CMP Announces Enhanced Customer Service Guarantee, Offering Bill Credits for Errors and Missed Appointments

Customers will receive $25 credit if bill is late or inaccurate

AUGUSTA, Maine— June 11, 2020 — 

Rolling out an enhanced Customer Service Guarantee, Central Maine Power (CMP) today announced that it will offer bill credits for late or inaccurate bills and missed appointments.

“Being in a position to offer this enhanced guarantee is really a milestone for CMP,” said David Flanagan, Executive Chairman of CMP. “Through listening to our customers every day, we know some of them have lingering concerns about their bills. As we have fine-tuned our new SmartCare system, and carefully tracked customer bills, we are confident enough to put our money where our mouth is. As we continue to rebuild trust with customers, we are specifically guaranteeing that bills will be accurate and on time.”

Effective this week, CMP will provide a $25 credit if a bill is late, or if the balance due is inaccurate. The company will also issue a $25 bill credit if it misses a scheduled service appointment without notifying the customer at least four hours in advance.

If a customer schedules a new service connection and CMP misses the scheduled connection date, the company will cover the delivery charge on the first month’s bill, up to $250.

Read new Customer Service Guarantee here.

As of May, 99.94% of bills sent out since the beginning of 2020 were accurate and on time, surpassing the current, stringent requirements standards set by the Maine Public Utilities Commission.
The company notes that the guarantee may be suspended during storms and emergencies, when the need to safely restore service overrides CMP’s other obligations.

“We are holding ourselves accountable every day to continue to achieve these results,” Flanagan added. 

CMP has acknowledged challenges with timely bill delivery following the rollout of its new SmartCare customer information system in October 2017 and has taken a series of steps to improve customer service and rebuild customer trust. In addition to naming Flanagan as Executive Board Chairman in February, the company has appointed Linda Ball as Vice President of Customer Service, hired additional billing staff and customer service representatives; engaged former state Senator Dawn Hill as CMP’s Customer Champion, an advocate for customers; enhanced training, and extended contact center hours so that customers can reach the company when it’s convenient for them.

In May, CMP launched poweronmaine.com, a microsite where visitors can learn about CMP and its employees, and find out what the company is doing to support Maine communities and help organizations on the front lines of the COVID pandemic in the state.

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About CMP: Central Maine Power Company (CMP), a subsidiary of AVANGRID, Inc., is Maine’s largest electricity transmission and distribution utility. Established in 1899 and based in Augusta, Maine, CMP serves approximately 624,000 customers across 346 communities in central and southern Maine. It operates approximately 23,500 miles of distribution lines and 2,900 miles of transmission lines. Over the last decade, the company has invested approximately $2.6 billion in Maine system infrastructure. In 2019, CMP was named Large Business of the Year by the Kennebec Valley United Way. For more information, visit www.cmpco.com.

About AVANGRID: AVANGRID, Inc. (NYSE: AGR) is a leading, sustainable energy company with approximately $34 billion in assets and operations in 24 U.S. states. AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving 3.3 million customers in New York and New England. Avangrid Renewables owns and operates 7.2 gigawatts of electricity capacity, primarily through wind power, with a presence in 22 states across the United States. AVANGRID employs approximately 6,500 people. AVANGRID supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2019 by the Ethisphere Institute. For more information, visit www.avangrid.com.

Media Contact:
Catharine Hartnett
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