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Nova Scotia Power to resume late fees after cyberattack, drawing customer ire
🇨🇦 Canada /Conflict & Security

Nova Scotia Power to resume late fees after cyberattack, drawing customer ire

From Global News · () English

Translated from English, summarized and contextualized by DistantNews.

At a glance

News Named sources New plan
  • Nova Scotia Power will resume charging late fees in October after a cyberattack disrupted billing systems.
  • The utility experienced a ransomware attack in April 2025, breaching personal data of 280,000 customers.
  • While billing is back to normal, many customers are frustrated by the reintroduction of late fees.

Nova Scotia Power plans to reinstate late fees this October, marking the first time since a cyberattack in April 2025 disrupted its billing operations. The ransomware attack compromised the personal and financial data of approximately 280,000 customers.

We’ve worked really hard to ensure the billing experience returned to normal.

— Chris LanteigneNova Scotia Power's customer care director explaining the return to normal operations after a cyberattack.

Chris Lanteigne, Nova Scotia Power's customer care director, stated that the utility initially waived late fees due to concerns about billing accuracy following the cyberattack. "We've worked really hard to ensure the billing experience returned to normal," he said, noting that meter reconnections and billing resumed in December.

Currently, about nine percent of Nova Scotia Power customers are behind on payments, a figure double that of pre-cyberattack levels. Lanteigne assured that meters are now accurate and encouraged customers needing assistance to contact the utility, highlighting interest-free payment plans of up to 24 months.

It is very important to acknowledge that if customers have been behind on their bills, there is support available.

— Chris LanteigneHighlighting available assistance programs for customers struggling with overdue bills.

However, the decision to reintroduce late fees has drawn criticism from customers. Hannah Zilke expressed frustration, calling it an "unaffordable cost" that places an undue burden on households. Nancy Smith criticized the utility as "greedy," lamenting the lack of alternatives as Nova Scotia Power is the sole provider.

This is just another unaffordable cost for a lot of households that unfortunately put a burden that’s maybe not affordable on people.

— Hannah ZilkeA customer expressing frustration over the reintroduction of late fees.

In response to customer needs, Nova Scotia Power is establishing a $500,000 community energy fund. Chris Benjamin of the Affordable Energy Coalition acknowledged the fund as a positive step but expressed disappointment over the return of late fees, particularly given Nova Scotia's high rate of energy poverty.

It’s just Nova Scotia Power being greedy, you know. And unfortunately, they’re the only game in town as far as power utilities.

— Nancy SmithA resident criticizing Nova Scotia Power's decision to resume late fees.
DistantNews Editorial

Originally published by Global News in English. Translated, summarized, and contextualized by our editorial team with added local perspective. Read our editorial standards.

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