Call Center Services a Provision of Proposed Massachusetts Power Outage Legislation

Feb. 21, 2012 – A bill working its way through the Massachusetts legislature would require utilities to provide customers up-to-date information during power outages.

Approved by the state Senate on February 16, a provision of the bill would require utilities to establish call center services for customers seeking to find out when their power will be restored.

The bill, passed unanimously by the Senate, is a response to delays in the restoration of power after two major storms hit the Bay State last year: Hurricane Irene in August and a freak October snowstorm.

Hundreds of thousands of Massachusetts residents lost power and some waited more than a week for electricity to be restored.

Call center customer service would enable customers to get updated information on anticipated restoration of power.   Customer service call center capabilities also would help customers contact emergency, fire and rescue services.

The legislation, now with the state House of Representatives, also requires a liaison in each community during an emergency response period to be designated.