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Natural Gas Utility Scorecard

This page contains information about customer service provided by Vermont Gas Systems. It includes three kinds of customer service-related information :

• 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." The complaint rate is calculated as the number of complaints per 1000 customers. For comparison with other energy utilities, see the Electric Utility Scorecard.

Disconnect Rate

The following table shows residential non-payment disconnection rate for Vermont Gas Systems. See for comparison to disconnection rates of electric utilities.

Service Quality Plans

Vermont Gas Systems is subject to a Service Quality and Reliability Plan (in Adobe Acrobat) that is approved by the Public Service Board. The plan includes a series of service quality and customer service baselines the company must meet and financial consequences attached to missing the baselines. VGS reports to the Public Service Board and the Department of Public Service quarterly under the plan.