Customer Service in M12694

2.1.4 Customer Outreach p. p. 7

2.1.4 Customer Outreach - Before and during the event, NS Power employed a communication strategy which included a - phased roll out to customers, several customer-facing initiatives and outreach to stakeholders. - Social media posts were...

AI summary NS Power implemented a customer outreach strategy during an extreme cold event, including social media updates, a Grid Status Index webpage, and direct communication with Large Industrial Interruptible Rider (LIIR) customers. Measures highlighted included maximizing generation capacity, using battery storage, and importing electricity. Updates were shared with stakeholders and employees throughout the event.

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3.3 Duration of the customer advisory to conserve energy As discussed in Section 2.1.4, advance notice was provided to customers on Friday, January 23rd through the company website, with media outlets and on social media channels (Facebook and Instagram) that NS Power was preparing for extreme cold temperatures, and preparation tips were provided for customers for how they could also be prepared. These messages were also shared with elected officials on January 23rd and throughout the weekend. Similar messaging was shared by neighboring utilities to their customers before and during the event. The request for energy conservation was posted on Saturday, January 24 at 09:40 to Facebook and at 09:43 to Instagram. NS Power's grid status webpage (Outages - [Prepare and Stay Safe Nova](https://www.nspower.ca/outages/safety#cold) [Scotia Power)](https://www.nspower.ca/outages/safety#cold) was also updated at approximately 09:30 to Warning status. A media advisory with the request for customers to conserve energy was sent at approximately 13:00 on Saturday, January 24. The notice that grid status had returned to Normal was shared on Monday, January 26 at 08:20 p. pp. 12-13

3.3 Duration of the customer advisory to conserve energy As discussed in Section 2.1.4, advance notice was provided to customers on Friday, January 23rd through the company website, with media outlets and on social media channels (Facebook...

AI summary NS Power provided advance energy conservation notices via website, social media, and media outlets starting January 23, with a formal request posted on January 24. Grid status was updated to 'Warning' on January 24, and normal status was restored on January 26. Customer conservation efforts likely contributed to managing record energy demand during the cold event.

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