The New York State Public Service Commission (PSC) released an audit recommending improvements to National Grid‘s operations, billing practices and customer service.
The PSC’s independent audit of National Grid outlines dozens of recommendations aimed at improving the utility’s operations and customer experience.
The audit acknowledged signs of progress by the company, but said National Grid continues to lag in several areas, including electric and gas operations, strategic planning and customer service.
Among the findings, auditors identified shortcomings in how the company resolves customer complaints and manages long-term estimated bills. The report recommends National Grid improve billing accuracy, strengthen customer protections and address failing equipment that auditors said has contributed to recent increases in long-term estimated bills.
2 On Your Side reached out to National Grid for a response to the audit. They sent this statement:
“This report recognizes National Grid’s strong performance in critical areas, including electric and gas operations and capital planning, customer service, project management, and load forecasting. Management audits are essential for regulatory oversight, and we appreciate the extensive review and constructive recommendations for further improvements. We look forward to working with our regulator to develop an implementation plan that addresses the recommendations.”
National Grid will need to develop a plan to address the audit’s recommendations. The public will have an opportunity to provide input before the plan is implemented.
You can read the full New York State Public Service Commission audit of National Grid here: https://dps.ny.gov/news/psc-releases-audit-national-grid