After a months-long investigation into the billing and customer service practices of Central Maine Power, the Maine Public Utilities Commission released the initial findings of its investigation Thursday, finding usage at levels consistent with last winter's cold temperatures.
The PUC hired Liberty, an independent auditing firm, to conduct the investigation after thousands of customers complained of their bills doubling or tripling in some cases.
According to the PUC, CMP's smart meters were accurate and an increase in supplier rates "added to the effects of higher than typical usage."
The investigation showed "very uncommon circumstances" that caused one of CMP's AMI meter types to register usage inaccurately.
The PUC did say in their report, that CMP did not meet the standards for customer service noting the long answer and call times.
"A lack of sufficient experience and supervision have impaired the ability to resolve specific customer inquiries and complaints and to address systemic issues underlying them."
Central Maine Power responded in a press release saying they hope the findings give customers confidence in their new SmartCare system and the information in their bills.
CMP's CEO, Doug Herling agreed with the audit's finding about their customer services woes, saying they did not have enough staff adequately trained to oversee the implementation of the new system.
"More than anything, CMP failed to deliver the level of service that our customers expect and deserve when we introduced the SmartCare billing system. This is not acceptable. It is very important that customers understand that we acknowledge our full responsibility where we fell short of the mark."
But Barry Hobbins, Maine's Public Advocate says he plans to audit the Liberty report. Hobbins says he is disappointed that his office had no input in CMP's audit and he expects Mainers are going to be outraged.
"Individuals are going to want to know, 'aren’t we going to get anything back? Is there going to be any type of rebate?' And I think the answer right now is no,” Hobbins told NEWS CENTER Maine's Chris Costa Thursday.
Hobbins intends to call on the Legislature to require an investigation and full disclosure in cases like this so that his office can be involved.
Because the audit was considered an “inquiry,” not an “investigation,” The Maine Public Advocate Office was prevented from being involved.