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Renewables & EfficiencyElectric Utility Scorecard
This page contains information about customer service provided by Vermont electric companies. It includes three kinds of customer service-related information for each utility:
- the rate of consumer complaints to DPS
- the rate of disconnections for non-payment
- the service quality and reliability plan governing that utility
Consumer Complaint Rate
"Complaint" in the following table means consumer contact with DPS in which the consumer was dissatisfied with the action taken by the company prior to his or her contact with DPS, and, following investigation, DPS concluded that there was something the utility reasonably could or or should have done to resolve the complaint prior to the consumer having to contact DPS. These are the complaints categorized by DPS as "escalations" or "interventions." For the large electric companies, complaint rates are calculated as the number of complaints per 1000 customers to enable comparison among different size utilities.
| UTILITY | Complaints (rate = complaint/1000 customers) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| 2005 | 2004 | 2003 | 2002 | 2001 | ||||||
| # | rate | # | rate | # | rate | # | rate | # | rate | |
| Small Electrics | ||||||||||
| Barton | 1 | 2 | 2 | |||||||
| Enosburg | 2 | 3 | 2 | 4 | ||||||
| Hardwick | 2 | 2 | 3 | 1 | ||||||
| Hyde Park | 3 | |||||||||
| Jacksonville | 4 | |||||||||
| Johnson | ||||||||||
| Ludlow | 1 | |||||||||
| Lyndonville | 1 | 3 | 1 | 5 | ||||||
| Morrisville | 1 | 3 | ||||||||
| Northfield | 2 | |||||||||
| Orleans | ||||||||||
| Readsboro | 1 | 1 | ||||||||
| Rochester | ||||||||||
| Stowe | 1 | |||||||||
| Swanton | 1 | 3 | 1 | |||||||
| VT Marble | ||||||||||
| Large Electrics | ||||||||||
| Burlington Electric | 6 | 0.37 | 4 | 0.20 | 4 | 0.20 | 4 | 0.21 | 6 | 0.31 |
| Central VT Public Service | 15 | 0.12 | 49 | 0.33 | 95 | 0.66 | 56 | 0.39 | 74 | 0.51 |
| Citizens Utilities | NA | NA | 5 | 0.94 | 23 | 0.65 | 13 | 0.63 | 27 | 1.30 |
| Green Mtn. Power | 15 | 0.20 | 18 | 0.20 | 44 | 0.50 | 51 | 0.59 | 96 | 1.11 |
| VT Electric Coop | 24 | 0.67 | 22 | 0.67 | 11 | 0.68 | 14 | 0.88 | 9 | 0.57 |
| Washington Elec. Coop | 0 | 0.00 | 1 | 0.10 | 6 | 0.63 | 2 | 0.21 | 8 | 0.86 |
Disconnect Rate
The following table shows residential disconnection rates for non-payment of all Vermont electric utilities. Rates are non-payment disconnections per 1000 residential customers.
| Non-payment disconnections per 1000 customers | |||||
| Company | 2001 |
2002 |
2003 |
2004 |
2005 |
| Barton Village | 18.5 | 25.6 | 30.2 | 20.5 | 39.9 |
| Burlington Electric | 45.0 | 46.7 | 50.9 | 56.2 | 62.7 |
| Central VT Public Service | 20.0 | 20.6 | 29.9 | 26.5 | 14.9 |
| Enosburg Falls | 66.3 | 45.5 | 54.3 | 16.7 | 6.6 |
| Green Mountain Power | 28.8 | 34.3 | 41.2 | 39.6 | 41.1 |
| Hardwick Electric | 24.5 | 25.2 | 11.6 | 35.7 | 48.4 |
| Hyde Park | 31.9 | 18.2 | 20.8 | 9.3 | 0.0 |
| Jacksonville | 6.3 | NA | NA | 11.1 | 6.1 |
| Johnson | 31.4 | 24.1 | NA | NA | NA |
| Ludlow | 1.4 | .7 | 5.2 | 3.1 | 2.6 |
| Lyndonville | 17.3 | 12.1 | 47.2 | 35.3 | 21.5 |
| Morrisville | 19.5 | 22.2 | 23.4 | 24.9 | 21.7 |
| Northfield | 32.4 | 35.9 | 42.2 | 37.7 | 37.7 |
| Orleans | 5.9 | 3.0 | 1.6 | 7.1 | 4.3 |
| Readsboro | 0.0 | 6.3 | 7.5 | 7.5 | 6.3 |
| Rochester | 17.1 | 15.7 | 11.4 | 10.0 | NA |
| Stowe | 0.6 | 5.2 | 16.0 | 1.0 | NA |
| Swanton | 30.8 | 25.6 | 26.9 | 32.6 | 34.9 |
| VT Electric Coop | 29.7 | 53.1 | 39.7 | 48.4 | 26.1 |
| Vermont Marble | 9.1 | 4.5 | NA | 6.1 | 13.8 |
| Washington Electric Coop | 11.2 | 10.9 | 11.6 | 11.9 | 15.3 |
| Weighted Average | 25.8 | 27.5 | 34.2 | 27.3 | 25.9 |
| NA indicates the data are unavailable | |||||
Service Quality Plans
Service quality and reliability plans (SQRPs) consist of standards that measure utility performance in a variety of areas that are important to retail customers, such as customer service phone answering, speed of repair, accuracy of billing, and the reliability of service. The plans establish minimum performance expectations utilities must meet in each area measured, and require monitoring and reporting of results. The plans posted below are in Acrobat PDF format.
| Barton Village | 4/1/07 - ongoing |
| Burlington Electric | 1/1/05 - ongoing |
| Central VT Public Service | 1/1/06 - ongoing |
| Enosburg Falls | 4/1/07 - ongoing |
| Green Mtn Power | 1/1/07 - ongoing |
| Hardwick | 1/1/07 - ongoing |
| Hyde Park | 4/1/07 - ongoing |
| Jacksonville | 4/1/07 - ongoing |
| Ludlow | 4/1/07 - ongoing |
| Lyndonville | 4/1/07 - ongoing |
| Morrisville | 9/1/07 - ongoing |
| Northfield | 4/1/07 - ongoing |
| Orleans | 4/1/07 - ongoing |
| Readsboro | 4/1/07 - ongoing |
| Stowe | 4/1/07 - ongoing |
| Swanton | 4/1/07 - ongoing |
| Washington Electric Coop | 1/1/06 - ongoing |