Nova Scotia Power Hosts Customer Sessions Amid Billing Concerns

Nova Scotia Power has begun a series of customer information sessions aimed at addressing concerns over recent billing issues and a cybersecurity breach. The first session took place in Yarmouth, where customers had the opportunity to engage directly with utility representatives to discuss their power bills and service concerns.

The initiative comes after a significant cybersecurity incident earlier this year, which compromised customer information. Nova Scotia Power became aware of the breach in April 2023 and informed customers the following month. In light of the breach and subsequent billing irregularities, the utility is keen to restore trust through direct communication.

Chris Lanteigne, the director of customer care, emphasized the importance of these face-to-face interactions. “We know that everything that has happened over the last eight months has been a concern for our customers,” Lanteigne stated. “We have heard that, and we know that talking to people and being in the community does help.”

During the sessions, many customers expressed frustration related to their bills, which have seen significant fluctuations. Some have reported that their estimated bills have doubled, prompting them to seek clarification. One attendee, Jennifer Cunningham, pointed out issues with the utility’s online meter reading update system, saying, “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.”

The Yarmouth event has received mixed feedback from participants. While some attendees left satisfied with the information provided, others felt their concerns were not adequately addressed.

These sessions are part of a broader effort to engage with the community and will continue with additional meetings scheduled across the province, with the next session set for Friday in Middleton. Nova Scotia Power aims to gather customer feedback and provide transparency regarding the ongoing challenges faced by the utility.

As the utility navigates this turbulent period, customer trust remains a critical focus. The outcome of these sessions may significantly influence public perception and the company’s approach to future customer relations.