While meters always continued to accurately record energy usage, we were not able to retrieve the information remotely and apply it to bills. As of March 31, 2026, meter connections to our billing system have been restored to normal operation, and customer billing is returning to normal. This means that meter reads have reconciled bills, and bills are reflecting actual usage.
We are here to help and have flexible, interest-free payment plans like Equal Billing.
Equal Billing allows you to roll your current bill balance in with your annual usage for one predictable, interest free monthly payment. This helps you manage your budget by spreading the cost of your annual electricity use over 12 equal monthly payments. Learn more here >
We also have other interest-free payment options available. For your comfort and convenience, you can hear payment options and select a plan using our automated system by calling 1-800-428-6230. There is no need to speak to an agent if one of these options works for you.
We are not currently applying late charges or penalties on any outstanding balances, and we will communicate with customers before reintroducing any late fees on unpaid amounts.
If you'd like to discuss your unique situation and other payment arrangements, please call customer care at 1-800-428-6230 to speak directly with a member of our team.
With meter connections to our billing system restored, the number of customer bills we have to estimate has also returned to normal at around 2% or less.
As part of normal operations, estimated bills are sometimes required for meters that are not connected to our billing system. For example, if a customer has opted out of smart meters and we have issues accessing their meter to read it, they may receive an estimated bill. You can confirm if your bill was estimated or read for a billing period by looking at the top left of your bill, under the boxes.
If you receive an estimated bill, please know that an estimate is just that—an estimate—and it will be reconciled on your bill when your meter is read—either remotely or by a meter reader. That means that in the end, you will only pay for the energy you actually used and will receive a credit if an estimated bill was higher than your usage.
If you are concerned about an estimated bill, you can take a photo of your meter display and send it to us. We’ll use this information to adjust your bill based on your actual usage. Submit a photo of your meter here >
At the top of your bill, there will be a note to confirm if your usage has been estimated or has been read for that billing period.
We continue to have some meter readers in communities across the province who gather energy use data from residential and business meters. Reading a meter takes only a few minutes and you do not need to be home for your meter to be read.
Our meter readers wear Nova Scotia Power branded clothing and have a Nova Scotia Power identification badge with the word "Contractor" in the blue stripe at the bottom of the badge. Our contractor often uses rental vehicles for their work. These vehicles may have license plates from other provinces depending on the inventory that was available when the vehicle was secured.
We’re holding a series of community sessions across the province to meet with customers to answer questions about their bills and help them understand the options to manage them. While the Customer Care team continues to be available to support customers over the phone (1-800-428-6230), these sessions are designed to give customers another option to speak in person with a member of our Customer Care team.
| Date | Community | Venue | Status |
|---|---|---|---|
| Thursday, Dec 11, 2025 | Yarmouth | Yarmouth Fire Hall 221 Pleasant St, Yarmouth, NS B5A 2K2 | Completed |
| Tuesday, Dec 16, 2025 | Port Hawkesbury | Port Hawkesbury Civic Centre 606 Reeves Street, Port Hawkesbury NS B9A 2R7 | Completed |
| Thursday, Dec 18, 2025 | Truro | Royal Canadian Legion – Colchester Branch No. 26 42 Brunswick Street, Truro, NS | Completed |
| Tuesday, Jan 13, 2026 | Middleton | Rosa M. Harvey Middleton & Area Library 45 Gates Ave, Middleton NS B0S | Completed |
| Wednesday, Jan 14, 2026 | Digby | Digby Fire Hall 163 First Ave, Digby NS | Completed |
| Wednesday, Feb 25, 2026 | Guysborough | Chedabucto Lifestyle Complex 60 Green St, Guysborough NS B0H 1N0 | Completed |
| Thursday, Feb 26, 2026 | Sydney / Membertou | Sydney River Fire Hall 36 Lewis Dr, Sydney NS B1S 1T2 | Completed |
| Thursday, March 5, 2026 | Bridgewater | Bridgewater Fire Hall 81 Dominion Street, Bridgewater, NS B4V 2J9 | Completed |
We are here to help with options such as enrolling in our Equal Billing program and spreading your annual electricity costs over 12 months. If you need more time to pay, call us to talk about other payment plans with longer payment terms. All our payment plans are interest free.
As of March 31, 2026, meter connections to our billing system have been restored to normal operation, and customer billing is returning to normal. This means that meter reads have reconciled bills, and bills are reflecting actual usage.
Yes. An account credit from an overpayment or as the result of a “true up” bill following a meter read will always be credited back to you. You do not need to take any action. Account credits are automatically applied to your next bill. If you want to receive a refund in the form of a cheque, please call us to discuss. We can review your account along with any new billing charges to ensure you make an informed decision.
Customers on Equal Billing will continue to be billed their current monthly amount. The January review and update of equalized monthly payment amounts could not occur as usual. We will review your account by July to determine if your payment amount needs to be updated.
If your household electricity usage has changed over the past year (including installing new heating systems), you can request to have your monthly payment amount updated using our online form.
With a meter read, your bill and account will be adjusted to reflect your accurate usage. Customers will never pay for power they do not use.
Please know that an estimate is just that—an estimate—and it will be reconciled on your bill when your meter is read. If you are concerned about an estimated bill and have not had a meter read, you can take a photo of your meter display and send it to us. We’ll use this information to adjust your bill based on your actual usage. Submit a photo of your meter here >
At the top of your bill, there will be a note to confirm that your usage has been estimated for the billing period. Learn more about how to read your bill here >
We are currently not applying late charges or penalties on any outstanding balances, and we will communicate with customers before reintroducing any late fees on unpaid amounts.
All Billing Process and Meter Reading updates above remain the same for your rate, however it is important to note the following:
In response to the cyber incident, the rate pilots have been temporarily paused for 2025-2026. You will be reverted to the appropriate Standard Rate until we restore full functionality to operate the rate pilot again. Once functionality is restored customers will be contacted with advance notice (at least 15 days), and your power rate will automatically return to the pilot rate.
Applications for new participants of Time-of-Use Rate Pilot and Critical Peak Pricing Rate Pilot are closed. Join our mailing list to be the first to hear when applications reopen.
It’s easy to sign up for Equal Billing. Just complete our online form or Call our Customer Care team at 1-800-428-6230 to learn more.
If you want to create a new MyAccount profile and go paperless, please give us a call at 1-800-428-6230 to start the process.
We recommend paying your bill through MyAccount or through your bank's website by setting Nova Scotia Power up as a payee.
Payments made through MyAccount, or your bank, will be applied to your account and reflected on your MyAccount dashboard and on your next bill. You may also confirm a recent payment by calling 1-800-428-6230 and using our self-service menu. Please have your account number ready to use this option.
Yes. All payments moving forward will be processed as expected.
Yes, if you wish to cancel or modify your payment method, please contact Customer Care. If you make automated payments through MyAccount, you have full control over your payments. Just login to MyAccount to view or adjust your scheduled payments or make changes to your payment preferences.
We are working hard to continue strengthening the security of our systems by implementing additional safeguards to help prevent similar incidents in the future. There are numerous options to pay your Nova Scotia Power bill including through your bank via online banking.
We do recommend updating your password to help keep your account safe.
The MyAccount login page has a new look, and we’ve added some helpful features. After you sign in, you can update your password and security question on your new profile page. If you just want to view or pay your bill, select View & Pay Your Bill.
Meters have continued to work and measure usage accurately throughout the cyber incident. The issue is with the sending of the data to our internal systems. When meters are once again able to communicate with our systems the data will transfer from the meter to us.
MyEnergy Insights remains unavailable. We continue working to restore access to MyEnergy Insights. We appreciate your patience as we work to restore all services following the cyber incident.
The types of impacted personal information varied by individual customer and may have included your customer account history, such as power consumption, service requests, payments, billing and credit history, and customer correspondence.
Your meter will continue to be read as part of the same process that has been in place for opt-out customers.
