News

CMP says it’s exceeded customer service benchmarks as it seeks to have earnings penalty lifted

CMP says it’s exceeded customer service benchmarks as it seeks to have earnings penalty lifted

Photo: 560 WGAN Newsradio


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.

 

Latest Headlines

3 hours ago in Local

Otisfield Man Charged After Woman Shot in Hand

Oxford County deputies say they were called to a report of a person who had been shot.

4 hours ago in Local

Owl Rescued on Lake West of Augusta

Officers say they found the barred owl along Annabessacook Lake Saturday morning.

1 day ago in Local

Police Looking for Missing Washington County Teen

The Washington County Sheriff's Office are looking for 16-year-old Lilyanna Rose Cook, who was last seen in Roque Bluffs, Maine.

2 days ago in Local

Struck-down Maine citizen’s referendum on super PAC donations heads to appeals court

Despite getting over 75% of the vote, a Portland judge deemed the referendum unconstitutional this past summer, citing the ruling made by the Supreme Court on the 2010 Citizen's United case.

2 days ago in Local

Police find missing teen after vehicle pursuit in Skowhegan

A missing teenager was found in the vehicle of a Norridgewock man who police say led them on a chase in Skowhegan on Thursday.