Topic:"Customer Service" in M12556

Eugene Van Den Berg After review and consideration of all of the following and attached, my Final Written Decision in the matter follows. I will begin with my Role Statement as Dispute Resolution Officer (DRO) in matters of dispute between...

AI summary Eugene Van Den Berg, a Dispute Resolution Officer (DRO), outlines his role in addressing disputes between Nova Scotia Power (NSP) and customers. The customer disputes a September 2025 bill, claims that usage calculations are incorrect, and expects a credit adjustment. Meter readings were estimated for May and June 2025 and reconciled after an actual reading was obtained.

Eugene van den Berg From: Customer Relations Sent: Wednesday, November 5, 2025 13:59 To: [email protected] Cc: ; Customer Relations Subject: RE: 3 Nov email to the DRO from Eugene Van Den Berg re Electricity consumption errors...

AI summary NS Power has provided documentation to the DRO regarding an account dispute, including meter reads and account ledger information. They confirm a scheduled disconnection and connection on November 10 and assert that the September billing is accurate based on reconciled usage. The customer, Eugene Van Den Berg, is requesting resolution of billing errors.

N.S.Power Please provide me with N.S.Power's position in the matters as well as copies of relevant account statements, meter reading information, and relevant computerized notes or notices. Don Farmer, P.Eng. Dispute Resolution Officer Fro...

AI summary A customer disputes an electricity bill from September 16, 2025, citing incorrect usage calculations and expresses frustration with customer service. The customer also requests to move their service to a new address and criticizes the lack of online communication options.

Van Den Berg DRO Appeal (NSEB M12556) NSPI Responses to NSEB Information Requests 1 Request IR-2: 2 3 (a) What was the appellant's total and average usage for the same 6 months in 2024? 4 5 (b) What was the appellant's total and average us...

AI summary The document provides responses from Nova Scotia Power Inc. (NSPI) to information requests from the Nova Scotia Energy Board (NSEB) in the context of a DRO appeal. The responses include the appellant's electricity usage for specific periods and details about meter testing procedures.

Generality of my feedback to you: - You too are failing dismally to work through my email with calculations point by point, - follow along with the statements that you have. You are asking about items that have been - previously addressed....

AI summary The customer criticizes NSP for not addressing billing issues adequately and accuses them of wasting resources. They suggest a settlement and mention a broader issue with incorrect billing affecting other customers. They also reference a potential class-action lawsuit related to a cyber-attack and express frustration with NSP's handling of the situation.

Note, I could not remove the line numbering city consumption errors Acc: 24, 2025 for 54-days, your bill then should show: 58kWh per day (which is wrong in any

AI summary The text refers to an error in billing calculations, specifically indicating that a consumption rate of 58kWh per day was incorrectly applied for a 54-day period, suggesting a potential issue with billing procedures or customer service.

The following table summarizes some of the key events in the evidence before the Board: Date Event Nov 3, 2025 You contacted the DRO to dispute your bill and requested that your power be connected to a new address. Nov 3, 2025 The DRO resp...

AI summary The text outlines a customer's dispute with NS Power regarding their electricity bill and the process of connecting power to a new address. It includes a timeline of events involving the DRO and NS Power, as well as a detailed summary of the customer's electricity usage over time.