Topic/Matter Intersection

Topic:"Customer Service" in M12647

Matter: Nova Scotia Power Inc. - 2025 Consumer Advocate / Affordable Energy Coalition Low-Income Working Group Report

9 passages 1 document

N-1Report 9 passages

Non-Confidential p. p. 2

Non-Confidential 1 TABLE OF CONTENTS 2 3 1.0 Introduction 3 4 2.0 Low-Income WOrking Group 4 5 2.1 Support for Customers with Late Charges 5 6 2.2 Community Grants 7 7 2.3 Smart Meters and Billing Accuracy 8 8 2.4 Community Solar Garden 8...

AI summary The document outlines a table of contents for a proceeding, including sections on low-income working groups, customer support, community grants, smart meters, community solar gardens, and affordability dashboards. Appendices provide updates on credit and collections work from Q1 to Q4 2025.

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DATE FILED: December 19, 2025 Page 3 of 16 p. pp. 2-4

DATE FILED: December 19, 2025 Page 3 of 16 1 2.0 LOW-INCOME WORKING GROUP 2 3 This is the third annual update on the CA/AEC/NS Power Low-Income Working Group (Working 4 Group). Following the 2023-2024 NS Power GRA, NS Power met with repres...

AI summary The Low-Income Working Group, comprising the Conservation Authority (CA), Alternative Energy Corporation (AEC), and Nova Scotia Power (NSP), met quarterly in 2025 to address issues affecting low-income customers. Topics included support for customers with late charges, community grants, and billing accuracy. A pilot program was proposed to waive interest charges for customers receiving financial support from charitable institutions, aiming to improve collections and customer relationships.

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2.5 Customer Support Post-Cyber Incident Following the cyber security incident which NS Power suffered in the spring of 2025, some of the utility's regular operations were interrupted and there was a pause in billing between April 25 and June 2, 2025. By the time of the June Working Group meeting, billing had been resumed and NS Power launched a dedicated billing website. NS Power's focus during that time was on consistency of billing days, although the time between bills was affected by the pause. Following the cyber incident, NS Power ceased charging any late fees and disconnecting customers for non-payment. By early June, the MyAccount system was back online, and customers were able to log in and make payments on their accounts. Even though MyAccount is secure, to allay customer concerns about payment information, NS Power recommended that customers register their NS Power accounts with their banking systems and make the payments through the banks. As a result of the cyber incident, the bi-directional functionality of the smart meters was interrupted, and NS Power was not receiving true meter reads. As a result, NS Power determined that for several weeks, bills would be estimated based on historical usage. During the time that bills were estimated, NS Power committed that it would not charge late fees or penalties on any outstanding balances, even for customers who wanted to wait for an actual true read. Starting in July, NS Power deployed additional meter readers to carry out true reads on customer meters. These meter readers had been hired and trained in the weeks leading up to July. As of November 2025, NS Power is currently both physically reading meters and estimating bills when a reading cannot be obtained. The Working Group also discussed options such as equal billing which can assist customers in managing their electricity bills over the course of a year and providing predictability for budgeting p. pp. 7-8

2.5 Customer Support Post-Cyber Incident Following the cyber security incident which NS Power suffered in the spring of 2025, some of the utility's regular operations were interrupted and there was a pause in billing between April 25 and J...

AI summary Following a cyber incident in 2025, NS Power experienced operational disruptions, including a pause in billing and issues with smart meter functionality. NS Power took measures such as resuming billing, launching a dedicated website, and ceasing late fees. They also deployed additional meter readers and discussed options like equal billing to support customers during the recovery.

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2.6 Current Situation Post-Cyber Incident As noted above, NS Power has not been charging late fees since April 25, 2025 and collection activity was paused for several months. NS Power will not disconnect any residential customers in 2025. Although there has been improvement in some accounts with elevated risk, balances for remaining customers continue to increase. There has been an adjustment to the HARP program, which now provides up to $400 in funding for eligible customers. NS Power's aim is to help customers manage their balances and stop the arrears from growing. Collection outreach to customers has resumed, and the focus is on helping customers rather than on disconnecting service. Customers are provided with information about the availability of 12- month and 24-month payment plans. NS Power will continue to support the Salvation Army HARP fund. It will also support the HEAT fund in 2026 by contributing $300,000. The Grassroot Grants launch will also provide funding for community projects and initiatives. NS Power has a customer-first approach to dealing with customers in arrears. Disconnection is always the last and least desirable option. Following on the success of the disconnection reduction pilot in 2024, NS Power will continue its reminder communications to customers whose accounts are in danger of being disconnected for non-payment in 2026. The new approach to customers in danger of disconnection in 2024 resulted in a 44 percent decrease in disconnections. The percentage of customers in arrears has decreased from 4.5 percent to 4.1 percent, largely as a result of the customer-first focus. These outreach communications offer help to customers and encourage them to contact NS Power to discuss available options. The Working Group will explore other potential options in 2026 such as community events and support programs which can assist low-income customers. p. pp. 8-9

2.6 Current Situation Post-Cyber Incident As noted above, NS Power has not been charging late fees since April 25, 2025 and collection activity was paused for several months. NS Power will not disconnect any residential customers in 2025....

AI summary NS Power has paused late fees and collection activity since April 2025, with no residential disconnections planned in 2025. The HARP program was adjusted to provide up to $400 in funding. NS Power is focusing on helping customers manage arrears, offering payment plans and supporting funds like HARP and HEAT. A customer-first approach reduced disconnections by 44% in 2024.

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What are the benefits of smart meters? p. p. 31

What are the benefits of smart meters? - · Smart meters improve the accuracy of meter reads as compared to manual meter reading by eliminating human error from data input. - Smart meters enable improved billing accuracy by reducing the fre...

AI summary Smart meters enhance billing accuracy by reducing human error and estimates, provide customers with energy usage visibility through the My Energy Insights portal, and allow NS Power to offer diverse rate options tailored to customer needs.

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Nova Scotia Power Support of Bill Amount Questions p. pp. 32-33

Nova Scotia Power Support of Bill Amount Questions We have been focused on encouraging customers to call us to discuss their unique situation, as every customer situation is different. We have found that we can help resolve most questions...

AI summary Nova Scotia Power is addressing customer bill amount questions through personalized conversations and various outreach campaigns, including energy-saving promotions, equal billing, payment plans, and meter testing, with the aim of refining strategies for the remainder of 2025 and winter 2025/2026.

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Update on Credit and Collections Work Q3 2025 June 17, 2025 p. p. 46

Update on Credit and Collections Work Q3 2025 June 17, 2025

AI summary The document provides an update on credit and collections work in Q3 2025, focusing on efforts to manage outstanding accounts and improve customer service related to billing and payment processes.

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NS Power has launched a billing website to help customers (nspower.ca/billing) p. pp. 48-49

NS Power has launched a billing website to help customers (nspower.ca/billing) - Our meters continue to accurately record usage; we are not able to retrieve this information and apply it to bills. We are estimating bills to customers and c...

AI summary NS Power has launched a billing website to assist customers during a period when accurate meter data is not available. Estimated bills are being issued, and Equal Billing calculations remain accurate. The website is promoted through bill inserts, and Customer Care is available for inquiries.

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Background: p. p. 53

Background: - NS Power did not issue bills from April 25 until early June. - NS Power has not been charging late fees since April 25 and paused collection activity for several months. - We will not disconnect any residential customers in 2...

AI summary NS Power has paused billing and collection activities since April 25, avoiding late fees and disconnections for residential customers in 2025. While some customer accounts show improvement, others continue to accumulate debt. Support programs like HARP are being adjusted, with a new $400 threshold.

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Disclaimer: These summaries were generated by AI from the filings they describe. We take care to make them accurate, but errors are possible - and they aren't advice. Only the filings themselves are the record: if you're relying on something here, confirm it against the source documents or the Nova Scotia Energy Board's own record. Full disclaimer →