Service Quality Report Card

Our Commitment to You

The Maine Public Utilities Commission sets service standards to help ensure customers receive safe, reliable electric service and timely support when they need it. For the third year in a row, we have met or exceeded every one of these standards, reflecting our continued focus on reliability and customer experience. The sections below explain each service standard, along with the target and how we performed in 2025. 

These results are driven by the work of almost 1,300 dedicated employees, from customer service representatives and engineers to field crews and mechanics who work every day to keep the lights on and make it easier for customers to do business with us.  

 

 

Our Commitment in the Field

Field workers and supervisors manage the grid every day 24x7 as well as responding to outages and storm needs 365 days per year. 

 

 

Our Investments

We’re committed to providing you with exceptional service and reliability investments. In 2025, we made important upgrades to strengthen our electric system and keep your power more reliable. Below are a few examples of that work as a small snapshot of the improvements happening across the state. Learn more about projects in your area.

Building a more resilient grid

Our team strengthened the grid by installing new storm‑resistant equipment in the Winthrop and Manchester areas, improving service for nearly 2,000 customers. And, in Woolwich and Wiscasset, we upgraded more than seven miles of lines with stronger poles, covered wire and smart devices to improve reliability for 3,200 customers. We also welcomed a new class of lineworker apprentices who are training to support Maine’s energy future.

Restoring power faster

More than 100,000 customers across Maine are benefiting from 250 newly installed smart devices that help us detect outages remotely and reroute power more quickly, sometimes in just minutes.

Upgrading aging equipment across Maine

We’re strengthening the grid by replacing older poles, lines, transformers and modernizing key substations, including installing a new, modern switch at the Cape Substation in South Portland serving more than 9,000 customers. Upgrading this equipment improves safety, reduces outage time and delivers more reliable service to meet customer demand.