In addition to making payments at the utility offices, customers make written applications in situations for service where that can be required, negotiate repayment agreements to avoid imminent termination, and lodge customer service inquiries and complaints.
13. (a) Every gas corporation or electric corporation furnishing utility services shall provide the following call center customer assistance receiving inquiries on: customer financial responsibility; receiving requests to initiate or terminate service; receiving requests for emergency services; determining deposit required or billing rate; receiving meter and service orders and access to meter requests; explaining company rates, regulations, policies, procedures, and common practices; initiating trouble order forms and high bill investigations; handling payment and other credit arrangements such as obtaining deposits, financial statements and payment plans; and referring customers to social service agencies and other assistance programs.
(b) No gas or electric corporation shall close a call center or other facility providing the customer assistance set forth in paragraph (a) of this subdivision or relocate such customer assistance to another area of New York state or outside of New York state without notice and hearing before the commission. (c) This subdivision shall not apply to the collection of debt where by utility company policy such debt is directed to a collection agency or similar service companies.
On December 12, 2013, The PSC put the case on its "consent agenda" for its December 19, 2013 meeting.