The Department of Public Service provides a variety of services to protect and assist utility customers. Its Office of Consumer Services assists consumers in resolving disputes with utilities. The Department’s Office of Consumer Policy addresses consumer policy matters of concern to the Commission, including those issues raised in rate cases and proceedings, such as low-income programs, service quality, Smart Grid, retail competition, economic development, and other policy-related development. This office is also responsible for outreach and education, metering, submetering, and consumer advocacy.
The Office of Consumer Policy maintains the www.AskPSC.com web site with information on how to participate in Department proceedings, consumer assistance programs, shopping for your energy service and tips on saving energy and reducing your utility bills.
Together, these offices ensure that the utility companies regulated by the Public Service Commission are responsive to the needs and concerns of individual consumers and to the public.
The Office of Consumer Services provides direct and timely assistance to consumers in resolving disputes with utilities. The Office also provides statistical information with regard to customer complaints and analyzes customer concerns and brings them to the attention of the Commission. There are several ways that consumers can contact the Department with complaints, inquiries or comments about their utility service:
- On-line: You can file a complaint or review complaint statistics comment on Commission proceedings, or Ask-A-Question about your utility service
- By Telephone: Helpline (general complaints and inquiries): 1-800-342-3377 (8:30 am - 4:00 pm) Competitive Energy Hotline complaints about Energy Service Companies: 888-697-7728 (8:30 am - 4:00 pm) Hotline for terminations of gas or electric service: 800-342-3355 (7:30 am - 7:30 pm)
- By Mail: Office of Consumer Services, NYS Department of Public Service, 3 Empire State Plaza, Albany, NY 12223
Information regarding filing a complaint about your utility service, complaint determinations and Complaint Statistics.