N-1Report
15 passages
2.6 Current Situation Post-Cyber Incident As noted above, NS Power has not been charging late fees since April 25, 2025 and collection activity was paused for several months. NS Power will not disconnect any residential customers in 2025....
AI summary NS Power has paused late fees and collection activity since April 2025, with no residential disconnections planned in 2025. The HARP program was adjusted to provide up to $400 in funding. NS Power is focusing on helping customers manage arrears, offering payment plans and supporting funds like HARP and HEAT. A customer-first approach reduced disconnections by 44% in 2024.
November to a high of 4.94 percent in May. The average arrears per account ranged from $429 to $535, but most of the accounts were in arrears for a period of 120 days or more. At the prior request of the Working Group participants, NS Powe...
AI summary The text discusses trends in arrears by service depot in Nova Scotia, highlighting locations with the highest risk of arrears and noting that risk is not correlated with rural or urban siting. It also outlines collection actions taken by NS Power, including notices and disconnection procedures.
1 Figure 1 – Number and Percentage of Disconnections by Region - 2024 Location Number of Customers with Elevated Risk of Disconnection Number of Disconnections Percentage of Elevated Risk Customers Disconnected Average Arrears (Dollars) In...
AI summary Figure 1 presents data on the number and percentage of disconnections by region in Nova Scotia for 2024, highlighting the distribution of disconnections across various locations and the average arrears per customer. The data shows that disconnection rates vary significantly by region, with some areas experiencing higher disconnection percentages despite having fewer customers at risk.
Disconnect for Non-Pay with Regional Detail • Disconnection activity on residential accounts continues to skew toward areas with elevated risk. For example, 23% of 2024 disconnects have been in Cape Breton where 15% of our customer account...
AI summary Residential disconnections in Nova Scotia are concentrated in high-risk areas, such as Cape Breton, where 23% of 2024 disconnects occurred despite only 15% of customer accounts. Disconnection activity has paused in 2024 due to expected cooler temperatures.
Piloting Additional Effort to Reduce Disconnects - In 2024, NSPI has initiated a pilot to further reduce disconnections; in addition to the robust communication that would precede a disconnection, NSPI has started piloting an auto-campaign...
AI summary NSPI has initiated a pilot program in 2024 to reduce disconnections by contacting customers 3 days before scheduled disconnections. The pilot successfully averted 61.3% of disconnections during the winter, and total disconnects for nonpayment remained below 2023 levels despite higher accounts in arrears.
Disconnect for Non-Pay – Historical View (2014-present) - From 2014, when enhanced customer-centric Collections strategies were first fully deployed, Disconnects for Non-Payment have shown a steadily decreasing trend through 2019; - A chan...
AI summary From 2014 to 2019, disconnects for non-payment decreased steadily with enhanced customer-centric collections strategies. During the pandemic, the strategy changed, leading to lower disconnects in 2020-2021. Fiona's impact paused related activities in 2022, but 2023 saw a return to 2015 levels. 2024 disconnects have further decreased due to the initiative on slide 6.
Agenda - 1. Discussion around Billing Questions / Meter Accuracy - o Smart Meters & Billing Accuracy next slide. - 2. Late Fee Relief - o Awaiting insight from the board. - 3. Community Grants - o Updates coming late April / May. - 4. Revi...
AI summary The agenda covers billing accuracy, late fee relief, community grants, payment plans, disconnections for non-payment, and a community solar program aimed at low-income customers. Nova Scotia Power discusses efforts to minimize disconnections and the structure of the solar energy credit.
Nova Scotia Power continues to work closely with customers in arrears - Disconnections continue to be paused due to temperature considerations but remain a last resort and a small and diminishing percentage of the formal collections action...
AI summary Nova Scotia Power is managing customer arrears through payment arrangements and paused disconnections due to temperature considerations, with disconnections remaining a last resort. The percentage of disconnections has decreased from 3.9% in 2023 to 2.3% in 2024.
Equal-Billed Payment Plans with Regional Detail - The majority of payment arrangements have shown to be largely successful over time, with ~8.2% of plans disconnected due to non-payment since 2014; (note: plans within the last 12 or 24 mon...
AI summary Equal-Billed Payment Plans have been largely successful, with approximately 8.2% of plans disconnected due to non-payment since 2014. However, 24-month plans have higher failure rates (14.0%) compared to 12-month plans (6.7%) due to increased arrears aging and associated risks.
Disconnect for Non-Pay with Regional Detail • Disconnection activity remains paused due to cooler temperatures. The final 2024 view is shown here, where disconnections skewed toward areas with elevated risk. For example, 23% of 2024 discon...
AI summary Disconnection activity remains paused due to cooler temperatures, with 2024 data showing a higher concentration of disconnects in Cape Breton, which accounts for 15% of customer accounts but saw 23% of disconnects.
Piloting Additional Effort to Reduce Disconnects - Disconnects remain paused due to cooler temperatures. - Results of the pilot to layer in additional communication with customers 3 days before a scheduled disconnect is shown below. - Whil...
AI summary A pilot program to reduce electricity disconnects through additional customer communication before scheduled disconnection was successful, averting 61% of disconnects. The program will continue in 2025 with close monitoring of payment arrangements.
Disconnect for Non-Pay – Historical View (2014-present) - From 2014, when enhanced customer-centric Collections strategies were first fully deployed, Disconnects for Non-Payment have shown a steadily decreasing trend through 2019; - A chan...
AI summary From 2014 to 2019, disconnects for non-payment steadily decreased due to enhanced customer-centric collection strategies. During the pandemic, changes in collection strategies and government support further reduced disconnects from 2020 to 2022. The impact of Hurricane Fiona paused related activities in 2022, but 2023 disconnects returned to 2015 levels. In 2024, the implementation of a 3-day notice on scheduled disconnects led to a further decrease.
Nova Scotia Power continues to work closely with customers in arrears - Collection actions remain mostly paused following the identification of a cyber incident in April. - Historical results show disconnection remains a last resort, and a...
AI summary Nova Scotia Power is working with customers in arrears, with collection actions paused due to a cyber incident. Disconnection is a last resort, with a decreasing percentage of formal collections actions. Efforts are made to support customers through payment arrangements before disconnection.
Disconnect for Non-Pay with Regional Detail • Disconnection activity remains paused in 2025. The final 2024 view is shown here, where disconnections skewed toward areas with elevated risk. For example, 23% of 2024 disconnects have been in...
AI summary Disconnection activity for non-payment remains paused in 2025, with 2024 data showing a higher concentration of disconnections in Cape Breton, despite it having only 15% of customer accounts.
Piloting Additional Effort to Reduce Disconnects - Disconnects remain paused due to cooler temperatures. - Results of the pilot to layer in additional communication with customers 3 days before a scheduled disconnect is shown below. - Whil...
AI summary The pilot program to reduce disconnects by adding communication with customers three days before a scheduled disconnect was successful, preventing 61% of scheduled disconnects. The initiative will continue in 2025 with close monitoring of payment arrangements.