State regulators holding public hearing on RG&E billing and customer service issues

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ROCHESTER, N.Y. — After a year-long News10NBC investigation, New York State regulators will come to Rochester to hear from frustrated RG&E customers. 

If you’re one of the thousands of people who have run into billing and customer service issues with RG&E or NYSEG, investigators from the New York State Department of Public Service want to hear from you. 

The NYSDPS will hold the public hearings in Rochester on Tuesday, February 7 from 1-3 p.m. and 6-8 p.m. at Rochester City Hall in Council Chambers. 

They will also hold public comment sessions in Binghamton on Wednesday, February 8 from 1-3 p.m. or 6-8 p.m. at the Binghamton State Office Building, First Floor Conference Room and in Somers on February 1 from 1-3 p.m. or 5:30-7:30 p.m. at the Heritage Hills Society.

For customers who are unable to appear in person, there are also two virtual public meeting opportunities to provide your comments. Both are being held on Tuesday, Jan. 31st. Information on how to sign up to speak is below:

  1. VIRTUAL: Date: Tuesday, January 31, 2023 
  • Time: 1:00 p.m. Electronic Access: 
  • Event number: 2343 229 4895 
  • Event password: Jan31-1pm 
  • Phone-only Access: 518-549-0050 
  • Access code: 2343 229 4895 
  1. Date: Monday, January 31, 2023 
  • Time: 6:00 p.m. Electronic Access: 
  • Event number: 2333 158 8627
  • Event password: Jan31-6pm 
  • Phone-only Access: 518-549-0050 
  • Access code: 2333 158 8627 

Any person wishing to provide public comment on the record at the virtual forums must pre-register by noon on January 30, 2023. To register electronically: Participants who would like to provide comment and will log in to a virtual forum electronically may register at and then click “Join A Meeting” at the top right-hand corner of the screen and enter the appropriate event number listed above and provide all requested information. To register by phone: Any participant who is unable to participate electronically may participate by phone.

Call-in participants wishing to provide a statement must register to do so in advance by calling 1-800-342-3330 and providing the requested information. On the date and time of the virtual forums, electronic participants should visit and enter the MATTER 23-00068 -5- appropriate event login number.

All call-in users should dial 518-549-0500 and enter the relevant access code listed above. Persons with disabilities requiring special accommodations should call the DPS’ Human Resources Management Office at (518)474-2520 as soon as possible.

TDD users may request a sign language interpreter by placing a call through the New York Relay Service at 711. Individuals that may need a language accommodation are encouraged to call the Department at 1-800-342-3377 for free language assistance services regarding this notice.

Other Ways to Comment: For those who cannot attend or prefer not to speak at a public forum, there are several other ways to provide your comments. Comments should refer to Matter 23-00068, NYSEG/RG&E Billing Investigation. Via Internet or mail: The Department of Public Service will launch a dedicated comment form on by January 31, 2023.

Alternatively, comments may be mailed to Hon. Michelle L. Phillips, Secretary, New York State Department of Public Service, 3 Empire State Plaza, Albany, New York 12223- 1350. All written comments will become part of the record considered by the Commission in this matter and may be accessed on the Department’s website in Matter 23-00068.

Toll-free Opinion Line: Comments may be submitted by calling the Department of Public Service’s Opinion Line at 1- 800-335-2120. This number is designed to take comments about pending matters from in-state callers 24 hours a day.

These comments are not transcribed verbatim, but a summary is provided to the Commission. MATTER 23-00068 -6- Filing a Consumer Complaint If you wish to file a complaint about your utility service, you may contact DPS at, 1- 800-342-3377 (Monday – Friday, 8:30 a.m. – 4:00 p.m.) or by writing to Office of Consumer Services, 3 Empire State Plaza, 4th Floor, Albany, New York 12223. Please include as much information as possible with your complaint.

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