Service Quality Guarantees

CVPS is committed to providing you with the high level of service you have come to expect from us. For the third straight year in a row, CVPS met all of its service quality standards in 2007. Click HERE for more detailed information about how we met our 2007 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.