NYSEG and National Grid face sanctions for failing to meet customer service standards

NEW YORK (WKBW) — The New York State Public Service Commission announced that several New York State electric, gas and water utilities face financial penalties for not having met their annual customer service performance target for 2023.

The commission collectively said the financial penalties or negative revenue adjustments (NRA) totaled $23.5 million.

“Our Bureau of Consumer Services staff conducted a thorough review of the utilities’ successes or failures in meeting their respective customer service performance measures filed as required by each utility’s respective rate plan. Ensuring that utilities operating in New York State maintain good customer service is a top priority for the Commission. The negative rate adjustments announced today represent financial enforcement payments by the company for missing specified customer service measures. »

– Commission Chairman Rory M. Christian

According to the commission, National Grid failed to meet the benchmarks in its small and medium-sized commercial and industrial customer satisfaction survey, resulting in an NRA of $1.2 million. Additionally, NYSEG failed to meet its four respective metrics, resulting in an NRA of $11.4 million.

Below is information from the commission on how to obtain the full report:

“Can be obtained by visiting the Commission Documents section of the Commission’s website at www.dps.ny.gov (dps.ny.gov) and entering docket number 24-M-0057 in the input box labeled “Search Docket/File Number.”