s information...

AI summary NS Power implements mandatory cybersecurity training and phishing simulations for employees. It also employs multi-channel communication strategies to inform customers about data breaches, emphasizing transparency and customer-centric support through various media platforms.

1 The following morning (May 14, 2025), the Company also issued a press release, provided a 2 detailed update on its website, and updated its various social media accounts, which received 3 widespread coverage in the local and national med...

AI summary NS Power informed customers about an incident through media and provided credit monitoring services via TransUnion to mitigate risks like fraud. They offered two years of complimentary services, including credit reports and alerts.

1 Given that NS Power does not have updated contact information for its former customers, the 2 Company worked to share this indirect notification as broadly as possible. In addition to its 3 website, NS Power actively shared this informat...

AI summary NS Power notified 375,000 affected customers via media, social platforms, and advertising after a data incident. An investigation identified 97,000 additional impacted individuals, who received direct notices and credit monitoring offers. A dedicated call centre was established for customer support and information.

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 that could not be 3 addressed to the Company so that customers...

AI summary NS Power collaborated with TransUnion to manage customer inquiries about credit monitoring, using prepared responses and escalating complex queries. Community engagement sessions were held to assist customers, and the website was updated with tools to aid navigation. This approach builds on NS Power’s prior customer engagement efforts.

age with customers on reliability 23 and other customer topics of interest. 24 25 In addition, the NS Power website was updated with additional tips and tools to help customers 26 navigate support services and a fact sheet was created with...

AI summary NS Power has implemented customer outreach initiatives to improve reliability and provide guidance on identity theft protection. A cybersecurity incident report was filed in December 2025, though the details are redacted.

1 and local councilors’ offices. NS Power has actively encouraged customers and its employees to 2 reach out to their family and neighbours to encourage them to sign up. 3 4 Customer Support for Bills 5 6 NS Power acknowledges and understa...

AI summary NS Power has taken steps to address customer concerns regarding estimated billing by providing detailed information through bill inserts, a dedicated webpage, and in-person community sessions. These efforts aim to improve transparency and support customer understanding of billing processes and options.

omepage of the company’s website. In December 2025, 25 sessions have been held in Yarmouth, Port Hawkesbury and Truro, helping dozens of customers 26 with their bills. Additional sessions, originally scheduled for December but postponed du...

AI summary Nova Scotia Power Inc. has held customer billing sessions in multiple locations, with additional sessions planned for January 2026. A cybersecurity incident report for 2025 has been filed, though its contents are redacted.

1 Ongoing Customer Communications Efforts 2 3 As discussed above, NS Power has been committed to transparency in its communications with 4 customers and other stakeholders throughout the cyber response to date. This approach has focused 5...

AI summary NS Power has been committed to transparent communication with customers and stakeholders during the cyber incident, using various channels including in-person sessions and paid ads. The company continues to evolve its communication approach based on new information and customer feedback, and will review lessons learned from the incident, including communication practices.

1 6.2 Assessment of Potential Harm 2 3 As outlined above, NS Power determined through its investigation that certain customer 4 information stored on the impacted servers was accessed and taken by an unauthorized third party. 5 However, wh...

AI summary NS Power acknowledges a data breach impacting customer information but has no evidence of misuse or financial harm. The company emphasizes transparency and customer support, and confirms no disruption to service or billing operations. Concerns about billing processes are being addressed seriously.

As also noted in the Second Monthly Update Report, in acknowledging that customers’ billing experience was impacted by the Incident, NS Power has waived all late fees and paused collections and disconnections activity since the Incident fo...

AI summary NS Power has waived late fees and paused collections and disconnections for active customers due to an incident impacting billing. The company plans to reconnect customer meters with billing systems starting in December 2025 and expects full reconnection by March 2026. Flexible billing options like Equal Billing and pay-what-you-can arrangements are being offered to customers.

ction to the website content. NS Power will continue to revise this content to reflect the current customer experience. In addition to the foregoing, in a recent bill insert, NS Power also informed customers of the improvements made to the...

AI summary The text discusses NS Power's ongoing efforts to update website content to reflect the current customer experience, including improvements to the online customer portal (My Account) such as new features and updated login screens for better security and user experience. It also references a redacted cyber incident report and mentions affected regulatory matters, including the Capital and Ace Plan.

October 1: "NS Power will continue to assess the extent to which the Incident may have an impact on Performance Standards metrics, but can confirm the The Company is on track to following metrics have been impacted: reconnect customer mete...

AI summary NS Power is assessing the impact of an incident on performance standards, including the Regular Business Call Answer Rate and the Percentage of Bills Estimated, which have been affected due to increased call volumes and the unavailability of AMI data.

ndix C Page 5 of 5 For remote connect / disconnect enabled by AMI, a contingency plan has been activated to have connects and disconnects dispatched as field work orders and performed by field crews. For remote meter configuration changes ena...

AI summary The document discusses contingency plans for remote connect/disconnect and remote meter configuration changes enabled by AMI. Connects and disconnects are handled as field work orders, while meter change-outs are performed to accommodate customer requirements, such as installing bi-directional meters for solar customers.

d Inquiry into Nova Scotia Power’s Cybersecurity Incident (NSEB M12273) NSPI Responses to NSEB Information Requests NON-CONFIDENTIAL 1 Request IR-14: 2 3 On page 2 of the Monthly Update 4, NS Power noted that customer meters have continued...

AI summary Inquiry into NSPI's cybersecurity incident (NSEB M12273) addresses meter reconnection progress, risks to timelines, meter reading methods, and billing data post-incident. NSPI reports 75% of customers have received readings since the incident, with full reconnection expected by March 2026.

Inquiry into Nova Scotia Power’s Cybersecurity Incident (NSEB M12273) NSPI Responses to NSEB Information Requests NON-CONFIDENTIAL 1 Request IR-16: 2 3 Since becoming aware of the cyber incident, has NS Power deployed additional resources...

AI summary NSPI deployed 40 new customer service resources, utilized TransUnion for call management, and mobilized internal staff to address billing process challenges and customer inquiries following a cybersecurity incident. Additional support included community outreach sessions to explain billing options.

1 In relation to NS Power’s operational program, NS Power’s core energy operations are designed 2 to comply with other industry-specific rules and standards relating to cybersecurity and IT 3 including, but not limited to, those mandated b...

AI summary NS Power outlines its cybersecurity compliance with NERC standards, including audits and employee training. It emphasizes transparency and multi-channel communication strategies for customer notifications following an incident, focusing on accountability and trust-building.

EDACTED (CONFIDENTIAL INFORMATION REMOVED) 2025 Nova Scotia Power’s Cybersecurity Incident Report REDACTED 1 2 3 4 5 6 On May 13, 2025, NS Power sent direct notices to approximately 277,000 current customers whose 7 personal information th...

AI summary NS Power notified 277,000 customers of a cybersecurity incident in 2025, offering two years of free credit monitoring via TransUnion. The company issued press releases, engaged with media, and provided guidance to mitigate fraud risks. The response included daily credit report access and identity theft protections.

1 Customer Support for Credit Monitoring and Dedicated Call Centres 2 3 Promptly upon becoming aware of the Incident, NS Power established a dedicated call centre 4 where individuals could receive more information about the Incident, and s...

AI summary NS Power established a dedicated call centre with TransUnion employees to support customers affected by an incident, providing information and credit monitoring sign-up assistance. Customers could also receive in-person support from NS Power employees deployed across the province.

pany deployed dozens 26 of employees to communities across the province to provide hands-on support for customers who 27 prefer assistance in person, recognizing that not all customers may be comfortable registering 28 online, and to ensur...

AI summary Nova Scotia Power Inc. (NSP) deployed employees across the province to assist customers in person, ensuring access to services for those uncomfortable with online registration. Over 30 community sessions were held, assisting more than 700 customers. A cybersecurity incident report was filed with the Nova Scotia Energy Board (NSEB) on December 22, 2025.

1 for the credit monitoring service. Our focus on community engagement sessions builds on NS 2 Power’s approach over the past two years where we regularly engage with customers on reliability 3 and other customer topics of interest. 4 5 In...

AI summary NS Power has implemented measures to enhance customer engagement and support, including updates to the website, distribution of fact sheets, and community outreach. They have also addressed customer concerns regarding the billing process by creating a dedicated webpage and including inserts in customer bills to explain the impacts of an incident on billing and provide guidance.

tion 24 to the website content. NS Power also informed customers of the improvements made to the 25 online customer portal (My Account) including new features and information on updated login 26 screens for better security and user experie...

AI summary Nova Scotia Power (NSP) has updated its online customer portal, My Account, with improved security and user experience features. NSP is also hosting in-person community sessions to address customer concerns related to estimated billing and provide assistance with bills.

1 Ongoing Customer Communications Efforts 2 3 As discussed above, NS Power has been committed to transparency in its communications with 4 customers and other stakeholders throughout the cyber response to date. This approach has focused 5...

AI summary NS Power has maintained transparent communication with customers and stakeholders during the cyber incident, evolving its approach based on new information and customer feedback. Efforts include in-person sessions, radio ads, and assistance with credit monitoring and billing options. Lessons learned from the incident will be reviewed as part of the internal process.

on track to reconnect customer meters with our billing systems by the end 24 of March. Our team has worked to address outstanding payments to suppliers, and 25 we expect to be caught up on these payments before the end of the year. 26 // 2...

AI summary Nova Scotia Power is working to reconnect customer meters to billing systems by March and address outstanding supplier payments. The company emphasizes its commitment to correcting billing errors and rebuilding trust with customers.

1 6.2 Assessment of Potential Harm 2 3 As outlined above, NS Power determined through its investigation that certain customer 4 information stored on the impacted servers was accessed and taken by an unauthorized third party. 5 However, wh...

AI summary NS Power acknowledges a data breach where customer information was accessed by an unauthorized third party but has no evidence of misuse or financial harm. The company committed to transparency, timely communication, and customer support. The incident did not disrupt physical operations but affected billing systems, prompting concerns about billing processes and late fees.

the concern and disruption it has caused customers. NS Power has never 25 intentionally overbilled its customers and has been steadfast and consistent in its commitment to 26 customers that it is actively trying to address the issues and,...

AI summary NS Power is addressing a cybersecurity incident that has caused customer concerns and disruptions. The company has committed to fixing any billing errors and is offering flexible payment options to affected customers. The NSEB has directed NS Power to address broader review outcomes from M12457, with responses provided in Appendix C.

eive more information about 6 the Incident, and support for credit monitoring sign-ups, whose number was included in 7 the notice letters and made available to customers. 8 • Staffed this call centre with TransUnion employees who had been...

AI summary Nova Scotia Power (NSP) has taken several measures to inform and support customers affected by a cyber incident, including setting up a call centre, providing credit monitoring sign-ups, distributing fact sheets, and deploying employees to communities. Approximately 375,000 customers were directly notified.

1 Power was required to issue a T5 in connection with interest over $50 earned in a year on a 2 customer deposit. 3 4 In 2021, Nova Scotia Power initiated a customer energy management program called MyEnergy 5 Insights to better inform cus...

AI summary Nova Scotia Power implemented a customer energy management program called MyEnergy Insights in 2021, which involved exporting customer data to a cloud storage environment. This data was targeted by a threat actor, leading to the exposure of some customers' SINs. NS Power has since committed to permanently deleting SINs from its systems, with completion expected by March 31, 2026.

1 widespread coverage in the local and national media. Senior Company personnel 2 participated in multiple media interviews to ensure that the public remained informed about 3 the Incident. 4 5 The process to identify what data was impacte...

AI summary NS Power experienced a data breach impacting customer personal information, including names, contact details, account history, and sensitive identifiers like social insurance numbers. The company communicated with affected customers through notices, with some receiving additional alerts about potential social insurance number exposure.

1 Former Customers 2 3 As the Company continued its investigation of the impacted data, NS Power determined 4 that personal information relating to former customers had also been impacted by the 5 Incident. 6 7 On June 25, 2025, NS Power n...

AI summary NS Power informed former customers that their personal information was impacted by an Incident and extended credit monitoring to five years. Due to lack of updated contact information, NS Power used multiple channels to notify affected individuals and established a dedicated call centre for support.

1 employees who had been provided with prepared responses from NS Power, and instructed 2 to escalate any queries that could not be addressed to the Company so that customers could 3 receive a call-back from the NS Power customer service t...

AI summary The document describes the process of handling customer inquiries related to credit monitoring, involving TransUnion operating a call centre with support from NS Power. Customers could receive call-backs from NS Power's team and access online and printed guidance for signing up for credit monitoring.

1 In addition, the Company deployed dozens of employees to communities across the 2 province to provide hands-on support for customers who prefer assistance in person, 3 recognizing that not all customers may be comfortable registering onl...

AI summary NS Power has deployed employees to assist customers in person and updated its website to improve service access. The company has implemented cybersecurity standards based on NIST guidelines and completed a two-year update to its cybersecurity practices.

1 Cape Breton – Monday, June 30, 2025 2 • The Coast 89.7FM Radio - Sydney - [email protected] 3 • MBS Radio – Sydney - [email protected] 4 • New Country 103.5FM - [email protected] 5 • CBC CB – Info Morning – Sydney - nicole.macl...

AI summary NS Power responded to media inquiries regarding customer bills and the hiring of meter readers for manual meter reading across Nova Scotia. The Director of Customer Care, Chris Lanteigne, participated in interviews with CBC and other media outlets.

set out above, the Company’s approach to transparent communications about the impact 26 of the Incident on NS Power customers principally consisted of direct notifications to active 27 impacted customers, and public postings to the Company...

AI summary The Company communicated the impact of a cybersecurity incident to NS Power customers through direct notifications and public postings on the Company website, supported by media outreach and social media engagement. Samples of notification letters are attached as Attachments 1 and 2 to IR-1.

1 notices are identical, except that one of the notices indicates that based on the investigation, 2 the customer’s social insurance number may have been impacted in the incident. 3 4 (f) TransUnion’s myTrueIdentity® service offering is a...

AI summary The text discusses TransUnion’s myTrueIdentity® service, emphasizing its role in credit monitoring and identity protection following data breaches. It highlights features such as daily credit report access, credit score monitoring, and identity restoration support.

1 NS Power’s decision to expand credit monitoring beyond standard practice to five years 2 reflects careful consideration of feedback and concerns expressed by its customers. NS 3 Power listened to customer feedback that additional credit...

AI summary NS Power has expanded its credit monitoring service to five years based on customer feedback, offering comprehensive tools like credit reports, credit scores, and identity theft protection to safeguard personal and financial information.

ent for active customers. The Company is on track to reconnect customer meters with the billing systems beginning in December 2025, with all meters expected to be reconnected by the end of March 2026. NS Power acknowledges and understands...

AI summary NS Power addresses customer concerns about estimated billing by offering flexible options like Equal Billing, pay-what-you-can arrangements, and photo meter reads. They plan to reconnect all meters by March 2026 and provide extended payment periods for under-estimated bills. Communication efforts include website updates, bill inserts, and portal improvements.

the improvements made to the online customer portal (My Account) including new features and information on updated login screens for better security and user experience. Customer Notifications As noted in the Third Monthly Update Report, N...

AI summary NS Power has enhanced the online customer portal (My Account) with security and user experience improvements, notified customers about data impacts and credit monitoring, rebuilt IT infrastructure for on-premise deployment, and restored capabilities related to fuel management and real-time data collection.

our online customer account portal, launching a new secure cloud-based customer communication system, and upgrading our financial systems to return to paying our suppliers in an appropriate timeframe. Most importantly we remain focused on t...

AI summary Nova Scotia Power (NSP) addresses system disruptions affecting billing, supplier payments, and customer communications. They are implementing flexible billing options, upgrading systems, and investing in reliability, including infrastructure improvements. NSP emphasizes resolving issues while maintaining service reliability and affordability.

24 [Cyber Nova Scotia Power: Wednesday, May 14, 2025 Update] 25 26 a) If a customer requests it, could the utility provide details about the compromised 27 information relating specifically to that customer? 28 i. If yes, please explain th...

AI summary The text raises questions about Nova Scotia Power's (NSP) handling of a data breach, including customer access to compromised information, communication practices, and the functionality of a dedicated support line. Complaints note the support line incorrectly routes to TransUnion instead of NSP representatives.

ceived by the Board and filed as Letters of Comment have noted that the 36 dedicated number (1-844-818-0376) connects users to TransUnion instead of NS Power 37 representatives:

AI summary The Board has received Letters of Comment highlighting that the dedicated phone number (1-844-818-0376) incorrectly routes users to TransUnion instead of NS Power representatives, indicating a customer service issue.

Document: 322181 Date Filed: 24 July 2025 Page 4 1 i. Please confirm whether the dedicated number belongs to NS Power’s support 2 team or TransUnion. 3 ii. If TransUnion, please explain why it is operated by a third-party and comment on 4...

AI summary The document contains requests (IR-1 to IR-10) directed at Nova Scotia Power (NSP) regarding cybersecurity breach management, customer support resources, credit monitoring issues, and communication policies. Questions focus on third-party involvement, customer guidance, service impacts, and policy documentation.

and new connection service 32 requests, that have been impacted by this breach due to the shifting of resources away 33 from these activities to support NS Power’s cybersecurity response. In addition, provide a 34 status update on the esti...

AI summary The text outlines requests related to a cybersecurity breach impacting NS Power's services, including delays in connection requests, billing issues, and customer communication. It seeks information on actions taken, service restoration timelines, and billing resolutions.

l meter readings, while engagement was redirected to call centre channels where online options were limited. These measures safeguarded continuity of service despite the change in customer experience. Recovery efforts have since stabilized...

AI summary NS Power addressed service disruptions by redirecting customer engagement to call centers, stabilizing operations, and implementing technology fixes. Recovery efforts include network rebuilds, device reimaging, and backup programs, with full restoration expected by early 2026.

hat this disruption has had an impact on many vendors and suppliers, and it has put several measures in place to return to normal invoice payment processes and timelines. November 3, 2025 C. Henwood The IT and Finance teams have been worki...

AI summary NS Power reports a cybersecurity incident disrupting invoice payments and regulatory processes, with efforts underway to restore systems and notify affected customers. The incident has impacted ongoing regulatory matters, including rates-related proceedings, with updates provided in NSEB M12273.

nd Project Accounting was re- established resulting in a resumption of automated end-to-end project lifecycle tracking and data supporting decision-making on property, plant and equipment investments. A cross-functional team of employees a...

AI summary NS Power has re-established Project Accounting for tracking investments in property, plant, and equipment. Efforts are ongoing to resolve outstanding supplier payments and return to normal billing processes. A manual meter reading process has been implemented due to a cybersecurity incident, with 75% of customers having received at least one meter reading. Late fees have been waived, and reconnection of meters to billing systems is expected by March 2026.

ent for active customers. The Company is on track to reconnect customer meters with the billing systems beginning in December 2025, with all meters expected to be reconnected by the end of March 2026. NS Power acknowledges and understands...

AI summary NS Power outlines steps to address customer concerns with estimated billing, including flexible payment options, photo meter reads, and extended payment plans for overestimated bills. The company is reconnecting meters by 2026 and improving communication through website updates and portal enhancements.

the improvements made to the online customer portal (My Account) including new features and information on updated login screens for better security and user experience. Customer Notifications As noted in the Third Monthly Update Report, N...

AI summary NS Power has improved its online customer portal (My Account), enhanced security measures, and notified affected customers about data breaches. It has also rebuilt IT infrastructure, restored critical capabilities, and enabled on-premise system deployment while maintaining cloud options. These actions aim to improve customer service, system reliability, and operational resilience.

oint-Use Agreement Proceeding (M12149), June 16, 2025. 6 SBA IR-2, Joint-Use Agreement Proceeding (M12149), June 16, 2025. Page 8 of 9 December 1, 2025 C. Henwood Update on OPC Investigation As noted in previous reports, the Office of the...

AI summary The document details ongoing OPC investigation into a cyber incident, Nova Scotia Power's cooperation, and a committee appearance by executives. The company apologized for customer disruption and emphasized commitment to resolving the investigation. The Standing Committee on Natural Resources and Economic Development was briefed on the incident.

our online customer account portal, launching a new secure cloud-based customer communication system, and upgrading our financial systems to return to paying our suppliers in an appropriate timeframe. Most importantly we remain focused on t...

AI summary NS Power outlines efforts to resolve system issues impacting customers, including flexible billing options, system upgrades, and supplier payment commitments. They emphasize investments in reliability, such as replacing power poles and clearing trees, while addressing data privacy by removing social insurance numbers. The focus remains on restoring services and maintaining affordable power.

the accuracy of the information provided. METHODS BY WHICH INFORMATION WAS RECEIVED 7. During the relevant period, complaints and inquiries were received through the following channels: a. telephone calls to the firm 's main phone line tha...

AI summary The document outlines methods for receiving complaints (telephone and online), collected contact information (name, phone, email), and estimates over 300 calls and 200 leads related to Nova Scotia Power. No identity verification of contacts was performed, and inquiries were directed to complete intake forms.

number of leads to which I responded exceeded 200. 13. These estimates are based on contemporaneous call logs and online intake records maintained by the firm during the relevant period. 14. As of January 20, 2026, the online submission pa...

AI summary The document details over 200 customer complaints to MacGillivray Law regarding Nova Scotia Power's (NSP) estimated electricity billing following a data breach. Key concerns include confusion over billing calculations, delayed reconciled bills, lack of meter readings, and unreflective billing of energy usage changes. Approximately 12,563 NSP customers submitted online forms about the breach.

rway to validate that functionality is restored safely, aligns with operational priorities, and minimizes disruption to year-end and month-end activities. Page 2 of 5 February 5, 2026 C. Henwood These combined efforts contribute to a gradu...

AI summary NS Power reports progress in restoring customer billing systems, including re-establishing smart meter connectivity, issuing first bills with reconnected data, and improving manual meter reading efforts. Over 84% of customers received actual reads in January 2026, with integration work advancing to resume automated billing. Customer self-service portal enhancements are also underway.

service capabilities are also progressing. NS Power is prioritizing the deployment of the enhanced customer portal and go-live preparations are now underway to improve secure access for our customers. Restoration of systems used to process...

AI summary NS Power is advancing service capabilities through enhanced customer portal deployment, system restoration for meter data processing, and customer communication tools. Technology enablement efforts include restoring operational systems, strengthening network infrastructure, and expanding real-time operational data access.

o inform our progress on our restoration journey. PROGRAM STRUCTURE The Restoration Program is structured into five (5) key portfolios of work – focusing on restoring business capabilities. Portfolio Scope Summary Enterprise Recovery and r...

AI summary The Restoration Program is organized into five portfolios focusing on restoring enterprise systems, customer platforms, supporting capabilities, cybersecurity, and technology infrastructure to ensure business continuity and secure operations.

, with all meters and Response expected to be reconnected by the section For customers who were under-estimated and now face a large balance due to an actual meter reading, we are offering the option to pay the balance over an extended per...

AI summary NS Power offers customers with large outstanding balances the option to pay over 24 months and hosts community sessions across Nova Scotia to address billing questions, aiming to ease financial burdens and improve customer support.

and our Customer Care centre is able to support customers who have questions over the phone. Leveraging feedback from the Affordable Energy Coalition, NS Power created more content to help increase customer awareness of the options availab...

AI summary NS Power enhanced customer communication through phone support, media campaigns, and website updates. Efforts included promoting energy options via TV, radio, and social media, and providing detailed billing information post-interruption. Bill inserts and website content were updated to address billing changes and customer needs.

conomic Development 1700 Granville Street, One Government Place, 2nd Floor Halifax, NS B3J 1X5 RE: December 1, 2025, committee motion requesting further information from Nova Scotia Power Mr. Chair, At Nova Scotia Power, multiple teams hav...

AI summary Nova Scotia Power is providing an update on its efforts to support customers affected by billing issues following a cyber incident. The company has offered flexible billing options, waived late fees, and paused disconnection activities. They have also held in-person customer support sessions and plan to provide a detailed report within 60 days.

th our customer care team by phone, email and in-person, and also shared more broadly with customers through social and traditional media channels, including local radio announcements. • Since the launch of the smart meter network in 2019,...

AI summary Following a cyber incident, Nova Scotia Power reverted to a seasonal logic mechanism in its CIS system for estimating missing meter reads, leading to potential overestimation of bills. The company has since conducted weekly analysis to ensure estimates remain aligned with 2024 usage levels, mitigating overestimation risks.

ontinued weekly analysis of seasonality used in the CIS calculation to ensure usage was not materially above 2024 levels, thereby mitigating risk of ongoing overestimation. o While customers’ energy profiles and usage patterns can change ov...

AI summary The text discusses the ongoing analysis of energy usage patterns and billing accuracy post-cyber-incident, highlighting overestimation risks and efforts to mitigate them. It notes that overpayment scenarios are rare, with a small percentage of bills resulting in credits, and that refund requests have decreased over recent years.

f issues, including customers who might have entered a larger amount when paying through their bank or customers who have closed an account that had a credit balance on it. o Underpayment: The percentage of active residential accounts in a...

AI summary The text discusses billing discrepancies and underpayment issues, noting an increase in residential accounts in arrears. It highlights efforts by Nova Scotia Power and other stakeholders to assist customers through payment arrangements and Equal Billing plans. It also mentions safeguards and processes to improve billing accuracy, including the use of true reads and customer engagement.

ia Power’s billing system, customers concerned about an estimate are encouraged to take a photo of their meter display and send it to us so we can adjust the bill to reflect actual usage. • The option to submit a photo read is long-standing...

AI summary Nova Scotia Power is providing options for customers to submit meter readings via photos or online forms to ensure accurate billing. They also mention contingency plans for smart meters, including estimated billing and hiring meter readers. The company aims to support customers with billing adjustments and repayment options.

ccuracies. • NS Power did act on contingency plans when billing resumed in June 2025. This included estimated billing, and the concurrent hiring, training and deployment of meter readers. • NS Power does acknowledge that these contingency...

AI summary NS Power implemented contingency plans for billing resumption in June 2025, including estimated billing and hiring meter readers. They acknowledge the plans did not fully anticipate the issue's extent and are enhancing disaster recovery, monitoring, and bill estimation through a new Customer Information System.

3 Monthly Cybersecurity Update 5 Attachment 4 Page 4 of 4 collections and disconnection activity for active accounts. Customers will be provided with notice before late fees resume. • When billing resumed in June 2025, we created comprehen...

AI summary NS Power has taken several steps to improve customer awareness and support regarding billing processes following a disruption. These include website updates, bill inserts, promotional campaigns, and community sessions to address customer concerns and provide information on available options.

holding community engagement sessions throughout 2026 to answer customer questions directly, and our Customer Care Centre is able to support customers who have questions over the phone. • NS Power will actively encourage customers to take...

AI summary NS Power is engaging with customers through community sessions and phone support, promoting payment arrangements like Equal Billing to reduce disconnections. They acknowledge a recent cyberattack but emphasize grid security and ongoing cooperation with regulatory bodies.

This letter outlines the processes the Nova Scotia Energy Board intends to follow for Matter M12273 – Board Inquiry into Nova Scotia Power’s Cybersecurity Incident and Matter M12600 – Minister of Energy – Accountability for Nova Scotia Pow...

AI summary The Nova Scotia Energy Board outlines its approach to two matters: M12273 (cybersecurity incident inquiry) and M12600 (accountability for Nova Scotia Power). The Board proposes separating technical cybersecurity issues from customer relations, billing practices, and regulatory impacts, arguing this minimizes duplication. NS Power asserts prior reports addressed the Premier’s concerns, but the Board maintains a dual-inquiry approach.

nd reset feature for demand billing customers e. Communications with customers relating to these issues and about the cybersecurity incident f. Business and regulatory impacts, including: i. Continuing impacts of day-to-day operations ii....

AI summary The document outlines topics including cybersecurity incidents, customer communications, and business/regulatory impacts, including transition planning to IESO Nova Scotia. It references existing exhibits from Matter M12273, which address overlapping issues in regulatory proceedings.

til February 21, 2026. As of the end of February, more than 450,000 meters have successfully delivered usage information to NS Power systems, demonstrating improved stability in meter data collection. Work continues to advance to fully rec...

AI summary Progress reports on meter data integration, billing platform reconnection, and technology upgrades including disaster recovery infrastructure. Customer self-service capabilities and operational restoration milestones are highlighted, with ongoing governance to ensure stable recovery execution.

vels since the cyber incident. As can be seen in Attachment 3, the backlog, which peaked on November 5, 2025, has been substantially addressed and the overall trend continues toward pre-cyber levels. As discussed in its Monthly Update 6, N...

AI summary The document outlines NSP's progress in addressing a cyber incident's aftermath, including backlog reduction, restored billing systems, and technology recovery efforts. Meter connections and billing have returned to normal, with estimated bills at pre-incident levels. Technology restoration is ongoing across infrastructure domains, with timelines detailed in attachments.

the Report on March 2, 2026. Customer Billing Updated - Pulled up under the Meters have been restored to normal Customer Billing Introduced NA Incident Impact Updated Updated Updated Meter connections to our billing system have been restor...

AI summary Customer billing services were restored to normal operations as of March 31, 2026, following an incident impacting meter connections. The update is part of a cybersecurity-related report, with no further details on the incident or resolution process provided.

ine. Restoration of My Energy Insights (MEI) systems are expected by the end of Q3 2026. Monthly Cybersecurity Update 7 Attachment 3 Page 1 of 2 Invoices on Hold March 26, 2026 Monthly Cybersecurity Update 7 Attachment 3 Page 2 of 2 Invoic...

AI summary The document outlines the expected restoration of My Energy Insights (MEI) systems by Q3 2026 and details administrative holds on invoices, including reasons such as credit approvals, disputes, tax form requirements, and project cost holdbacks.

ore favorably each month. Please refer to Attachment 3, as the backlog has been substantially addressed and the overall trend continues toward pre-cyber levels. Customer Billing and Customer Systems Customer-facing services are now substan...

AI summary NS Power reports substantial restoration of customer-facing services, system stability, and progress in cybersecurity recovery. Meter connections and billing accuracy have improved, with focus on closing residual gaps and ensuring operational integrity. Technology enablement efforts are ongoing under formal governance.

Customer Billing and Customer Systems Customer-facing systems continued to progress through validation, testing, and staged restoration activities, with a focus on ensuring service continuity. Key capabilities have advanced through testing...

AI summary Customer-facing systems are progressing through testing and validation, with some functions operational. Delays are due to testing complexity and dependencies. NS Power met performance standards for estimated bills post-March 2026 meter restoration. Recovery timelines detailed in a Gantt chart.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Customer OpenView / ActiVu Project end date adju...

AI summary Several projects have had their completion dates adjusted, with the rationale provided for each change. Adjustments range from 2 weeks to 16 weeks, primarily to allow additional time for setup, data loading, defect resolution, and hardware procurement.

Customer Billing and Customer Systems Since the restoration of meter connections to the billing system in March 2026, NS Power continues to obtain true meter reads. NS Power has met the Performance Standards target for Customer Bills Estim...

AI summary Since March 2026, NS Power has restored meter connections to the billing system and met performance standards for customer bills estimated in April, May, and June 2026. Customer-facing platforms like My Account are progressing, with some delays due to environmental readiness, data availability, and testing. Interim processes are in place to ensure service continuity.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Customer Energy Management (CEM) Evaluation, Mea...

AI summary The document outlines adjustments to the completion timelines of projects under the Customer Energy Management (CEM) Evaluation, Measurement, and Verification (EM&V) pillar. The 2025 CEM EM&V was filed on June 29, 2026, with data restoration expected by the end of Q3 2026. The rationale for the timeline changes is also detailed, along with statistics on project delays categorized by duration.

Customer Billing and Customer Systems On March 31, 2026, NS Power announced that billing operations had returned to normal. However, late payment charges and formal collection activities had not yet resumed. On July 15, 2026, NS Power anno...

AI summary NS Power announced the resumption of late payment charges and collection activities starting October 1, 2026, after billing operations returned to normal in March 2026. They also continue offering payment arrangements and the Equal Billing Plan to help customers manage their electricity bills.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Customer MyAccount Project end date adjusted fro...

AI summary The MyAccount project's completion date has been extended from July 31, 2026, to October 27, 2026, due to delays caused by third-party vendors and internal resource constraints. This adjustment impacts several regulatory matters, including Reports 2 through 11, with updates and forecasted restoration dates provided.