Customer Rights and Responsibilities

Customer Rights

Learn about your rights as a utility customer in New York State.

Residential

The Home Energy Fair Practices Act (HEFPA) established your rights, and your responsibilities, related to our services and billing and payment procedures

These fall into several categories which are explained in Residential Customer Rights. The information covers:

  • Reconnections
  • Deposits
  • Multiple Dwellings
  • Billing and Payment
  • Meter Reading
  • Payment Agreements
  • Special Protections, like medical hardship and life support equipment.

If you receive public assistance, have a medical hardship or a permanent disability, or are over 62, you may qualify for special protections. The Residential Customer Rights guide also includes a Special Protections request form for you to complete and return.

If you have questions about your service or rights, you may contact our representatives Monday - Friday, 8 a.m. - 8 p.m. at 1-800-490-0025. If you need additional assistance, please contact the NYS Department of Public Service, Monday - Friday, 8:30 a.m. - 4 p.m. at 1-800-342-3377.

Commercial

A summary of New York State regulations regarding utility service to non-residential customers can be found in our Commercial Customer Rights pamphlet. It includes procedures regarding:

  • Utility Equipment Inspections
  • Residential Protections Eligibility
  • Service Initiation Charges
  • Applications for Electric Service
  • Security Deposits
  • Termination of Service
  • Bill Payments and Backbilling
  • Meter Reading and Estimated Bills

If you have questions about your service or rights, contact a representative at the Business Solutions Center Monday - Friday, 8 a.m. - 8 p.m. at 1-800-966-4818. If you need additional assistance, please contact the NYS Department of Public Service, Monday - Friday, 8:30 a.m. - 4 p.m. at 1-800-342-3377.