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Home > Consumer Services & Information >Information Relating to High Electrical Usage

Important Information for CMP Consumers who have Complained About High Electrical Usage

If you have a complaint regarding high usage, here is what you should do:

  1. Consumers should try to resolve issues they have with CMP (or any utility) by contacting their utility’s customer service directly.  If consumers feel that their issue was not resolved, they should contact the PUC’s Consumer Assistance and Safety Division (CASD).
  2. If your complaint is outstanding, please respond to the CASD if you are contacted.  The CASD works closely with consumers to resolve their concerns.
  3. For unresolved high usage complaints involving CMP, the Commission has ordered that an independent auditor evaluate cases that have not yet been resolved and the high use continues. This would include an energy audit of consumers’ residences. If the usage is consistent, the auditor would make recommendations for reducing usage. If the usage is not consistent, further analysis would be necessary. In addition, complaints involving potential billing errors will continue to be resolved by the CASD on a case-by-case basis. If you receive a letter from the CASD regarding this evaluation, you must respond in order to receive the evaluation.
  4. The CASD has a strong record of helping consumers resolve their complaints.  89% of complaints received during the peak of the high usage have resolved.
  5. CMP customers who reported and filed complaints from November 1, 2017 through December 31, 2019 have received more than $5 million in credits and refunds from CMP.
  6. Finally, approximately 1,600 CMP meters were impacted by an unusual combination of a brief outage and low voltage events, which caused meters to temporarily register usage inaccurately, may have resulted in over-billing.  All 1,600 of the impacted customers will be issued a credit for any overbilled amount.  Further, CMP has updated these meters to prevent this issue from occurring again.
  7. For any billing error discovered, consumers will be credited for any overpayment due to that error.  Customers do not have to file a complaint to receive a credit due to a billing error.