Our Commitment to You: Billing
Here is what you can expect from your billing experience going forward.
Read More about Our Commitment to You: BillingMy Commitment to You
Dear customers,
My name is Vivek Sood, and I am the new President & CEO of Nova Scotia Power. I grew up in Stellarton and am a proud Nova Scotian, a father, a grandfather, and a community volunteer. Before retiring in 2024, I spent most of my career working with Sobeys group of companies. Like you, I’m also a customer of Nova Scotia Power, and I’m excited to lead the company as it faces a key moment in its 100+ year history.
Before officially starting on March 1, I spent a few weeks visiting our sites across the province and meeting many of our team members and customers along the way. Our team of 2,200 employees are your neighbours, friends, and family members, and it quickly became clear to me that they take their responsibility to provide reliable electricity to you, our customers, very seriously. I’ve been so impressed with the work our people do—with their commitment and their expertise.
It also was clear to me how important our presence throughout Nova Scotia is to the local economies where we employ thousands of Nova Scotians who live, work, raise their families, and support local businesses in those same communities.
I’ve met power plant operators in Cape Breton and Trenton who go to work each day knowing that the work they do ensures customers’ lights are on everywhere from Yarmouth to Meat Cove. I’ve met powerline technicians in Pictou County and Halifax who get up in the middle of the night, in all kinds of weather, to restore power so that local families and businesses can get on with their day. It’s been powerful to see the pride our employees have in their communities and their work.
I’ve also been struck by the impact that last year’s cyber incident has had on both our customers and our own teams. Clearly, job #1 is to put that incident behind us as we work to earn your trust. That involves reconciling customer bills, addressing situations where customers may have paid too much or now find themselves owing more, reconnecting meters to our billing system, and continuing to restore many of our internal systems.
My focus is on rebuilding Nova Scotians’ trust in our business through transparency. That starts with meeting customers and stakeholders, listening to your concerns, tasking our team with concrete actions to find solutions, and holding ourselves accountable by tracking our commitments and progress. Our employees and their families are our customers, too. Continuing to visit our work sites to listen to employee feedback is another priority for me in the coming weeks and months as we work to ensure our investments in reliability continue.
I have the same expectations that you do—accurate billing, improved reliability, great customer service, and access to the information you need to make energy decisions for your family or business. Here is my personal commitment to you, our customers, as we work to move past last year’s incident:
Billing accuracy
Most meters have now been reconnected to our digital billing system, and the plan is on track to connect the remaining meters by March 31, 2026. Since the cyber incident, we’ve been using meter readers to physically read meters and have also relied on estimated bills. With the connection to meters restored, your bills will return to normal, and the need to estimate bills or manually read meters will be significantly reduced. If you have paid for more energy than you used, you will receive a credit towards your next bill or you can request a refund. Or, if you now have a balance on your account, we can work with you to smooth out any amounts owing. Learn more about billing here >
Fair bills
You will not pay for power you didn't use.
Flexibility
You will not be charged interest, late fees, or risk disconnection related to billing until our systems are fixed and until you’ve had lots of notice and time to catch up. Our team can provide interest-free payment plans or enroll you in Equal Billing to help manage monthly costs. If you need assistance, please call us at 1-800-428-6230.
Billing disputes
Our Customer Care Centre is here to help. Please call us at the number above with your questions or concerns. Nova Scotia also has an independent, third-party Dispute Resolution Officer (DRO). The DRO is available for issues that customers haven't been able to resolve with us directly. You can learn more here >
Support when you need it
We know wait times have been long for some customers calling our Customer Care Centre. We are exploring any and all options to improve this for you. In addition, we will continue holding community engagement sessions throughout 2026 to meet you in person and answer your questions directly. Your questions and concerns are important to us. We are committed to responding to every one of them and thank you for your continued patience as we assist other customers.
Accountability
We continue to cooperate with ongoing investigations by the Nova Scotia Energy Board and the Office of the Privacy Commissioner of Canada. I am committed to acting on the outcomes of these regulatory investigations once completed.
Thank you again for your patience. You have my personal commitment to ensure we live up to your expectations.
Sincerely,
Vivek Sood | President & CEO, Nova Scotia Power
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