The Public Utility Commission 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 Commission. The metrics established in the Service Quality and Reliability Plans (SQRP) enable the Commission 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.
State of Vermont