Maine Public Utilities Commission - Your Rights as a Consumer

The following are just some of the questions we receive about Maine Public Utilities Commission consumer protections

Are there any consumer protections?
Yes. With Electric Choice, consumer protections are built right into the law. The Legislature and the Maine Public Utilities Commission (MPUC) have established clear guidelines and standards for Maine's competitive electricity suppliers. The MPUC oversees supplier licensing and other consumer protections.

What are supplier licensing requirements?
In order to offer services in Maine, electricity suppliers must be licensed by the MPUC. Licensure is granted only after Suppliers have proven their technical capability, financial viability, and have disclosed the required complaint information. You may inquire about licensed suppliers at the MPUC toll-free help-line: 1-877-PUC-FACT.

Does Maine require uniform disclosure labels?
To guarantee that consumers have a fair basis for comparing offers, the state has put Uniform Information Disclosure standards in place. All electricity suppliers must provide the following information on their services: average price, resource mix and air emissions information, pricing variability and customer service information. This information is charted on a label, much like the nutrition labels found on foods, and must be provided to you before you begin service. The label is also available upon request, and included quarterly with your bill.

What information does my itemized bill provide?
Since January 1999, your electric services have been itemized on your bill, to show separate charges for electricity supply (energy) and delivery service. The charge for electricity supply will be the price you accept from the electricity supplier you choose, or the Standard Offer price. The charge for delivery service will continue to be set by the MPUC. It's important to note that electricity supply, for most Maine consumers, currently represents about 30% of their total electric bill. Any savings gained from your choice of Supplier will apply only to electricity supply.

Will I ever go without electricity?
The MPUC has implemented a set of policies that provides for the reliability of the power supply in New England and Maine. You are still responsible for meeting your obligations to pay for service to maintain service to your home or business.

What happens if I have an electric emergency?
Your utility will still respond to any emergency situation. Their toll-free number will still appear on your bill and in the phone book.

What are "Terms of Service"?
The terms of service are available on this website. You have five days after enrolling which you can cancel without penalty. Suppliers must give you written notice at least 30 days prior to canceling your contract.

Are there slamming protections?
Maine law ensures that no customer can be switched to competing suppliers without giving their express permission. There are "slamming" protections in place, with penalties for any company that deceptively obtains signatures or permission over the phone or attempts to switch a customer without authorization. To ensure that this does not occur, you must authorize the switch electronically or in writing. If you switch over the phone, it must be confirmed by a third-party verification service. However, if you don't choose a competitive electricity supplier before March 1, 2000, you will automatically be provided with "Standard Offer" Service. You may switch to a competitive Electricity Supplier of your choice at any time.

What low-income assistance is available?
If you need help paying for your electricity, you may qualify for low-income bill payment assistance, sponsored by several of Maine's electric utilities. To find out if you are eligible for this assistance, call your Distribution Company.

Can I be placed on a "Do Not Call" list?
Suppliers must comply with federal and state laws regarding telephone solicitation. They are allowed to make telemarketing calls only between 8 a.m. and 9 p.m. and must maintain a "Do Not Call" list. You may call a Supplier to request that your name be added to their "Do Not Call" list or notify them when they contact you. You may also join a national "Do Not Call" list that will prevent solicitation by phone from a wide variety of companies.

To put your name on the national "Do Not Call" list, write to: Telephone Preference Service, Direct Marketing Association, P.O. Box 9014, Farmingdale, NY 11735-9014. Be sure to include your full name, address and phone number with area code.

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