Topic:"Customer Service" in M12616

- November 20, 2025 Ms. Patel contacted the DRO to formally dispute her bills for the period of March 2025 to November 2025 and requested a review of her account. She expressed concerns about higher-than-expected charges following the cybe...

AI summary Ms. Patel disputed her electricity bills due to higher-than-expected charges following a cyber incident and requested a recalculation based on actual consumption. The DRO advised her to first contact NS Power through their Customer Relations channels before proceeding with a formal dispute. NS Power explained that they are unable to retrieve meter data remotely and are continuing to use estimated billing until this issue is resolved.

customers during this time, NS Power is not applying late fees or penalties on any outstanding balances. Customers will be notified in advance before any late fees on unpaid amounts are reintroduced. Please consider the enclosed informatio...

AI summary NS Power is not applying late fees or penalties on outstanding balances during this period, and customers will be notified before any reintroduction of such fees. The correspondence has been forwarded to Ms. Patel, and attachments have been removed due to confidentiality.

Patel DRO Appeal IR-1 Attachment 1 has been removed due to confidentiality. 1 Request IR-2: 2 3 On December 29, 2025, NS Power said that it explained to Ms. Patel on July 23, 2025, that 4 the May 2025 bill was estimated and the July 2025 b...

AI summary NS Power addressed Ms. Patel's concern about a high bill in July 2025, explaining that it was due to an estimated May 2025 bill. MyEnergy Insights was not available for the July 2025 bill, which caused Ms. Patel to request an explanation for the lack of detailed breakdown.

APPEAL OF THE DRO DECISION You appealed the DRO decision dated December 8, 2025, on the following grounds: 1) Your bills included estimated usage caused by the cyber incident with no clear explanations of how charges were calculated; and T...

AI summary The customer is appealing a DRO decision from December 8, 2025, related to billing charges following a cyber incident. The appeal argues that the DRO did not sufficiently address inconsistencies in usage history and how charges were calculated. The DRO is an independent third party whose decisions are binding on NS Power but not on the customer, who may appeal within 12 days.