Vermont public service officials tell committee H.11 codifies existing work but raises technical, equity concerns

Hunter Thompson, director of telecommunications at the Vermont Department of Public Service, told the House Energy and Digital Infrastructure Committee on Feb. 13 that the department already receives and resolves many consumer broadband and telephone complaints and that H.11 largely "codifies work we're already doing." Thompson said the department is "not opposed" to H.11 but questioned whether the bill is necessary.

The committee heard detailed examples of the department's complaint work and technical concerns that members said will affect the bill's drafting. Thompson described consumer complaints ranging from fiber cable left across lawns to disputes over number transfers, and said the department routes complaints through its Consumer Assistance and Public Information (CAPI) division to specialists who work to resolve issues with providers.

"Our soft authority allowed us to resolve the majority of these issues," Thompson said. He explained the complaint intake methods: a hotline, a web form, referrals from the attorney general's office and referrals from the Vermont Community Broadband Board, and said CAPI aggregates complaints into a tracking system and forwards complex issues to subject-matter staff.

Why the bill matters: Committee members said H.11 would create…