Topic:"Customer Service" in M12775

Recommendation 1 - NSPI should continually monitor PLT staffing and reductions to ensure that no deterioration of performance results. Specifically, NSPI should conduct annual customer surveys concerning service response and maintain a con...

AI summary This recommendation outlines the need for NSPI to monitor PLT staffing levels and their impact on performance, including conducting annual customer surveys and reporting outage data using the 2.5 Beta standard deviation to the Board.

- Residential customers' provincial satisfaction levels regarding NS Power's ability to restore power - remained stable in 2025 compared to 2024 at 72 percent satisfaction for the year. Increases in - satisfaction were seen in two of four...

AI summary Residential customers' satisfaction with NS Power's ability to restore power remained stable at 72% in 2025 compared to 2024, with improvements in two of four regions. Satisfaction is measured by the percentage of respondents giving a score of 7 or higher out of 10 and is influenced by multiple factors beyond storm events.

- 3 As shown in Figure 8, business customers' provincial satisfaction levels regarding NS Power's - 4 ability to restore power in 2025 remained consistent with 2024, at 77 percent satisfaction for the - 5 year. An increase in satisfaction...

AI summary Business customers in Nova Scotia reported consistent satisfaction levels with NS Power's ability to restore power in 2025, at 77 percent, similar to 2024. Satisfaction improved in the Northeast Territory during 2025.

previous reporting, step‑down transformers were counted as standalone substations. Going forward, for the purposes of this report, NS Power has defined a substation as one with a transmission supply that serves distribution customers. From...

AI summary The report discusses changes in the definition of a substation by NS Power, an increase in customers and infrastructure expansion, and a decline in residential customer satisfaction in Cape Breton and Metro regions. The Board is concerned about the impact of the substation definition change on PLT resources and customer satisfaction tracking.

ns may prevent outage-related complaints or customer-satisfaction tracking associated with them from being captured, and the utility has not clarified whether such issues would be recorded separately. The Board accepts NS Power's report of...

AI summary The Board acknowledges NS Power's 2025 report but requests an explanation on improving residential customer satisfaction in specific regions and details on the removal of 40 substations from reporting, including their impact on outage tracking and customer satisfaction.

Board Review Based on actual PLT staffing levels in 2025, the total number of PLTs was 238, comprised of 179 journeyperson PLTs and 59 apprentices. This total was 12 fewer than the utility's internal PLT target of 250. The utility noted th...

AI summary In 2025, NS Power had 238 PLTs, 12 below its target of 250, due to higher-than-forecast attrition. The utility plans to meet its target by 2028 and has increased apprentice intake and partnered with NSCC to expand training. Customer satisfaction remained stable, and outage callback numbers decreased from 129 in 2024 to 76 in 2025.

previous reporting, step‑down transformers were counted as standalone substations. Going forward, for the purposes of this report, NS Power has defined a substation as one with a transmission supply that serves distribution customers. From...

AI summary The Board observes an increase in customers and infrastructure expansion but notes a decline in customer satisfaction in two regions. It raises concerns about the redefinition of substations and its impact on outage tracking and PLT resources, as the utility has not clarified how these changes will affect data collection.

ns may prevent outage-related complaints or customer-satisfaction tracking associated with them from being captured, and the utility has not clarified whether such issues would be recorded separately. The Board accepts NS Power's report of...

AI summary The Board accepts NS Power's 2025 report but requires an explanation of steps to address declining residential customer satisfaction in two regions and to maintain satisfaction in others. The Board also requests details on 40 substations removed from this year's reporting, including their impact on outage and customer-satisfaction tracking.

June 12, 2026 Crystal Henwood Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: M12775 – Nova Scotia Power Inc. 2025 PLT Services Report Directives Dear Ms. Henwood: NS Power filed its 2...

AI summary The Nova Scotia Energy Board has directed NS Power to address declining residential customer satisfaction in the Cape Breton and Metro regions, as well as provide information on 40 substations removed from the 2025 PLT Services Report. NS Power's response highlights the decline in customer satisfaction scores in these regions.

est level recorded since 2018. In the Metro operating region, where 46% of the utility's customers are located, Residential Customer Satisfaction fell by two percentage points from 2024, reaching 69%. The Board is concerned about the downw...

AI summary Customer satisfaction in two of the utility's operating regions has declined, prompting concerns from the Board. Factors include economic conditions, price increases, storm impacts, and a cyber incident. The Board is also concerned about changes in the definition of a substation and its potential impact on PLT resources and customer complaint tracking.

utages following major winter storms in 2024 and 2025, including in the Glace Bay region, have had a notable impact on customer sentiment. In Metro, the change is modest and within normal variability. Nova Scotia Power is addressing this t...

AI summary Nova Scotia Power is addressing customer concerns related to outages and billing through its Five-Year Reliability Plan and community engagement initiatives. The company is also working to improve billing accuracy and customer communication following a cyber incident. Efforts include grid strengthening, vegetation management, and regular communication with customers.