8 per cent of customers behind on bills, double the usual number: Nova Scotia Power

Eight per cent of NS Power customers are behind on their bills, double the rate the utility typically sees.

About eight per cent of Nova Scotia Power customers have fallen behind on their bill payment.

Speaking at a legislative committee on energy pricing, Chris Lanteigne, director of customer care with Nova Scotia Power, said the number of accounts in arears is roughly double the number they typically see.

“Our main focus for those customers is making sure that they understand they have the option to take those balances and put them in an interest free payment plan,” said Lanteigne, which can spread the billing out over a 12-month period.

The utility isn’t currently charging late fees or interest on customers’ power bills since the cyberattack last year but will provide a two-month notice when those charges will be reinstated.

The utility has been focused on its customer support network to ensure customers are getting the right billing and that it reflects their actual usage.

Lanteigne said nearly 100 per cent of its customer meters are now reconnected and billing has returned to normal. It was reported that some customers had experience issues with overbilling after the cyberattack occurred.

“Bills that are going out in the month of April are true-read bills,” said Lanteigne. “Meaning that they reflect the actual usage on customers’ homes.”

Nova Scotia Power is still waiting for the Nova Scotia Energy Boards final decision on its rate hike application which is expected could be made this week. If approved, new rates would take effect when that decision is made, said Lanteigne.

“We know that there’s never a good time to increase rates,” said Lanteigne. “And we had a good conversation today about how the cost of living is increasing on everything, whether it’s rent, food, gas prices, and, yes, electricity prices.”

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