‘STATE OF MAINE Docket No. 2018-00052 PUBLIC UTILITIES COMMISSION March 22, 2018 PUBLIC UTILITIES COMMISSION ORDER INITIATING Investigation of Central Maine Power AUDIT Company Metering, Billing and Customer Communication Issues VANNOY, Chairman; WILLIAMSON and DAVIS, Commissioners 1 SUMMARY By this Order, the Commission initiates a technical or forensic audit of Central Maine Power Company's (CMP or the Company) customer billing system. The audit is initiated pursuant to 35-A MLR.S. § 113 and is intended to address metering and billing issues that have arisen over the past several months and are currently the subject of a summary investigation in this docket. I, BACKGROUND In late October 2017, CMP went operational with its new Customer Information System (CIS) billing program. From December 1, 2017 till the present time, the Commission's Consumer Assistance and Safety Division (CASD) has received approximately 1,950 calls from CMP customers, with the vast majority related to high bills and possible billing errors. While the CASD has been able to resolve a number of the complaints which have been filed to date, the Commission has found that additional information is needed in order to determine and understand both the existence of any metering, billing and customer communication problems affecting CMP's ability to provide service to its customers and the source of such problems. Consequently, on March 1, 2018, the Commission issued a Notice of Investigation, pursuant to the provisions of 35-A M.R.S. §1303(1), initiating a summary investigation into CMP's metering, billing and customer communications issues mW. AUDITS In the Notice of Investigation, the Commission listed multiple metering, billing and customer communications issues that will be addressed. Because many of these issues are highly technical and require an understanding of CMP’s CIS system and its interaction with metering equipment, the Commission finds that a forensic audit of CMP's systems is required to identify any errors that have, or continue to be resulting in billing inaccuracies.Order Initiating... 2+ Docket No. 2018-00052 Dated at Hallowell, Maine this 22 day of March, 2018. BY ORDER OF THE COMMISSION /s! Harry Lanphear Harry Lanphear Administrative Director COMMISSIONERS VOTING FOR: — Vannoy Williamson DavisOrder Initiating... +3- Docket No. 2018-00052 NOTICE OF RIGHTS TO REVIEW OR APPEAL 5 MRS. § 9061 requires the Public Utilities Commission to give each party to an adjudicatory proceeding written notice of the party's rights to review or appeal of its decision made at the conclusion of the adjudicatory proceeding. The methods of review or appeal of PUC decisions at the conclusion of an adjudicatory proceeding are as follows: 1. Reconsideration of the Commission's Order may be requested under Section 14(D) of the Commission's Rules of Practice and Procedure (65-407 C.M.R. 110) within 20 days of the date of the Order by filing a petition with the Commission stating the grounds upon which reconsideration is sought. Any petition not granted within 20 days from the date of fling is denied. 2. Appeal of a final decision of the Commission may be taken to the Law Court by filing, within 21 days of the date of the Order, a Notice of Appeal with the Administrative Director of the Commission, pursuant to 35-A MRS. § 1320(1)- (4) and the Maine Rules of Appellate Procedure. 3. Additional court review of constitutional issues or issues involving the justness or reasonableness of rates may be had by the filing of an appeal with the Law Court, pursuant to 35-A M.R.S. § 1320(6). Note: The attachment of this Notice to a document does not indicate the Commission's view that the particular document may be subject to review or appeal. Similarly, the failure of the Commission to attach a copy of this Notice to a document does not indicate the Commission's view that the document is not subject to review or appeal.