C-3Correspondence between Appellant, NSPI, and DRO (redacted)
3 passages
From: Christine & Ian Sent: February 11, 2026 1:47 PM To: [email protected] Subject: Please assist Nova Scotia Power Disputes Resolution Re: account I phoned NS Power this morning and was on the call for 1 hour and 7 minutes....
AI summary Customer Christine Cameron reports billing irregularities with Nova Scotia Power (NS Power), including inconsistent billing cycles, unexpected rate changes linked to the Critical Peak program, and overestimated energy usage. She disputes NS Power's explanation, citing a 2023 email guaranteeing lower rates outside peak events and requests clarification and correction.
N.S.Power Please provide me with N.S.Power's position in the 3 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 F...
AI summary Don Farmer, a Dispute Resolution Officer, requests Nova Scotia Power (NSP) to provide information related to three matters, including account statements and meter readings. Christine Cameron consents to sharing this information for resolution. NSP responds by granting access and attaching account and meter data.
"FINDINGS The Board shares the same concerns identified by the parties in their submissions. TVP programs are designed to incent different customer electricity usage to benefit the system by shifting load and deferring or eliminating signi...
AI summary The NS Energy Board's findings support NS Power's TVP program but raise concerns about revenue neutrality, potential ratepayer costs, and lack of transparency. The customer criticizes NS Power's management for shifting infrastructure costs to ratepayers and poor communication about program changes. The Board's approval of NS Power's approach is questioned due to insufficient data on energy usage post-rate increases.
C-8Cameron (NSEB) RIR-1 to RIR-4 - Redacted
7 passages
off-peak rate for these customers should be lowered to equal the standard rate during the suspended program. The Board would not expect these customers to be disappointed with this temporary measure. Further, the Board agrees with the conc...
AI summary The Board addresses adjustments to Time-Varying Pricing (TVP) rates during a suspended program, ensuring fairness for customers. Synapse argues against NS Power’s proposal to extend TVP rate unavailability until March 2026, advocating for shorter notice periods and resuming TVP tariffs promptly if system functionality is restored. The Board agrees, emphasizing minimizing disruption and re-enrollment requirements for TVP participants.
y the costs. It is quite an obvious omission that there is some responsibility to be had in how the company is run and that does not come down to me the customer. It should not be my cost to absorb. In the findings, the Board also sees my...
AI summary Customer Christine Cameron criticizes NSP for shifting infrastructure and management costs to consumers, citing opaque communication about the Critical Peak program and deferred capital spending. She argues the Board's approval of NSP's repair-over-maintenance approach and lack of transparency violates customer interests.
have been done either physically by a meter reader or remotely. NS Power responds to the customers concerns: 1. The power bill I received on Feb 9, 2026 was again for more than 2 months. The customer is on the Time-Varying Pricing (TVP) Cr...
AI summary A customer received a bill covering over two months due to a cyber incident delaying meter readings for the Time-Varying Pricing (TVP) Critical Peak Pricing (CPP) Pilot Plan. NS Power apologized, explained the 76-day bill cycle extension, and scheduled the next meter read for March 17–20. Christine Cameron consented to sharing information with Don Farmer, the Dispute Resolution Officer, to resolve the issue.
les for their work. These vehicles may have license plates from other provinces depending on the inventory that was available when the vehicle was secured. 2 of 4 6/10/2026, 12:08 PM Understanding Your Bill Nova Scotia Power https://www.ns...
AI summary Nova Scotia Power (NSP) is hosting community sessions across Nova Scotia to help customers understand their bills and manage them, with specific dates and locations provided. These sessions complement NSP's existing customer care support via phone.
ron 06- NS Energy Board letter to NS Power October 28, 2025 Cameron 08- NS Power customer relations email to Dispute Resolution February 17, 2026 Cameron 09- NS Power website “Understanding your bill” The NS Power documents quoted within m...
AI summary Customer submits meter reading photo and notes to Nova Scotia Energy Board, citing NS Power's overestimation of usage and lack of response to emails. Documents include correspondence with DRO and handwritten notes from phone calls, highlighting frustration with billing disputes and fears of late fees.
I do note within the NS Energy Board letter to NS Power dated October 28, 2025 the following instructions surrounding the return of CPP: Page 4: be ready to resume traditional TVP Tariffs when system functionality returns in a relatively s...
AI summary The NS Energy Board instructs NS Power to resume traditional TVP tariffs promptly upon system recovery, aligning with Synapse's recommendation to restore load-shifting benefits earlier than NS Power's proposed March 2026 deadline. The Board emphasizes clear customer communication to minimize disruption from the cybersecurity breach.
t with your recent statements; and Yes, we reviewed the current meter reading and even though we don’t get the bill for at least a week after, the reading at the time was not significantly different. d) Whether you believe the meter is rec...
AI summary Customer Christine Cameron expresses frustration with NS Power's handling of her CPP-related issues, citing delayed responses, lack of transparency, and excessive use of legal resources. She highlights difficulties in resolving disputes through the Dispute Resolution process and criticizes NS Power's management practices.
C-9NSPI (NSEB) RIR-1 to RIR-5
13 passages
Highlights: - The content and visuals of the program were modified to be easier to read and focus on the benefits to the customer. - NS Power delivered the largest volume of targeted recruitment emails for this program to date, and it prov...
AI summary NS Power modified program visuals to emphasize customer benefits, used targeted recruitment emails and aligned marketing with bill cycles to reduce off-cycle billing complexities. Efforts included batching emails (46 batches over 16 days) and limiting daily sends to 10,000 emails, achieving a 0.20% opt-out rate.
CUSTOMER / COMMUNICATION - There is opportunity to better communicate with TOU customers that they may experience higher bills in the winter and will see lower bills throughout the summer when the daily rate is lower. - Create visuals for...
AI summary The text outlines strategies to improve communication with TOU customers, including visual aids and FAQs, cross-collaboration with Efficiency Nova Scotia for load-shifting tech, targeting electrically heated customers, and enhancing digital tactics over direct mail. It also highlights automation needs for rate changes and improvements in customer support models.
CUSTOMER / COMMUNCIATION - Including more visual examples such as sample TOU bill in the winter vs. summer on the website proved helpful for customers. - Savings estimator tools and energy planner tool on website continued to be helpful fo...
AI summary The text highlights customer communication strategies, noting the effectiveness of visual tools and savings estimators on the website, challenges in reaching business customers, and the need for automation in rate changes. Email was effective for residential but not business audiences, while recruitment efforts benefited from early starts and Key Accounts team collaboration. Streamlined application processes and regular customer care meetings were emphasized.
CUSTOMER / COMMUNCIATION - Revisit development and update to the savings estimator tool and/or energy planner tool as it would be helpful for customers in making decisions to proceed on the rate plan. - Develop multiple customer scenarios...
AI summary The text emphasizes improving customer communication and tools for rate plan decision-making, including updating savings estimator tools, developing customer scenarios, and automating rate changes. It highlights the effectiveness of email for residential customers, the need for better application process communication, and building a waitlist for 2024-2025.
CUSTOMER / COMMUNICATIONS - Channels and materials performed well. Email drove most applications. Based on customer survey, the following was noted: - Materials were informative and explained the benefits. - Redesign of images provided bet...
AI summary The document highlights effective email communication for customer engagement, with suggestions to enhance social media use, video content, and energy-saving messaging. It notes challenges in manual onboarding processes for TVP rates and the need for improved internal procedures as the program scales.
COMMUNICATION - Need to properly identify key decision makers within each business to have the conversation with. - Mass emails as a tactic for business did not perform as well as residential —targeted and personalized touchpoint would be...
AI summary The text highlights challenges in business communication strategies, emphasizing the need for targeted outreach, personalized engagement, and automation for rate changes. It critiques mass email campaigns for businesses and recommends tailored approaches, customer segmentation, and improved decision-maker identification to enhance effectiveness.
Tactics and Schedule - Existing customers retention plan: - Retention E-mail Campaign: October 6 to December 5th, 2023 - Details to Come Update: October 6th - Announcement of Extension: October 31st - Reminder to Opt-in to CPP: November 24...
AI summary The document outlines a customer retention and recruitment plan for a utility program, including email campaigns, bill inserts, and targeted outreach from October 2023 to December 2023. It emphasizes promoting Time Varying Pricing (TVP) and Critical Peak Pricing (CPP) through reminders, opt-in prompts, and energy management tips to enhance customer engagement in the pilot's third year.
Residential Recruitment: Approach The goal was to reach as many qualified Nova Scotians as possible within the recruitment period. Based on time and resources, NS Power wanted to provide the best customer experience with the most minimal i...
AI summary NS Power aimed to recruit residential customers by enhancing program collateral, aligning marketing with bill cycles via email, and using multi-channel strategies to drive traffic. The focus was on customer-centric content, resource efficiency, and maximizing outreach through personalized communication and internal education.
- Overall Results (Y1, Y2 & Y3): Recruitment Emails Year 1 Year 2 Year 3 Reminder Emails Year 1 Year 2 Year 3 Emails sent 45,267 20,685 113,185 Emails sent - 10,216 - Successful deliveries 43,280 19,489 107,702 Successful deliveries - 10,2...
AI summary The document provides an overview of email campaign results across three years, highlighting metrics such as emails sent, successful deliveries, open rates, clicks, and unsubscribes. It notes that reminder emails were not planned for year 3 due to the size of the customer list and alignment with the bill cycle.
Business Recruitment: Approach Similar to the residential recruitment strategy, the goal was to reach as many qualified Nova Scotians as possible within the recruitment period. Based on time and resources, NS Power wanted to provide the be...
AI summary NS Power's business recruitment strategy focused on customer-centric collateral, targeted email campaigns, bill-cycle-aligned marketing, and multi-channel traffic drives to maximize outreach while minimizing internal resource strain. Efforts included revised landing pages, personalized emails, and leveraging bill inserts and paid search.
- The average click rate was 23.9% , this was above average to other business-related NS Power email campaigns. Email Results (Y2) Email Results (Y3) (Business Only) • 6,914 recipients • 3,254 opens (47%) • 445 clicks to the website (14%)...
AI summary The email campaign by NS Power achieved a 23.9% click rate, which is above average compared to other business-related NS Power email campaigns. The data shows that 6,564 recipients received the email, with 3,289 opens (52.7%) and 659 clicks to the website.
Eliaibility requirements - To be eligible for the pilot, customers must meet the following requirements: 1. Have a smart meter that has been installed and activated for remote billing. - 2. Complete all required fields in the application f...
AI summary Eligibility for the Critical Peak Rate Plan requires smart meters, completed applications, and exclusion of net metering/seasonal customers. Participants receive notifications to manage energy use, with no guaranteed savings. NS Power may adjust or end the program post-pilot, and customers can exit without penalty. Privacy policies govern data collection, and UARP regulations apply.
NON-CONFIDENTIAL 1 Request IR-3: 2 3 Please provide a copy of the communication sent to CPP customers advising them of the 4 temporary suspension of the program due to the cyber incident. 5 6 Response IR-3: 7 8 Please refer to Attachment 1.
AI summary A request (IR-3) seeks a copy of communication sent to CPP customers about temporary program suspension due to a cyber incident. The response directs to Attachment 1 for details.