Consumer Rights and Responsibilities



The Office of Consumer Services provides direct and timely assistance to consumers in resolving disputes with utilities. The Home Energy Fair Practices Act (HEFPA) provides residential energy customers with comprehensive protections in areas such as application for service, customer billing, and payment and complaint procedures. The Department’s HEFPA Consumer Guide describes the highlights of those rules related to:
    • Application for Service
    • Billing
    • Deposits
    • Service Termination
    • Special Protections
      • Medical Emergencies
      • Medical Emergencies-Life Support Systems
      • Elderly, Blind or Disabled
      • Cold Weather Protections
    • Deferred Payments Agreements
    • Third Party Notifications
    • Shared Meter Conditions
    • Delayed Billing
    • Late Payment Charges
    • Complaints
    *For PSEG LI consumers, DPS follows the Consumer Complaint Procedures outlined in the Long Island Power Authority’s (LIPA) Tariff for Electric Service

You may also download the HEFPA Brochure for a comprehensive understanding of your rights and responsibilities.