• Consumers Energy is committed to improving service following the results of a two-year audit
• The audit found that the utility was among the worst in terms of the duration of power outages
• The video shows a spokesperson from a utility company explaining what the company is doing to improve services

Consumers Energy is working to improve its service, including replacing utility poles, in response to the results of an audit that began in 2022.

Results released last month showed the utility ranked in the worst quarter of utility industry measurements for the average duration of power outages during storms and normal weather.

The company released its “reliability roadmap” in September 2023, which outlines the steps the utility is taking to improve service to customers, according to spokesman Brian Wheeler.

“Last year, nearly nine out of 10 customers had power restored in 24 hours or less,” Wheeler said. “Our goal is to achieve 100%.”

The report also found that Consumers Energy takes 10 years to complete its tree removal cycle, while most utilities take four to five years.

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According to the audit, power lines may be more vulnerable to falling trees and branches. Wheeler said the company is working to reduce the backlog within seven years.

The company is working to replace some of its utility poles, some of which the audit shows are 40 years old. Wheeler says the replacement poles will be made of iron, a material that is sturdier than the current wooden poles.

“The first ones are already in operation,” said Wheeler. “(The iron bars) are designed to withstand the harsh weather we see.”

Wheeler estimates Consumers Energy will spend at least $1 billion each year on these repairs, which he says ultimately benefits the customer.

“We know we are making the right investments and upgrades to keep the system strong,” Wheeler said.

The company has until November 15 to respond to the state audit.

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