Energy Efficiency Utility Service Quality

The Public Service Board approves quality and reliability plans for Vermont's regulated utilities, including each energy efficiency utility. The standards and reporting requirements set forth in each plan are required under the Process and Administration document that governs the operation of EEUs appointed by the Board. The metrics established in the Service Quality and Reliability Plans (SQRP) enable the Board to measure the adequacy of EEU performance in order to determine whether EEUs are providing “reasonably adequate service,” as required by 30 V.S.A. §§ 209(a)(1), 209(a)(3), and 219. Metrics included in the SQRPs measure performance in areas such as general customer service - including the number of residential and business customers who contact the EEUs and how satisfied they are with EEU service, average speed to answer calls, percentage of calls answered by a live agent during normal business hours, and call abandonment rates - and complaint rates and resolution.

Service Quality Plans

Vermont Energy Investment Corporation

Contact Information

Judith C. Whitney
Clerk of the Board
112 State Street
Montpelier, VT  05620-2701
(802) 828-2358
Email the Clerk

Cases and ePSB

Calendar

Forms

Complaints

How do I?

Statutes and Rules