Despite findings, Central Maine Power complaints are being addressed, PUC says
Although findings last week from a state investigation into Central Maine Power Co.’s metering and billing practices found they were generally accurate, the Public Utilities Commission wants CMP customers to know their complaints are being addressed.
The investigation, begun a year ago, found “no systemic problem” in CMP’s metering and billing that would have caused the high bills customers started reporting in late 2017.
In their examiners reports, PUC staff said evidence including an independent audit demonstrates that CMP is recording customer electricity use correctly, and that except for some “discrete” errors, “customers’ billed amounts have been accurate.”
That conclusion apparently led some customers to believe their complaints were not being considered.
“This is just not accurate,” said Derek Davidson, director of the PUC Consumer Assistance and Safety Division, in a prepared statement. “In no situation will a customer’s complaint simply be closed; every complaint will be addressed on a case-by-case basis.
“The Examiners Reports are recommendations from Commission staff and no final decisions have been made related to CMP’s metering and billing issues. The Examiners Reports make no recommendations on the resolution of individual complaints. CASD staff will address all open cases.”
Record-breaking cold weather and a scheduled increase in the standard-offer electricity supply price accounted for the spike in bills during the winter of 2017-2018, according to the reports. Those were the causes identified by CMP’s own previous analysis.
However, the reports did find fault with the CMP billing software, known as SmartCare. Calling its implementation “imprudent,” PUC staff said technical problems did cause some billing problems.
The PUC said it received 1,082 complaints during the 2017-2018 period, and that 960 have already been resolved.
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