February 1, 2008
Regulators critical of CL&P customer service
State regulators are critical of Connecticut Light & Power's past customer service in dealing with complaints about electric meters.
The state Department of Public Utility Control conducted an investigation after receiving complaints.
CL&P has said it was not company policy to deny customers' requests to have their electric meters tested for accuracy.
But the DPUC says the company had a written policy that specifically instructed customer service representatives to eliminate as many meter tests as possible.
The draft report released Thursday says CL&P failed to provide service that its customers deserve or should have expected.
CL&P has apologized for its customer service lapses and said it has made improvements and will continue to be proactive.
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