The Board has approved Service Quality and Reliability Plans for all 20 of Vermont's electric utilities.
Each Service Quality and Reliability Plan sets out standards by which the particular utility's customer service, safety, and reliability performance will be measured, and requires the utility to monitor and report the results of its performance in these areas. The standards cover seven broad areas of service that have a substantial impact on consumers: customer service phone answering, billing, meter reading, work completion, customer satisfaction, worker safety, and reliability of service. While many of the electric utility Service Quality and Reliability Plans are quite similar, the 20 Plans are not identical. They include different standards and different minimum performance levels for those standards, depending on the particular utility's circumstances.
Each Service Quality and Reliability Plan also includes at least one "service guarantee" – a specific credit or financial benefit to the affected individual retail customers if the utility fails to meet one of its service commitments. Nearly all of the Service Quality and Reliability Plans also include a service quality compensation mechanism under which the utilities will pay a financial penalty if certain minimum standards are not met.
The Board has found that all the Service Quality and Reliability Plans provide significant benefits to ratepayers. These benefits include:
All electric Service Quality and Reliability Plans now in effect are posted on the Vermont Department of Public Service's website.
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