Central Maine Power says it’s turned a corner on customer service issues, and is hopeful that documents filed with Maine regulators will lift a financial penalty imposed on the utility.
According to the Portland Press Herald, CMP filed a report with the Public Utilities Commission on Monday touting efforts made to meet or exceed customer service benchmarks ordered by the state.
In the documents, CMP says it met benchmarks including answering more than 87 percent of customer calls within 30 seconds, providing accurate, timely bills more than 99 percent of the time since March of 2020, and posting a cumulative bill error rate of 0.3 percent.
Penalties placed on CMP by the state have resulted in the loss of nearly $10 million in revenue over the last 18 months.
The Public Utilities Commission said Tuesday it had started to review the filing.
Scrutiny of CMP’s customer service dates back to 2017, when a new billing and metering system was introduced. Customers in recent years have also complained about long outage times.
