The New York State Public Service Commission (PSC) has imposed millions of dollars in fines on five utility companies—National Grid, NYSEG, RG&E, Central Hudson, and Liberty Utilities—for failing to meet state-mandated customer service standards. These penalties, called "negative revenue adjustments," will be credited back to customers through future pricing agreements.
National Grid Faces $16.9 Million in Fines
National Grid was hit with the largest penalty due to multiple failures:
- Customer satisfaction surveys fell short: only 72% of residential customers were satisfied (required: 82%), and 69.9% of small/medium commercial customers (required: 78%).
- Call answer rate targets were missed, with calls answered on time only 58.1% of the time, leaving thousands on hold longer than allowed.
- Missed appointments: at least 883 scheduled customer appointments were missed, resulting in over $26,000 in customer credits.
Liberty Utilities Fined $38,744
Liberty Utilities, which acquired St. Lawrence Gas, was penalized for failing to meet customer satisfaction survey targets.
Why This Matters
Utilities provide essential services for public health and the economy. PSC Chair Rory M. Christian emphasized that enforcing consequences ensures utilities prioritize customer experience. If you're a customer of these companies, you may be entitled to credits or refunds. Check your bills or contact the PSC for more information.
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