Nova Scotia Power Faces Customers Head-On as Billing Anger Boils Over
Right now, there’s a lot of frustration simmering across Nova Scotia, and it’s all centered on power bills that many customers say just don’t make sense. That frustration was brought straight to Nova Scotia Power this week, as the utility held a community engagement session in Truro, giving people a rare chance to sit face-to-face with company representatives and talk through their concerns.
For many who attended, this wasn’t just about a higher-than-usual bill. Copies of statements, handwritten notes, and even photos of smart meter readings were carried in as evidence. Since the cybersecurity breach last spring, billing has been a major pain point. During that cyberattack, sensitive customer data was stolen, and the company’s meter communication system was effectively wiped out. Because of that, many customers have been receiving estimated bills instead of bills based on actual usage, and that’s where a lot of anger has been coming from.
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Several customers said their bills have skyrocketed, even when their power habits haven’t changed. Some questioned how they could be paying more than neighbors with larger homes or heavier electricity use. One customer, Catherine Pearson, explained that she carefully tracked her daily usage after the breach, writing everything down so she could compare it to what she was being charged. She said she was told a refund would be issued for overcharges, but like many others, she was hoping for clearer answers and stronger reassurance that this wouldn’t keep happening.
The company, for its part, has tried to calm fears. Nova Scotia Power’s leadership has insisted that while bills have been estimated, the meters themselves have continued to record accurate usage. Once communication is fully restored, those actual readings are expected to be used to correct any discrepancies. Customers were told that overcharges would be adjusted and refunded where necessary.
According to Nova Scotia Power, progress is being made, but the problem isn’t fixed yet. Many customers are still receiving estimated bills, and full restoration of the meter system isn’t expected until the end of March. In the meantime, the utility says it’s working to reconnect meters in phases over the coming weeks.
Still, for people dealing with tight household budgets, patience is wearing thin. The Truro session made one thing very clear: customers want transparency, accuracy, and accountability. While the face-to-face conversations were welcomed, many walked away feeling cautious, waiting to see whether promised refunds and system fixes will actually show up on their next bill.
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