Nova Scotia Power has resumed billing customers after a ransomware attack brought some of the utility’s systems to a halt in April.
The company has reopened MyAccount, the online system customers use to view and pay their bills.
However, the power usage noted the bills will be estimated until Nova Scotia Power is fully able to restore its systems. The utility says meters are still accurately recording power use, but the company is not able to retrieve the information from meters and apply it to bills.
Energy use after April 24 will be estimated based on the customer’s use during the same period in 2024. Once Nova Scotia Power can retrieve meter information again, bills will be adjusted to reflect customer’s actual usage.
Nova Scotia Power’s computer systems were attacked by ransomware hackers on March 19, but the company did not discover the breach until more than a month later, on April 25. The company disclosed the cybersecurity incident three days after that.
About 280,000 customers — more than half of the utility’s customers in the province — were informed by letter that their personal information, including their name, address, phone number, birth date, driver’s licence, social insurance number and banking information may have been taken.
No late fees
Nova Scotia Power says it will not charge late fees on outstanding balances while bills are being estimated, even for customers who choose not to pay their bill while it is estimated.
The company says it doesn’t know how long bills will continue to be estimated, but it will notify customers when it has more information.
A frequently-asked-questions page on the utility’s website seeks to reassure customers that the MyAccount system is safe.
“Yes, you can trust MyAccount,” the page reads. “While the login experience looks different, the dashboard remains the same. MyAccount is safe and reliable, keeping your information protected.
“It has been safely relaunched following the recent cyber incident to restore access and provide you with a secure and reliable billing experience as quickly as possible.”
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