Relates to complaint handling procedures for customers of public utilities

• Democratic10

◆ The sponsor's argument

Why Leroy Comrie says this is needed

This legislation adds the necessary guidance and teeth to the existing procedure for resolving all consumer complaints against utilities, which almost always center around disputed billing charges. Even though New York State Department of Public Service has announced that it will imme- diately work with utilities across the state to ensure any customers affected by COVID-19 will not lose power or heat due to financial hard ship, the reality is that consumer issues with utilities have existed long before COVID-19 and has only worsened during the pandemic. By refusing to repay customers as well as failing to even acknowledge consumer billing complaints, utilities are acting contrary to the collective public interest at a time when consumers desperately need financial assistance. Just as utility customers deserve the assurance of continuity of essen- tial electric and gas service during the coronavirus pandemic, they also deserve any money that is rightfully owed to them by the utilities during this time of unprecedented financial hardship throughout the state. Wrongfully withholding hundreds of millions in customer money, or simply not responding to consumer complaints within a reasonable amount of time, adds to the pain of financial hardship already facing so many New Yorkers. The current process lacks actual and enforceable timelines, due process, clear evidentiary standards and penalties for willful non-compliance on the part of utilities. The absence of any clear guideposts on procedure and lack of consequences for flouting compliance make this legislation necessary, as in practice, large utilities simply ignore the legitimate complaints of consumers and other smaller, vulnerable entities such as small businesses and nonprofits.

This is the sponsor's own case for the bill, quoted from their memorandum. It is not Agora's description of what the bill does.