The Maine Community Utilities Fee has ordered a preliminary investigation into Central Maine Power’s administration construction to decide no matter whether that led to a drop in the high quality of shopper service in current many years.
The enterprise need to develop a efficiency approach thanks Nov. 30 to address how it will respond to an audit report by an impartial marketing consultant that cited concerns about the utility’s management and how it affected purchaser provider. The PUC reported a comprehensive investigation could be opened if necessary.
The report by Liberty Consulting Team noted there had been advancements in CMP buyer services, but also lifted a number of places of worry. For example, the report questioned irrespective of whether CMP clients would remain a priority for quality provider even as the utility becomes a smaller aspect of its in general parent enterprise and investor’s holdings.
Heart Maine Ability Co., which has been criticized for inaccurate billing and problems dealing with customer service phone calls, is owned by Connecticut-primarily based Avangrid Inc. (NYSE: AGR). Spain’s Iberdrola is the majority operator of Avangrid.
The report also cited the shift of crucial executives and staff members to Avangrid building fears about organizational steadiness.
“The commission has concerns about irrespective of whether, without having demonstrated enhancement in the administration connection concerning CMP and Avangrid, that connection is sustainable,” the PUC reported in its discover.
“CMP will continue to provide prospects led by a strong Maine management workforce dedicated to operational excellence. Our Maine group has deep company and operational working experience, specially our new CEO, Joe Purington, who started at CMP this week and who will attract on his 28 many years of functions practical experience with the business,” CMP explained in a statement.
“CMP has created demonstrable enhancements in our day by day assistance to buyers as measured by responsiveness to consumer calls and billing accuracy and timeliness. Last Spring, the Liberty audit mentioned numerous constant advancements at CMP, and we stay committed to sustainable improvement across the enterprise.
Previous week, CMP said it has enhanced client assistance and a monetary penalty weighing on its finances should really be lifted.
“The Mills administration supports the PUC’s determination to look into CMP’s administration construction,” explained Dan Burgess, director of the governor’s energy business office. “We will stick to these proceedings closely and strongly think that Maine must use every regulatory tool inside of its electrical power to ensure that our electrical utilities are conference their statutory mission to supply safe, dependable, and sufficient providers at just and realistic charges for Maine individuals.”
In addition to client services issues, CMP also faces controversy surrounding a electrical power line venture in western Maine that crosses community lands, as effectively as an effort from critics to force a buyout of CMP and Versant Electrical power to make a consumer-owned utility.
Voters will weigh a referendum this fall on the $1 billion power line undertaking that aims to convey Canadian hydropower to the New England power grid.
“For decades, CMP has authorized its client services and dependability slide whilst waging an costly campaign to drive a for-earnings corridor as a result of the coronary heart of western Maine towards the will of its customers,” said Sandi Howard, a volunteer with the Of course on 1 marketing campaign on the corridor situation.