Topic:"Customer Service" in M12726

Sent: February 20, 2026 12:03 PM To: [email protected]; [email protected]; Subject: Fwd: DRO 19 Feb re Shaun Campbell dispute re p Hello Mr. Farmer, My name is Crista MacNeil. I'm reaching out regarding the ongoing issu...

AI summary Crista MacNeil is seeking assistance with unresolved billing issues her daughter and son-in-law have faced with Nova Scotia Power (NSP) since July 2025, despite multiple attempts to resolve the matter. NSP has offered a payment plan, but the root billing issue remains unaddressed. Shaun Campbell has granted permission for the DRO to access his file and communicate directly with Crista MacNeil.

Mr. Farmer, Yes, Crista MacNeil has been authorized on Shaun Campbell's account. Teri From: Shaun Campbell < > Sent: February 14, 2026 8:34 PM To: [email protected] Subject: Request for Formal Review of Billing Irregularities...

AI summary Shaun Campbell reports significant billing discrepancies with Nova Scotia Power, including an unexpectedly high final bill after moving out and automatic withdrawals that did not align with his occupancy history.

Shaun Campbell In response to your following email, I will begin with my Role Statement as Dispute Resolution Officer (DRO) in matters of dispute between N.S.Power and their Customers: I am not an employee of Nova Scotia Power or the Nova...

AI summary Shaun Campbell outlines his role as Dispute Resolution Officer (DRO) appointed by Nova Scotia Power (NSP) to resolve disputes with customers under the Nova Scotia Energy Board's regulations. He clarifies his authority is limited to interpreting Board-approved regulations, not NSP's operations, and that customer appeals of his decisions are possible within 12 days.

Sent: February 20, 2026 12:03 PM To: [email protected]; [email protected]; Subject: Fwd: DRO 19 Feb re Shaun Campbell dispute re p My name is Crista MacNeil. I'm reaching out regarding the ongoing issues my daughter and...

AI summary Crista MacNeil is seeking assistance with unresolved billing issues her daughter and her partner have faced with Nova Scotia Power since July 2025. Despite multiple attempts to resolve the issue with NS Power and the DRO, the problem remains unresolved, and the customer is requesting guidance on further steps.

Mr Farmer Thank you for your email. We have been in contact with NS Power since July trying to resolve these issues. They tell us there is nothing further that can be done and have offered a payment plan. We are not sure where to go from h...

AI summary Crista MacNeil expresses frustration with NS Power's inability to resolve a payment dispute, claiming all escalation avenues have been exhausted despite attempts to contact higher-level staff. NS Power has offered a payment plan but provided no further resolution, prompting a request for additional options.

4. NSP did not address the September 26 email acknowledging the bill was "high." On September 26, 2025, NSP employee Derek Henderson wrote: "I can confirm the $437.29 is high for the . I'm going to put in a request for a re-read of that me...

AI summary NSP failed to address an internal email from September 26, 2025, where an employee acknowledged a $437.29 bill as 'high' and requested a meter re-read. NSP's response omitted explanations for why the re-read was not completed, why the concern was dismissed, or why the DRO decision ignored this internal acknowledgment, constituting a significant omission.

NON-CONFIDENTIAL 1 (iii) An email was sent to Mr. Campbell on January 21, 2026, followed by a 2 phone call the following day to discuss the customer's billing concerns. Date Filed: May 14, 2026 NSPI (NSEB) IR-07 Page 2 of 2 Campbell DRO Ap...

AI summary An email and phone call were made to Mr. Campbell in January 2026 regarding billing concerns. This is part of NSPI's responses to NSEB information requests in the Campbell DRO Appeal (NSEB M12726).

REDACTED 1 Request IR-11: 2 3 NS Power provided copies of Mr. Campbell's bills for both service addresses in response to 4 Mr. Campbell's appeal and response to the Board's information request IR-1(d). Except for 5 the initial bill in Sept...

AI summary The document discusses a discrepancy between the information on Mr. Campbell's bills and NS Power's response to the Board's information requests regarding his automatic payment plan. NS Power confirmed that the automatic payment was active from September 2024 to December 2025 and remained active after a service transfer.

Request IR-7: - Regarding the September 22, 2025 bill: - (a) Please explain the calculation of the Provincial Rebate of -$46.54 as it was not 9% of the total energy charges ($424.41). - (b) Did NS Power perform a re-read of the meter, foll...

AI summary Request IR-7 questions NS Power about the calculation of a provincial rebate discrepancy (-$46.54 vs. 9% of $424.41) and whether a meter re-read occurred after an employee's September 26, 2025 email to Mr. Campbell. It also asks for updates on the investigation into the bill's usage.