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Central Maine Power Co. President and CEO Doug Herling in a conference call with reporters this morning reported that the company’s internal audit of customer complaints is two-thirds completed and so far has not found evidence that smart meters or a new billing system have caused their higher-than-normal bills.
CMP’s internal audit is separate from the formal audit launched by the Maine Public Utilities Commission in response to the 1,580 customer complaints about unusually high electric bills received after CMP’s new billing system took effect on Oct. 30. In an April 3 filing, the PUC reported that CMP has responded to eight of the 23 questions posed so far, but agreed to give the company more time given the large amount of information being sought related to customer account information and internal communications.
“We have not found any issues with our smart meters, they have performed accurately,” Herling said during the conference call with Mainebiz and more than a dozen Maine news organizations. “We feel very confident the smart meters are working properly.”
Herling said that since January, CMP has tested 1,600 smart meters for their accuracy; by comparison, it tested only 444 for the entire year in 2017. Of the 1,600 meters tested, he said, only one was found to be not working properly and it was an older type of meter.
Herling, who was joined by CMP Vice President Eric Stinneford and Vice President of Customer Service Beth Nowack Cowen, said the company’s internal audit so far also had not found evidence that “human error” or “system failure” were causing customers’ electric bills to be unusually higher than normal.
So why so many complaints, which Herling acknowledged his peers at Emera Maine and other Maine utilities have not been receiving in comparable numbers?
In his opening statement, he identified several factors that might have contributed to the volume of complaints:
“We have not found any correlation between the new billing system and the amount of usage on the bills,” Herling added. “We have not found any impact from the billing system that is driving up the usage … At this point in time we have not found anything about our system or smart meters that would artificially increase customer's usage.”
Cowen said CMP has increased its staffing by 38% to improve its handling of customer complaints, including additional staff at its call centers and those working nights and on weekends.
In their March 1 order launching a summary investigation into customers’ complaints about CMP's metering, billing and customer communications practices that were reported to the PUC over the last several months, PUC Chairman Mark Vannoy and Commissioners R. Bruce Williamson and Randall Davis laid out the three-fold scope of the investigation:
Metering issues:
"We note that at the same time that CMP initiated its new billing system, CMP's service territory experienced a severe storm which resulted in approximately 404,000 customer Interruptions," the order stated, adding that PUC would be looking into the question of whether CMP's meters are "accurately communicating" with its new billing system.
Billing issues:
Customer communication:
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