Topic:"Customer Service" in M13104

er's day-to-day operations. My Decisions are binding on Nova Scotia Power but not on the Customer. Customers may appeal my Decisions (within 12 days of receipt of Final Written Decision) to the Board. Your Dispute in summary is: that you h...

AI summary The customer disputes a $4,038 outstanding balance with Nova Scotia Power, citing systemic administrative failures, lack of regulatory notifications, and a potential shared/crossed utility meter layout. The customer claims that the Equal Billing Plan was not properly managed due to a cyber incident, leading to incorrect payments.

Amritpal Kaur; N.S.Power Customer Relations Please address the apparent conflict in the following highlighted statements. Don Farmer, P.Eng. Dispute Resolution Officer From: AK Brar Sent: Saturday, August 22, 2026 11:09 AM To: Customer Rel...

AI summary The customer, Amritpal Kaur, is pointing out a discrepancy in billing from Nova Scotia Power, noting that their first two months of electricity usage were very low due to minimal use and a non-functional dryer, yet they were charged approximately $600.

I have attached a copy of bill for your review The bill for Oct 02 to Oct 28 shows 943 kWh used in only 26 days, which is 36.3 kWh per day, and the total amount due was $565.37.Because this amount was not realistic for a one‑bedroom baseme...

AI summary A customer received an unusually high electricity bill and contacted Nova Scotia Power, which only offered the Equal Monthly Billing plan. The landlord dismissed the issue, and the customer is concerned about potential meter errors. NS Power has ordered meter testing, and the DRO is involved in resolving the dispute.

e conducting account reviews and recalculating Equal Billing Plan amounts. Meter connections have since been restored, and account reviews are now being completed through normal operational processes. The customer is enrolled in Paperless...

AI summary NS Power is managing account reviews and Equal Billing Plan recalculations following meter connection restoration. The customer is on Paperless Billing and can contact Customer Care if they have concerns about their Equal Billing amount. NS Power maintains that billing has been appropriate. The customer has granted consent for the DRO to access their account information for a formal billing dispute.

o over payment options, but the customer hung up. The customer care representative removed Amritpal Kaur from budget billing. This is referenced on pages 3 and 4 of 9 in Confidential Attachment 2 . - August 18, 2026 Amritpal Kaur called cu...

AI summary Amritpal Kaur contacted customer care to discuss payment options and later requested to freeze her account. Customer care explained that disconnecting would not eliminate her outstanding balance. Kaur then formally disputed the billed amount with the DRO and provided consent for the DRO to access her personal information. NS Power responded to the DRO with its position on the matter.

l information to the DRO. This is referenced on page 5 of 25 in the DRO file attached as Confidential Attachment 1. - August 19, 2026 NS Power provided its position to DRO, stating the following: The customer enrolled in Nova Scotia Power...

AI summary NS Power explains that a customer enrolled in the Equal Billing Plan in 2025, which distributes estimated annual costs into equal monthly payments. Due to the 2025 Cyber Incident, NS Power needed full 12 months of data to recalculate payments, which are now being reviewed normally. NS Power asserts that billing has been appropriate.