RG&E resumes collections process for unpaid energy bills. What you need to know

Rochester Gas & Electric (RG&E) and New York State Electric & Gas (NYSEG) are providing assistance to customers with unpaid energy bills as COVID-related and winter season pauses come to an end.

The utilities, which are owned by multinational company Avangrid, will be resuming their collections process in compliance with New York State law, according to company officials. Customers with unpaid bills are encouraged to contact the utilities to inquire about assistance and options.

To assist residents and businesses impacted by the COVID-19 pandemic, the utilities implemented an Electric and Gas Bill Relief Program in 2022, approved by the New York State Public Service Commission (PSC). Eligible New Yorkers had their past-due bill balances reduced through a one-time bill credit. In addition, one-time bill credits were issued to qualified residential and small business customers through May 1, 2022, which deducted $1,250 from customer accounts at NYSEG and $1,500 from customer accounts at RG&E.

Customers in arrears will receive multiple communications from the utilities in advance of a disconnection. These contacts will include a bill, a reminder notice or phone call, a termination notice with an additional payment period, an additional call, and then an in-person field visit to the residence to collect or shut off service.

Both utilities also offer deferred payment agreements and other assistance for eligible customers. Contact NYSEG at 888-315-1755 or RG&E at 877-266-3492 for more information, or visit their respective websites.

"Having unpaid bills is stressful, but financial help is available if people take some very simple steps, starting by contacting us," said Theresa VanBrooker, vice president of customer service at NYSEG and RG&E.