2025 CA/AEC/NSP Low-Income Working Group Report December 19, 2025
AI summary This document is the 2025 Low-Income Working Group Report prepared by CA, AEC, and NSP. It addresses issues related to low-income programs and affordability in the context of energy efficiency and utility services.
Non-Confidential 1 TABLE OF CONTENTS 2 3 1.0 Introduction 3 4 2.0 Low-Income WOrking Group 4 5 2.1 Support for Customers with Late Charges 5 6 2.2 Community Grants 7 7 2.3 Smart Meters and Billing Accuracy 8 8 2.4 Community Solar Garden 8...
AI summary The document outlines a table of contents for a proceeding, including sections on low-income working groups, customer support, community grants, smart meters, community solar gardens, and affordability dashboards. Appendices provide updates on credit and collections work from Q1 to Q4 2025.
of home heating, medication, groceries, etc." [para. 110]. The Board also received many letters of comment in the present matter outlining the impact of power rates on low- and fixed-income customers. [411] The proposed review and consulta...
AI summary The Board acknowledges the impact of power rates on low- and fixed-income customers and endorses a review process led by NS Power, the Affordable Energy Coalition, and the Conservation Authority to assess past changes and establish a systematic evaluation methodology for future changes to NS Power's regulations.
DATE FILED: December 19, 2025 Page 3 of 16 1 2.0 LOW-INCOME WORKING GROUP 2 3 This is the third annual update on the CA/AEC/NS Power Low-Income Working Group (Working 4 Group). Following the 2023-2024 NS Power GRA, NS Power met with repres...
AI summary The Low-Income Working Group, comprising the Conservation Authority (CA), Alternative Energy Corporation (AEC), and Nova Scotia Power (NSP), met quarterly in 2025 to address issues affecting low-income customers. Topics included support for customers with late charges, community grants, and billing accuracy. A pilot program was proposed to waive interest charges for customers receiving financial support from charitable institutions, aiming to improve collections and customer relationships.
2.2 Community Grants NS Power discussed with the Working Group the options for supporting customers facing difficulty paying their electricity bills. There are existing grant programs such as the HARP program (which runs until March) and t...
AI summary NS Power proposed a new community grant program to support low-income customers facing difficulty paying electricity bills, separate from existing programs like HEAT and HARP. The program would be year-round and allow more frequent applications. NS Power also launched the Grassroot Grants Program in Q3 2025, providing up to $20,000 to non-profit organizations for community projects focused on reducing energy poverty.
2.4 Community Solar Garden - The Working Group discussed the existence of the NS Power Solar Garden for which subscribers - pay a subscription charge and receive energy credit, and the Community Solar Gardens Program - in which community g...
AI summary The Working Group discussed the NS Power Solar Garden and the Community Solar Gardens Program, which allow subscribers to receive energy credits for clean energy generated by solar gardens. These programs aim to provide access to clean energy for customers who cannot afford their own solar panels, particularly benefiting low-income households.
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.
2.7.1 Low-Income Advocacy - The Affordability Dashboard tracks the number of calls to NS Power's in-house Low-Income - Advocate who is a member of the Customer Care team. The Low-Income Advocate meets with - energy poverty groups and deals...
AI summary The Affordability Dashboard tracks calls to NS Power's Low-Income Advocate and accounts discussed. Call numbers increased from 2022 to 2025, but accounts discussed dropped in 2025. Trends show higher activity in winter months, possibly due to challenges in paying bills and limited grant funding. No correlation was found between warm-weather calls and disconnections.
5 4 the cyber incident. - The COVID Fund has not been in existence since 2022. The HEAT Fund in 2023 and 2024 was exhausted - by April and was exhausted by March in 2025. Availability of the funds will recommence in January 2026. - There w...
AI summary The HEAT Fund was exhausted in 2023 and 2025, with payments decreasing from 2022 to 2025. Availability will resume in 2026 if NS Power increases its contribution from $200,000 to $300,000.
3.0 NEXT STEPS AND CONCLUSION 2.7.6 HEAT and COVID Fund Details - All participants agree that the Working Group is a worthwhile venture which has resulted in some - positive steps to assist low-income customers in arrears and in danger of...
AI summary The Working Group, established to assist low-income customers facing disconnection risks, plans to continue its efforts in 2026. Key accomplishments in 2025 include waiving late fees for customers receiving arrears assistance and creating the Grassroots Grant. NS Power acknowledges collaboration with the Consumer Advocate and the Affordable Energy Coalition on this initiative.
Affordability Dashboard Low Income Advocacy December 2024 Calls to NSPI LIA Accounts Discussed 2022 YTD Dec 2,269 4,847 2023 YTD Dec 2,881 4,475 2024 YTD Dec 3,120 4,733
AI summary The Affordability Dashboard presents data on calls to NSPI LIA accounts for low-income advocacy from 2022 to 2024, showing an increase in calls over the years.
Summary of Collections Actions - Disconnections for non-payment finished down materially year over year, reflected in a diminishing portion of total collection actions taken (2.3% in 2024 YTD, versus 3.9% in 2023) - Significant effort is i...
AI summary Disconnections for non-payment have decreased significantly year-over-year, from 3.9% in 2023 to 2.3% in 2024 YTD. Efforts are being made to support customers with arrears through informal and formal processes, including various payment arrangements.
Equal-Billed Payment Plans with Regional Detail – Historical View - The majority of payment arrangements have shown to be largely successful over time, with ~8.3% of plans disconnected due to non-payment since 2014; (note: plans initiated...
AI summary Equal-Billed Payment Plans have been largely successful, but with ~8.3% of plans disconnected due to non-payment since 2014. 24-month plans have higher failure rates (14.0%) compared to 12-month plans (6.7%) due to increased arrears aging and risk.
HEAT & COVID Fund Details – 2022 to present - Low income customers challenged with their energy burden could leverage both the HEAT Fund and COVID Fund in 2022 - The nature of financial supports available for relief changed in 2023; the CO...
AI summary From 2022 to present, low-income customers in Nova Scotia could access the HEAT Fund and COVID Fund for energy relief. In 2023, the COVID Fund was phased out, and the HARP benefit was increased to provide continued support.
Initial Coordination - o NS Power Low Income Advocate speaks to charitable organization to confirm funding and amount. - o Calculate and immediately reverse 12-month late fees on customer account. - o Communicate late fee reversal to the c...
AI summary NS Power is coordinating with a charitable organization to confirm funding for a low-income customer, calculate and reverse 12-month late fees, and communicate the reversal to the organization.
HEAT Fund recipients are up year over year through February - March had a further 170 HEAT Fund recipients before the funding for electric bills was exhausted on March 21. - A further 46 accounts received a payment from a community organiz...
AI summary The number of HEAT Fund recipients has increased year over year through February, with additional recipients in March before funding was exhausted. A total of 106 recipients have been assisted through March, compared to 54 through the end of March 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.
Grassroots Grants Program Submit your application by November 14, 2025 to be considered for funding
AI summary The Grassroots Grants Program invites applications for funding, with a deadline of November 14, 2025. The program is aimed at supporting community-based initiatives, though the text does not provide further details on eligibility or specific areas of focus.
Supports for Customers and Outstanding Balances
AI summary This section discusses supports for customers and outstanding balances, focusing on financial assistance programs and customer account management. It outlines initiatives aimed at helping low-income customers and managing unpaid balances.
Background: - NS Power did not issue bills from April 25 until early June. - NS Power has not been charging late fees since April 25 and paused collection activity for several months. - We will not disconnect any residential customers in 2...
AI summary NS Power has paused billing and collection activities since April 25, avoiding late fees and disconnections for residential customers in 2025. While some customer accounts show improvement, others continue to accumulate debt. Support programs like HARP are being adjusted, with a new $400 threshold.
Tactics: - Help customers act on balances and stop them from growing. - Resume all collection outreach to customers, no mention of 'disconnecting service' in 2025. All language to focus on helping customers. - Include options to put overdu...
AI summary The tactics outlined focus on assisting customers with overdue balances through payment plans, increased HEAT fund contributions, and support programs. Emphasis is placed on helping customers rather than disconnecting service, with continued late fee waivers and grassroots grants. These measures aim to reduce disconnection rates and improve affordability.
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.
Equal-Billed Plans – Current Performance by Payment Amount - Continued monitoring of 12 versus 24 month repayment plans shows that payment performance remains reasonably comparable for smaller monthly amounts, and we continue to see that l...
AI summary Monitoring of 12 and 24-month repayment plans indicates that smaller monthly payments perform similarly, while larger arrears are more likely to stay on plan when spread over longer periods. Higher payment amounts lead to greater struggles, emphasizing the need for early intervention to help customers manage repayment terms.
HEAT Fund - The HEAT fund was exhausted in late March and will recommence in January 2026. - Provincial Heating Rebate eligibility will be tighter in 2026, and benefit amounts down year over year, which could add strain to customer's strug...
AI summary The HEAT fund was exhausted in late March and will restart in January 2026. Provincial Heating Rebate eligibility will be more restrictive in 2026, with lower benefit amounts, potentially increasing the energy burden on customers.
January 2, 2026 [[email protected]](mailto:[email protected]) [[email protected]](mailto:[email protected]) Affordable Energy Coalition Attention to: Peter Duke and Brian Gifford Dalhousie Legal Aid Service 5746 Russell Street Halifa...
AI summary Nova Scotia Power Inc. (NS Power) submitted a Low-Income Working Group Report to the Nova Scotia Energy Board on December 19, 2026. The Board is requesting comments from the Affordable Energy Coalition and the Consumer Advocate by January 30, 2026.
Please refer to: David Roberts Email: [[email protected]](mailto:[email protected]) Assistant: Alissa Whalen Assistant's email: [[email protected]](mailto:[email protected]) January 16, 2026 Via Email Crystal Henwood,...
AI summary The Consumer Advocate acknowledges the Low-Income Credit, Collections and Disconnection Working Group's report and expresses appreciation for the constructive engagement with Nova Scotia Power and the Affordable Energy Coalition to address affordability issues for low-income residential customers.
January 30, 2026 VIA EMAIL M12647 Participants: M12647 – Nova Scotia Power Inc. – NS Power/Consumer Advocate/Affordable Energy Coalition – Low-Income Credit, Collections and Disconnection Working Group Report In the Nova Scotia Utility and...
AI summary This document outlines the submission of a report by NS Power on the Low-Income Credit, Collections and Disconnection Working Group, which reviewed affordability issues for low-income customers. The report highlights findings from the Affordability Dashboard, including a decline in payment arrangements due to a cybersecurity incident and regional disconnection risks.
ast one payment; - disconnection risk by region is highest in Metro, followed by Cape Breton; and - the HEAT Funds were depleted earlier in 2025, even though funding for this program increased by 50%. NS Power proposed a pilot program to w...
AI summary NS Power proposed a pilot program to waive interest charges for customers in arrears receiving financial support from charities, which was approved by the Board in Matter M12171. A community grant program was also discussed, and concerns about smart meter accuracy and bill generation were addressed by NS Power.
ation on how smart meters are read and how bills are generated. NS Power also outlined where customers can access resources about bill accuracy and obtain guidance on reducing their electricity costs. Community solar garden subscribers who...
AI summary The document discusses the impact of the 2025 cyber incident on NS Power's smart meters, resulting in estimated bills and suspended late-payment charges. It also highlights the Working Group's efforts to assist low-income customers, including community solar garden programs. The CA and Board Member Nicholson confirmed the Working Group's effectiveness and adherence to the 2022 GRA decision.
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