NYSEG and RG&E Remind Customers Help Is Available After Winter Heating Season

New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) are encouraging customers who may need extra support to explore financial assistance programs available at this time as winter heating protections conclude. Customers who need help with unpaid bills are urged to reach out as soon as possible so the Companies’ customer care team can help identify solutions to keep service connected.

“We want customers to know we’re here to help and where to get that help,” said NYSEG and RG&E Vice President of Customer Service Christine Alexander. “We understand that some families may be experiencing financial challenges. We encourage customers to visit our website or contact our Customer Service team with any questions about their bill and to learn about support programs and payment options available.”

Customers behind on their bills receive several supportive outreach attempts long before any service interruption is considered. Financial difficulties can arise for many reasons, and NYSEG’s and RG&E’s goal is always to give customers the time, information, and assistance they need to stay connected.

As part of this process, the Companies provide multiple notifications, including bill messages, reminder notices, or phone calls, followed by a termination notice that offers an additional payment period. NYSEG and RG&E also conduct an in-person visit to the residence to discuss options and collect payment to prevent disconnection. These measures are required by the New York State Public Service Commission and are intended to provide customers with significant advanced warning before any disconnection occurs.

NYSEG and RG&E offer a variety of financial assistance options. Customers may qualify for additional bill credits, including the Energy Affordability Program (EAP) and Enhanced Energy Affordability Program (EEAP).

For more information on bill assistance programs, please visit www.nyseg.com/helpwithbill or www.rge.com/helpwithbill. Customers are also encouraged to contact customer service at 800.572.1111 (NYSEG) or 800.743.2110 (RG&E) to learn about other bill relief options.