You must first contact the utility to try and solve the problem with them, before coming to the Board. 

Keep a detailed account of the problem, including the dates of contact with the utility (e.g., timeline of events), the names of people you have spoken to, and keep copies of all correspondence and bills.  Consider reasonable options for resolving your complaint with the utility.

What type of complaint or DRO appeal does the Board handle:

Complaints or DRO Appeals We Handle:

  • Connection and disconnection matters
  • Billing issues
  • Metering and meter reading
  • High power usage
  • Application of standard rates and charges
  • Power reliability
  • Maintenance of power lines and equipment
  • Location of power poles and lines

Complaints or DRO Appeals We Do Not Handle:

  • Requests for compensation due to power surges
  • Social service matters including financial assistance
  • Landlord/tenant issues
  • Wording on bills, letters or flyers from utility
  • Submetering
  • Program issues between NS Power and EfficiencyOne
  • General account information
  • Switching to smart meters
NS Power

If you are not satisfied with their initial response to your complaint, you must first contact NS Power’s Dispute Resolution Officer (DRO) before coming to the Board if your complaint deals with your meter, billing or disconnection.  For all other matters, including service complaints, power poles, power outages, and service reliability, you may proceed directly to the Board.

The contact information for NS Power’s DRO is as follows:

Tel: (902) 428-6202

Toll Free: 1-877-428-6202

Fax: (902) 835-7744

Email: nspdisputeresolution@gmail.com

Halifax Water

If you are not satisfied with their initial response to your complaint, you must first contact Halifax Water’s Dispute Resolution Officer (DRO) before coming to the Board.  All types of complaints for Halifax Water must be referred to the DRO.

The contact information for Halifax Water’s DRO is as follows:

Tel: (902) 225-0795

Email: halifaxwaterDRO@eastlink.ca

For all other municipal electric or water utilities

There is no DRO process for municipal utilities.  Complaints may be filed directly with Board.

Contact your local municipal utility as noted on your bill or on the Utility Map