Topic:"Cybersecurity" in M12767

\ \ EXTERNAL EMAIL / COURRIEL EXTERNE \ \ Exercise caution when opening attachments or clicking on links / Faites preuve de prudence si vous ouvrez une pièce jointe ou cliquez sur un lien Hello Eryn I am in dire need of help with this comp...

AI summary The email describes a customer's frustration with Nova Scotia Power (NS Power) due to incorrect billing resulting from a cyber attack, leading to an unexpected $7000 bill and the need for expensive heat pump installation. The customer feels NS Power failed in its duties and is being unfairly held responsible.

e previous owner did not. I kept an eye on the bills and they weren't too bad so, I wasn't that concerned about doing the heat pumps yet. I was renovating the house and wanted to get that done first. And then, a few weeks ago, I got a bill...

AI summary The customer received an incorrect bill from NS Power due to a cyber attack, leading to overpayment and unexpected costs for heat pump installation. The customer claims NS Power failed in their duties and refuses to assist, creating a significant financial and emotional burden.

Request IR-2: - Please explain the methodology used to estimate the customer's consumption during the billing periods affected by the cyber incident, including: - a) whether historical usage at the premises formed part of the estimation pr...

AI summary The document requests an explanation of the methodology used by NS Power to estimate customer consumption during billing periods affected by a cyber incident, including the use of historical data, AI tools, and identification of any mismatches in assumptions.

Request IR-8: - Please explain whether NS Power requested that the customer provide self-read meter - photographs or customer-submitted meter readings during the cyber incident period. If not, please - explain whether that option was avail...

AI summary The text requests an explanation regarding whether NS Power asked customers to provide self-read meter photographs or submitted readings during a cyber incident period, and whether that option was available to customers during the relevant time.

The Board notes that you purchased the property in March 2025 and that the property utilized radiant heating. The Board further notes that you had been advised during the home purchase process that the property could be expensive to heat a...

AI summary The Board acknowledges that the property purchased in March 2025 uses radiant heating and that the buyer was advised of potential high heating costs. Due to a cyber incident in 2025, NS Power could not obtain actual meter readings and used estimated billing based on the best available data as allowed by the Board's Regulations.