An Update on Our Commitments to You

Over the last few months as the new President & CEO of Nova Scotia Power, I’ve been listening to and learning from customers and our team.

In March, I committed to taking meaningful action on the concerns we’ve heard. Now I want to update you on the commitments I’ve made and what we’re doing to better serve you, our customers. Your feedback has been direct and consistent—Nova Scotians want reliable power at the lowest rates possible, clear information about your energy use and options to help manage it, and greater visibility into the decisions we’re making that are shaping the future of electricity in our province. Meeting these expectations means we must do things differently moving forward.

I am committed to improving the fundamentals: flexible and caring customer support, reliable service, clear and accessible help when challenges do arise, and managing costs to keep rates as low as possible.

Billing update

Over the last several months, we have made changes to improve how we serve you. Through increased staffing and our new call-back option during busy call times, we have lowered the wait times to reach our Customer Care team, who are all located here in Nova Scotia. We have also been on the road, offering in-person billing support in 11 communities and counting.

We met our commitment to reconnect meters to our billing system by March 31, which means most of you have now received at least three bills based on actual usage instead of an estimate.

We also expect to resolve any outstanding bill reconciliation issues over the summer, and we will ensure anyone affected will receive direct communication from us. These are important steps in returning to normal billing operations.

Flexible support as we return to normal billing operations

By September, you will have received four bills based on actual energy usage, so we intend to restore normal billing operations on October 1, 2026, consistent with our approach prior to the cyber event.

As billing returns to normal, we will be following up directly with customers who carry a balance. We promised to give lots of notice before we brought late fees back, so we want to ensure you know that late fees will return on Thursday, October 1, 2026.

Our Customer Care Centre is here to help. We are committed to working with you to provide flexible repayment options, including avoiding late fees by entering an interest-free payment plan. We continue to closely monitor our Customer Care wait times and will make adjustments when needed to ensure a timely response to customers.

Our team is here to answer 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 >

Improving our support for customers: A new $500,000 Community Energy Fund

Rising costs—from groceries to gas to rent, and everything between—are putting pressure on households, and the recent electricity rate increase is adding to that pressure. That’s why we're expanding the support available to those who may be struggling.

We are contributing $300,000 annually to the HEAT Fund to help eligible customers with heating costs. In addition, through our Grassroots Grants Program, we're launching a $500,000 Community Energy Fund. Working with trusted community organizations across the province, the fund will help connect eligible customers with financial assistance for their Nova Scotia Power bills. Additional details, including application information, will be shared in the coming weeks as we work with community partners to shape the program and ensure it reaches those who need it most. Community programs and donations from Nova Scotia Power are funded 100% through our parent company, Emera. Never from customer rates.

We remain focused on restoring all customer-facing and internal systems that were part of the sophisticated cybercrime that impacted Nova Scotia Power and our customers last year. We have made a lot of progress. In keeping with our commitment to transparency, we continue to share information and cooperate fully with third-party investigations. While we can't change what happened last year, the changes we're making as a result of the cyberattack will help us to continue to serve you better.

The work to earn—and keep—your trust is ongoing. We are committed to listening, improving, being transparent, and delivering the reliable service you expect and deserve.

Sincerely,

Vivek Sood | President & CEO, Nova Scotia Power

Our Customer Care Centre is ready to help you Monday–Friday from 8 AM–6 PM at 1-800-428-6230. For your comfort and convenience, you can hear payment options and select a plan using the automated system—or you can always speak to a local customer care associate.