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Service Quality Guarantees
CVPS is committed to providing you with the high level of service you have come
to expect from us. For the fourth straight year in a row, CVPS met all of its service
quality standards in 2008. Click
HERE for more detailed information about how we met our 2008 standards.
CVPS has 17 service quality measures known as SERVE standards. SERVE stands
for Serving Everyone with Reliability, Value and Excellence. The company measures
and reports to state regulators on everything from how quickly customer care representatives
answer phones to bill accuracy, customer service, outage numbers and duration, and
safety. All Vermont utilities have specific service quality standards and
must report the results regularly to state officials. Penalties can be imposed
for failure to meet the standards.
We back quality customer service with the following service guarantees:
We Guarantee our line crew scheduled appointments. If we can't
keep a scheduled appointment within a two-hour window to perform work for you, we’ll
credit $10 towards your CVPS account.
We Guarantee the amount of your bill is accurate. If there is ever
a mistake in the bill we have sent to you, we will, of course, correct it. We will
also provide you with an additional credit of $10 towards your CVPS account.
We Guarantee your meter work will be completed within two days
of the promised delivery date on your order. If we do not complete your order within
two days of the promised delivery date, we will provide a credit of $10 towards
your CVPS account.
We Guarantee we will render your bill within seven days of your
scheduled billing cycle date or we will provide a credit of $10 towards your CVPS
account.
We Guarantee your requested line work will be
completed within five business days of the promised delivery date
assuming you have met your requirements and are ready. This includes: line extensions;
new service; disconnect/reconnects; new street/security light installations; street/security
light maintenance; and temporary service connection.
All credits owed to customers as a result of CVPS failure to meet the service guarantees
will automatically be credited to your account without you having to notify the
company.
Service guarantees do not apply when the delay is weather-related due to extremes
in the weather, or during periods when roads are impassable to company vehicles
following heavy rain, snow or spring thaw conditions, or when there's a widespread
outage, and our top priority is restoring power to you, our customers.
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