Nova Scotia Power Faces Payment Challenges Amid Customer Billing Distrust

Nova Scotia Power is currently grappling with significant issues regarding customer payments amid increasing billing challenges and distrust. Following a cybersecurity breach last year, the utility has seen customer payment arrears more than double, rising from an average of four percent to approximately eight percent.

Customer Billing Struggles Post-Cyberattack

Residents have reported receiving electricity bills that are two to three times higher than normal. This frustrating situation has left many, like Alice MacDonald from Shelburne, N.S., questioning the accuracy of their bills. MacDonald noted that her household’s power usage is conservative, yet the charges appeared unreasonably inflated since the breach.

• Estimated customer payment arrears increased from 4% to 8% since the breach.
• Alice MacDonald received bills three to four times higher than usual.
• The cybersecurity breach disturbed various systems at Nova Scotia Power, including customer billing.

Utility Response and Ongoing Issues

Chris Lanteigne, the director of customer care for Nova Scotia Power, addressed the chaos during a recent press briefing. He acknowledged the company’s history of estimating bills inaccurately over the last ten months, contributing to customer dissatisfaction. Lanteigne assured the public that the systems should be fully operational by the end of March. He emphasized that customers would not incur late fees or interest on overdue balances during this time.

Legal and Regulatory Challenges

Danielle Fraser, a resident who claims to have long questioned her bills’ accuracy, is leading a proposed class-action lawsuit against Nova Scotia Power. She argues that the ongoing billing issues deserve rigorous scrutiny, separate from the repercussions of the cyber breach. Fraser is advocating for a comprehensive investigation into the utility’s billing practices, asserting that while a no-interest policy is a positive step, it should not replace a thorough examination of the billing system.

• Fraser leads a proposed class action lawsuit against Nova Scotia Power.
• Nova Scotia Energy Board has committed to investigating the utility’s billing practices.
• Public hearings are scheduled for July to address these concerns.

Political Actions and Future Outlook

The investigation into Nova Scotia Power’s billing practices comes in response to concerns raised by Premier Tim Houston, who suspects potential regulatory fraud due to overcharging customers. Houston has urged the board to reconsider the utility’s proposed rate increases and has called for an independent review of its financial practices.

In its defense, Nova Scotia Power has maintained that its rate application is justified. The utility is now faced with increasing scrutiny as the public awaits the results of these investigations, hoping for transparency and fairness in future billing practices.