The Public Utility Commission approves service quality and reliability plans for all of Vermont's regulated utilities, including Vermont Gas. The standards included in the Vermont Gas Service Quality and Reliability Plan cover seven broad areas of service that have a substantial impact on consumers:
- customer service phone answering
- meter reading
- work completion
- customer satisfaction
- worker safety
- reliability of service
The Vermont Gas Service Quality and Reliability Plan also includes “service guarantees” – specific credits or financial benefits to the affected individual retail customers if the utility fails to meet certain of its service commitments; and a service quality compensation mechanism under which the utility will pay a financial penalty if certain minimum standards are not met.