That's just one line item on the bill.

It's a very good sign. The purpose of this (scorecard) is for the companies to improve their customer service. The fewer complaints, the better job they are doing.

The results show that tracking how the utility companies provide customer service and publishing this is having a positive effect. We can see the utility companies are making strides to improve their customer service by the number of complaints we are getting.

It's such a huge increase so we found a way to mitigate in the first few months. Most people heat with fossil fuels, and those are going up. We felt mitigating this during the heating season was the best thing to do.

The net effect on the bill is that it would be up by about 22 percent.

(On Baron von Blixen:)

Six feet of amiable Swede and, to my knowledge, the toughest, most durable White Hunter ever to snicker at the fanfare of safari or to shoot a charging buffalo between the eyes while debating whether his sundown drink will be gin or whisky.