Customer Credit and Compensation for Power Outages

Following Tropical Storm Isaias, New Fairfield participated with the Towns of Bethel, Newtown and Ridgefield in the Public Utilities Regulatory Authority (PURA) investigation into the Eversource response to Tropical Storm Isaias.  The Agency found that Eversource did not adequately implement the municipal liaison program, execute its Make Safe protocol, effectively communicate to customers or secure adequate resources in a timely manner to protect public safety and restore power.  PURA has ordered specific corrective actions on each topic that were required to be in place prior to June 30.  PURA has proposed the maximum penalty allowed by law, roughly $30 million, against Eversource, ordering $28 million of the penalty be refunded to Connecticut ratepayers in the form of credits.  These penalties are expected to be finalized on July 14. 

Eversource is also now required to identify and track customers that require electrical service for life maintaining equipment.  The company must contact these customers before, during and after storm events.  Specifically, Eversource must contact these customers more than 24 hours before the onset of a major storm, track the status of their electrical service, regularly update each municipality of life support customers without power in their town, and provide the customers with daily communications during the storm restoration process.

Further, as part of the “Take Back Our Grid Act,” Eversource is now required to provide customers $250 in compensation for medication and food that expired or spoiled due to a power outage lasting longer than 96 hours.  Eversource must also issue customers a credit of $25 for each full day of an outage lasting more than 96 hours.  

 For details, click here:  FAQs - Customer Credits and Spoilage Compensation 

PURA Final Decision Tropical Storm Isaias Investigation


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