by Vermont Auditor of Accounts Doug Hoffer Last summer I was walking back to my car after a round of golf when someone in the parking lot called out to me. “Hey, Hoffer, why don’t you ever tell us when something is going well?!?”
In my 13 years as State Auditor it’s a sentiment that comes up from time to time, mostly because news coverage generally focuses on the mistakes and errors and performance shortcomings unearthed by our audits. If an agency we review has done superbly nine out of ten times, it’s the one instance that didn’t go well that attracts attention.
Every day, though, State employees perform a wide variety of tasks in service to Vermonters at a high level, and our audits reveal that. I want to share two recent examples.
We recently completed two audits as part of a three-part series exploring how well State government responds to Vermonters’ complaints. Vermonters often turn to State agencies when they need help. We wanted to know if they are well-served.
One audit examined the Department of Financial Regulation’s (DFR) handling of consumer insurance complaints. Vermonters purchase a variety of insurance products, including auto, homeowners, health, and travel. DFR is responsible for supervising insurance companies and insurance agents, which includes protecting consumers against unfair and unconscionable practices.
Vermont policyholders who have a problem with an insurance company can contact DFR’s Insurance Division and file a complaint, which is handled by its consumer services unit. Examples of complaints are disputes about whether and how much a policyholder is owed on a claim or insurance cancellations. Between January 1, 2022, and December 31, 2024, consumers submitted nearly 1,200 complaints to DFR’s Insurance Division.
The other audit examined the Department of Public Service’s handling of consumer utility complaints. Consumers who have an issue with the actions of or a service provided by a public utility can file a complaint with the Department’s Consumer Affairs and Public Information Division (CAPI). CAPI staff help consumers resolve conflicts with their utility, educate consumers about the rights they have under utility regulations, and facilitate communication between consumers and their utility providers.
The stakes are high for Vermonters seeking help from both departments. Insurance policies, which protect people from financial calamity, have to be honored by both the company and the policyholder, but many consumers struggle to know if they’re getting a fair resolution because of the gauntlet of fine print. And public utilities provide essential services such as heat, water, and electricity to Vermonters. When these services are disconnected or threatened for any reason, it can literally mean someone’s basic needs are not being met or are in jeopardy. Clearly, State government wants to excel in these vital areas of public service.
What did we find?
In both cases, we found that department staff are quick to respond to Vermonters who ask for help, and they handle cases professionally until they reach a resolution. Many Vermonters receive financial benefits from the support provided by DFR and CAPI staff, while others learn valuable information about their rights and options. In short, we determined that both departments are doing a great job.
Our audits did include recommendations, but we view them as ways to enhance the good work being done by raising the performance bar a little higher still.
I want to thank my team of auditors for their work on these audits, and the department staff who worked with them.
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