Nova Scotia Power Engages Customers Amid Billing Concerns

Nova Scotia Power is holding a series of customer information sessions to address concerns regarding recent billing issues and a cybersecurity breach that compromised customer data. The first session took place in Yarmouth, marking an important initiative for the utility to connect directly with its customers. This outreach effort aims to provide answers to questions about power bills and restore trust following recent challenges.

The company discovered the cybersecurity breach in April 2023 and informed customers in May 2023. This incident has heightened concerns for many customers, prompting Nova Scotia Power to prioritize in-person interactions. According to Chris Lanteigne, the utility’s director of customer care, “We know that everything that has happened over the last eight months has been a concern for our customers, and we have heard that. Talking to people and being in the community does help.”

In addition to the breach, many customers have expressed dissatisfaction with their estimated power bills, some of which reportedly doubled. Attendees at the Yarmouth meeting voiced their frustrations, including Jennifer Cunningham, who highlighted issues with the online meter reading system. “They have an option online to update your meter reading, and it doesn’t update your meter reading, so they need to have these meetings in order to fix the problem,” Cunningham stated.

The response from attendees varied, with some leaving satisfied with the information provided, while others remained frustrated. This session is part of a broader plan, with four additional meetings scheduled across the province. The next session is set for Middleton on Friday, providing another opportunity for customers to engage with Nova Scotia Power representatives.

The utility’s initiative reflects a commitment to transparency and customer service in light of recent challenges. As it continues to navigate these issues, Nova Scotia Power aims to rebuild trust and ensure that customers feel heard and valued.