The New York State Department of Public Service (DPS) and the DPS Consumer Advocate, will hold a virtual public forum on Tuesday, January 31, and in-person public forums on Wednesday, February 1, Tuesday, February 7, and Wednesday, February 8, 2023, to receive public comments regarding alleged delayed or erroneous billing, delayed or inaccurate meter reading, and customer service problems affecting customers of New York State Electric & Gas Corporation (NYSEG) and/or Rochester Gas & Electric Corporation (RG&E) (the companies). Comments submitted will become part of the official record for this matter.
To monitor utility performance, DPS staff tracks utility customer service metrics and compiles monthly complaint statistics. DPS staff has observed a significant increase in complaints against the companies and a deterioration in the companies’ customer service performance metrics in 2022 and especially since August 2022. Among other issues, customers have reported high, inaccurate, or delayed bills, which they assert are inordinately based on estimated meter readings. These problems have been compounded by the inability of customers to reach the companies’ customer service representatives by telephone without substantial delay. As a result of the clear indications of unusual amounts of complaint activity and delayed responses to customers and consumer complaints, DPS staff and the DPS Consumer Advocate will hold in-person and virtual forums in multiple locations in the companies’ service territories to gather information about these issues directly from customers.