Service Quality Guarantees

VEC is committed to providing our members with the highest quality service.

VEC, as well as other utilities, operate under the guidelines of a Service Quality and Reliability Plan (SQRP), which defines standards by which VEC's member service, safety, and reliability performance are measured. This plan requires the utility to monitor and report the results of its performance in these areas annually to the Public Utility Commission. Each SQRP also includes a "service guarantee" - a specific credit or financial benefit to the affected individual retail customers if the utility fails to meet one of its service commitments.

VEC believes these service guarantees are excellent tools for helping us prioritize our work to be as responsive to members as possible.

" Committed to our members" means that we back our service to you with the following service guarantees:

Guarantee 1:  Your bill will be rendered within seven days of your scheduled billing cycle or you will receive a $5 credit toward your account.

Guarantee 2:  The bill presented to you will be accurate. If you receive a bill with a mistake in it, VEC will correct the mistake and you will receive a $5 credit toward your account.

Guarantee 3: Line crews will be on time for scheduled appointments. If our crew has an appointment with you and does not show up within a two hour window of the appointment, you will receive a $5 credit toward your account.

Guarantee 4: Meter work will be completed within four business days of the promised delivery date on the service order. If we do not meet this date, you will receive a $5 credit toward your account.

Guarantee 5: Any line work will be completed within five business days of the promised delivery date, providing you have met your requirements. If we do not complete the work within this time frame, you will receive a $5 credit toward your account.