65-407-320 Me. Code R. § 9
Each T&D Utility annually shall contract with a third party not affiliated with the T&D Utility to randomly survey a statistically valid sample of customers who have contacted the utility with a report, request, inquiry, complaint, or request for work. The purpose of the survey is to assess the level of customer satisfaction with the utility's response. Surveys will be conducted by email, follow-up cards sent through the U.S. Postal Service, or via a phone call. The unaffiliated, third-party contractor will process completed surveys and report results. The administrative process and question format for the survey will be established by Commission Order. The utility may add more questions to the list of prescribed questions.
65-407 C.M.R. ch. 320, § 9