We are actively responding to a cyber incident that has impacted certain IT systems in our network. Our IT team is coordinating with external cybersecurity experts and working around the clock to restore our systems safely and securely while we continue to investigate this incident. Please see below for the latest updates.

 

 

News

Cyber Incident Update

Thursday, May 1, 2025

Nova Scotia Power is providing important information about the recent cyber incident affecting our company. 

On April 25, we detected unusual activity on our network and immediately initiated our incident response plan. This included taking steps to contain the incident, launching a thorough investigation with the help of external cybersecurity experts, and working to restore affected systems safely and securely. We have also notified law enforcement.

While our investigation is ongoing, we have identified that certain customer personal information was accessed and taken by an unauthorized third party.

Rest assured, we are treating this situation very seriously. The security of your information is our top priority. We are working urgently to determine the full nature and scope of the data that may have been affected, and individuals impacted.

If we determine that your data was affected, we will send you notice with further details including about the affected information, along with resources and support.

We encourage you to remain vigilant and cautious about any unsolicited communications (such as emails, text, social posts, or phone calls) that appear to be from Nova Scotia Power asking you to provide your personal information. Please avoid clicking on suspicious links or downloading attachments without confirming they are from a legitimate source. 

We are committed to providing further updates as our investigation progresses. We have established a dedicated phone line (1-833-485-7337) for customers who have immediate questions about the cyber incident. Our team asks for your patience as we work to understand the specific details of this unfortunate cyber incident.

There remains no disruption to Nova Scotia Power’s generation, transmission, and distribution facilities, and the incident has not impacted on our ability to safely and reliably serve customers in Nova Scotia.

We appreciate your patience and trust as we work to address this situation.

Emera and Nova Scotia Power Responding to Cybersecurity Incident

April 28, 2025 – Emera Inc. and Nova Scotia Power today announced on April 25, 2025 they discovered and are actively responding to a cybersecurity incident involving unauthorized access into certain parts of its Canadian network and servers supporting portions of its business applications.

Immediately following detection of the external threat, the companies activated their incident response and business continuity protocols, engaged leading third-party cybersecurity experts, and took actions to contain and isolate the affected servers and prevent further intrusion. Law enforcement officials have been notified.

There remains no disruption to any of our Canadian physical operations, including at Nova Scotia Power’s generation, transmission and distribution facilities, the Maritime Link or the Brunswick Pipeline, and the incident has not impacted the utility’s ability to safely and reliably serve customers in Nova Scotia. There has been no impact to Emera’s U.S. or Caribbean utilities.

Emera will release its Q1 Financial Statements and Management Disclosure and Analysis on May 8, 2025, as planned. At this time, the incident is not expected to have a material impact on the financial performance of the business.

Our IT team is working diligently with cyber security experts to bring the affected portions of our IT system back online.

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      Latest Updates

      Thursday, May 1, 2025

      • We are actively responding to a cyber incident that has impacted certain IT systems in our network.
      • While our investigation is ongoing, we have identified that certain customer personal information was accessed and taken by an unauthorized third party.
      • If we determine that your data was affected, we will send you notice with further details including about the affected information, along with resources and support.
      • We encourage you to remain vigilant and cautious about any unsolicited communications (such as emails, text, social posts, or phone calls) that appear to be from Nova Scotia Power asking you to provide your personal information. Please avoid clicking on suspicious links or downloading attachments without confirming they are from a legitimate source.  
      • We have established a dedicated phone line (1-833-485-7337) for customers who have immediate questions about this cyber incident.

      Monday, April 28, 2025

      • Emera and Nova Scotia Power discovered and are actively responding to a cybersecurity incident involving unauthorized access into certain parts of our network and servers supporting portions of our business applications.
      • Immediately following detection of the external threat, we activated incident response and business continuity protocols, engaged leading third-party cybersecurity experts, and took actions to contain and isolate the affected servers and prevent further intrusion.
      • There remains no disruption to any physical operations, including our generation, transmission, and distribution facilities, the Maritime Link or the Brunswick Pipeline, and the incident has not impacted our ability to safely and reliably serve our customers.
      • Our customers can continue to report outages or emergencies through our outage line at 1-877-428-6004.
      • This incident does not affect our ability to safely and reliably deliver electricity to all of our customers.
      • Please be vigilant and report any suspicious emails or phone calls.

      FAQs

      What happened?

      Last updated: Sunday, April 27, 2025

      We are actively responding to a cyber incident that was detected and has impacted certain IT systems in our network, including our customer care phone line and online customer portal, MyAccount.

      As soon as this was detected, our IT team started coordinating with external cybersecurity experts and working around the clock to investigate this incident and restore our systems safely and securely.

      Was customer information or confidential business information accessed?

      Last updated: Thursday, May 1, 2025

      While our investigation is ongoing, we have identified that certain customer personal information was accessed and taken by an unauthorized third party. If we determine that your data was affected, we will send you notice with further details including about the affected information, along with resources and support. We have established a dedicated phone line (1-833-485-7337) for customers who have immediate questions about this cyber incident.

      What services can you currently provide?

      Last updated: Friday, May 2, 2025

      While we work around the clock to restore all systems for our customers, many of our services remain impacted. We apologize for this inconvenience and thank you for your patience.

      Customer Care

      • We are focused on supporting our customers. While wait times may be longer than usual, we are here for regular business from 8am to 6pm. 
      • Customers can continue to report outages or emergencies, such as downed wires, through our outage line at 1-877-428-6004.

      Billing & Payments  

      • Please know that you will not be charged late fees or have your service disrupted as a result of this incident.
      • If you have made a bill payment through your bank, those payments were processed by your financial institution. Rest assured, any potential for duplicate payments will be addressed and corrected.

      MyAccount

      • MyAccount login and features, such as view and pay your bill, are not available at this time.
      • MyEnergy Insights and Efficiency Insights are also not currently accessible through MyAccount.

      Online Service Requests

      • We know this is a busy season for moving and connecting power. We have created an online request form for customers who need to start, stop, or move service—visit here >
      • For landlords needing confirmation of a power connection, please know that tenants will receive an electronic confirmation that their service request has been processed.
      • If you are planning to do work near power lines, request a safe clearance. Residential customers, please visit here. Commercial customers, please visit here >
      • Before digging, request an underground electrical locate—visit here >

      What services have been affected?

      Last updated: Friday, May 2, 2025

      While there is no disruption to our generation, transmission, and distribution facilities and no impact on our ability to provide safe reliable power, there are services that we are currently unable to provide.

      At this time, our Customer Care Centre is focused on safety and supporting customers with electrical emergencies. Customers can always report outages or emergencies, such as downed wires, through our outage line at 1-877-428-6004.

      Billing has been paused and our online customer portal MyAccount is also not available. If you have made a bill payment through your bank, those payments were processed by your financial institution. Rest assured, any potential for duplicate payments will be addressed and corrected.

      We will post updates as we make progress and restore all services. We apologize for this inconvenience and thank you for your patience.

      What are your next steps?

      Last updated: Sunday, May 4, 2025

      We continue to work with external cybersecurity experts to investigate the incident and to safely and securely restore our IT systems. Through the investigation, we have identified that certain customer information was accessed and taken by an unauthorized third party. If we determine that your data was affected, we will send you notice with further details including about the affected information, along with resources and support. We will continue to update on our website, www.nspower.ca, as more information becomes available.

      See more FAQs

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