Topic:"Cybersecurity" in M12544

\ \ \ THIS IS A DO NOT REPLY EMAIL\ \ \ Thank you for your patience as we work to restore systems impacted by the recent cyber incident. More information can be found on our website at Home Nova Scotia Power. At this time, we are not activ...

AI summary Nova Scotia Power is informing recipients that they are not actively managing email inquiries due to a recent cyber incident, and directs them to their website for more information.

Automatic reply: Credit Posted to Your Account 1 message Thank you for your patience as we work to restore systems impacted by the recent cyber incident. More information can be found on our website at nspower.ca. At this time, we are not...

AI summary This automatic reply informs customers that a credit has been posted to their account following a recent cyber incident. The message apologizes for the inconvenience and directs customers to contact Customer Care or the outage line for assistance. It also includes confidentiality and attachment limits notices.

NON-CONFIDENTIAL 1 Request IR- 3: 2 3 Following her inquiry on August 15, 2025, Ms. Axford followed up with NS Power multiple 4 times on August 18, 22 and 26, 2025. 5 6 NS Power confirmed the overcharge on August 26 but did not issue a rev...

AI summary Ms. Axford inquired about an overcharge on her bill, and NS Power confirmed the overcharge but took nearly a month to issue a revised bill. She also received an automatic reply explaining that NS Power was not actively managing email inquiries due to a cyber incident. The inquiry includes questions about NS Power's procedures, handling of inquiries, and the impact of the cyber incident.

NON-CONFIDENTIAL 1 (f) Yes. The cyber incident significantly impacted the Customer Care Centre. The loss of 2 several self-service options due to system restrictions following the cyber incident increased 3 call volumes and extended call d...

AI summary A cyber incident significantly impacted the Customer Care Centre by removing self-service options, leading to increased call volumes and extended call durations, which required additional time and resources to manage inquiries and complaints.

situation, made it even more stressful. I urge NS Power to review its standard operating procedures for new customers to ensure that it classifies them properly and provides adequate customer service. NS Power's estimates are also a source...

AI summary The customer expresses concern over NS Power's billing practices, highlighting improper classification of new customers and inaccurate estimation methods. The Board is separately investigating a cybersecurity incident, and the customer's experience with billing is being referred for consideration.

situation, made it even more stressful. I urge NS Power to review its standard operating procedures for new customers to ensure that it classifies them properly and provides adequate customer service. NS Power's estimates are also a source...

AI summary The customer is concerned about NS Power's billing practices, particularly the inaccurate estimates for July and August bills based on improper methodologies. The Board is separately investigating a cybersecurity incident under Matter M12273 and will consider this case as background. The customer currently owes $1,764.74 and will face future invoices.