CMP proposes $6M 'customer benefit fund,' adds VP position

Photo / Maureen Milliken Central Maine Power has proposed initiatives and added new staff to help mitigate ongoing billing and customer service issues.

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By Staff

Central Maine Power Co. announced organizational changes and other initiatives, including a proposed $6 million "customer benefit fund" in response to its ongoing billing and customer service issues.

CMP has filed with the Maine Public Utilities Commission to establish the fund, which would be in lieu of a financial penalty related to CMP's return on equity proposed by the commission staff. The fund would be administered by the PUC to address outstanding customer issues as it sees appropriate, the company said in a Tuesday news release.

The proposal is contingent on PUC approval of a proposed 11% rate hike, which Tuesday the commission agreed to delay until the investigation into billing issues is completed. That's expected to be in December.

The company, a subsidiary of AVANGRID Inc. (NYSE: AGR), has been battling controversy over high bills for nearly two years — after an October 2017 wind storm, coupled with a new billing system, caused some customer bills to skyrocket and the power company has struggled to deal with the fallout.

Several customer service positions, including new vice president of customer service, will be added to address "customer clarity over bills and energy use, as well as placing a tight focus on regular administration of the company’s Smartcare information system," the release said.

CMP will also implement a pilot program with Efficiency Maine Trust to provide home usage assessments for customers who have "persistent questions about their electricity use."

“I understand that CMP needs to continue to work hard to regain the trust and confidence of our customers,” said Doug Herling, CMP president and CEO. “We believe these enhancements to strengthen our Customer Service organization, along with specific customer-focused program offerings and proposals will improve the experience of all CMP customers.”

Actions and proposals announced Tuesday are:

Customer benefit fund

The fund would be in lieu of PUC proposal to implement a management efficiency downward return on equity adjustment — a decrease in the company's corporate profit level.

CMP is recommending that the commission establish the fund, which would be paid for by CMP, beginning on the effective date of the order in the rate case. The company would make 12 monthly contributions of $500,000 to compensate customers affected "by the company’s customer service performance."

CMP also proposes that disposition of the fund should be left to the commission’s discretion, with input from interested parties. Possible uses for the fund could include compensation for customers that were affected by delayed bills or by identified, and since corrected, SmartCare system errors, CMP said.

Vice president of customer service for Maine

CMP has named Linda Ball to the newly created position of vice president, customer service for Maine.

Ball, a director in Avangrid's process and technologies business area in Augusta, has more than 20 years of customer service experience, including contact and call center operations, regulatory affairs and billing. She spent more than six years managing CMP’s customer contact center during which CMP earned two JD Power awards for service, the release said.

She begins Sept. 1, and "will ensure all customer information tools and resources are effectively aligned and focused to meet daily customer needs."

Energy assessment pilot program

CMP is partnering with Efficiency Maine Trust to offer a pilot program that will provide assistance to customers with unresolved high usage disputes. EMT is the independent administrator of programs in Maine to help homes and businesses lower energy costs and carbon emissions, by promoting more efficient and cleaner lighting, equipment and structures.

As an additional step in the already existing high use complaint escalation process, a limited number of residential customers will be offered a referral to EMT, at CMP's expense, the release said. Their electric consumption will be analyzed and utility usage data reviewed, and they will also get an “in home” observation by an independent qualified expert who will review how the observed consumption relates to amounts billed by CMP.

EMT will offer recommendations about potential energy saving measures and guidance on opportunities to participate in EMT’s programs. If CMP and EMT deem the pilot program successful in resolving customer usage issues, it will be expanded and incorporated into the company’s standard process for escalated high usage inquiries, CMP said.

SmartCare business support team and billing

A team of nine Maine-based professionals will provide analytics and technical support for all CMP customer systems and processes. In addition, a new Maine-based management position will be dedicated to billing and collections procedures under Ball’s leadership.