Nova Scotia Power resumes billing customers after ransomware attack

Nova Scotia Power has recently resumed billing customers following a ransomware attack that disrupted some of the utility’s systems back in April. The company has now reopened MyAccount, the online platform that customers use to view and pay their bills. However, the power usage noted on the bills will be estimated until Nova Scotia Power is fully able to restore its systems. Although meters are still accurately recording power usage, the company is currently unable to retrieve the information from meters and apply it to bills.

Energy consumption after April 24 will be estimated based on the customer’s usage during the same period in 2024. Once Nova Scotia Power is able to retrieve meter information again, bills will be adjusted to reflect the actual usage of customers. The cyber attack on Nova Scotia Power’s computer systems occurred on March 19, but the breach was not discovered until April 25. The company disclosed the cybersecurity incident three days later.

Approximately 280,000 customers, which represents more than half of the utility’s customer base in the province, were notified by letter that their personal information, including their name, address, phone number, birth date, driver’s license, social insurance number, and banking information, may have been compromised during the attack.

In response to the situation, Nova Scotia Power has stated that it will not impose late fees on outstanding balances while bills are being estimated, even for customers who choose not to pay their bill during this period. The company is uncertain about how long bills will continue to be estimated, but assures customers that they will be notified as soon as more information becomes available.

A frequently asked questions page on the utility’s website seeks to reassure customers about the safety of the MyAccount system. The page emphasizes that customers can trust MyAccount, as it has been safely relaunched following the cyber incident to provide a secure and reliable billing experience as quickly as possible. The login experience may look different, but the dashboard remains the same, ensuring that customer information is protected.