New York's Public Utility Law Project

Thank you, WAMC for having Laurie Wheelock, PULP’s Executive Director and Counsel, on to discuss Central Hudson’s recent rate increase. Listen here:

NY PSC approves limited rate hike for Central Hudson. What does this mean for customers? The New York State Public Service Commission has approved a controversial rate hike for Central Hudson Gas & Electric — but not before dramatically cutting it first.

Update: the deadline for both Emergency HEAP and the Heap Cooling grant have been extended to 7/22 due to today’s Microsoft IT outage.

Central Hudson’s new rates were approved today. Read PULP’s statement here:

PULP DISAPPOINTED BY RATE INCREASE ON CENTRAL HUDSON CUSTOMERS; URGES THE COMPANY TO STAY OUT AND NOT FILE ANOTHER RATE CASE

Customers can expect to pay an additional ~$12 each for electric and gas service starting August 1, 2024

(ALBANY, NY) - Today, the Public Service Commission (“PSC” or “Commission”) granted Central Hudson Gas and Electric Company (“Central Hudson” or the “Company”) a significant delivery rate increase. The approval comes just one month after the announcement of a historic $62.59 million shareholder-funded settlement against the Company for the failed rollout of its new billing system. The Commission’s Order establishes a one-year rate plan but unfortunately, Central Hudson theoretically could file another request as soon as next month. PULP strongly urges the Company to stay out of the rate case process and not file another rate hike request.

“PULP’s message to Central Hudson is short and clear after today’s decision: do not file another rate increase request. Following the massive settlement for the Company’s mismanagement of its billing system, PULP is disappointed by the Company’s receipt of any rate increase. And although the rate hike is less than what the Company originally asked for, it will still result in rates going up for Central Hudson’s customers, many of whom are already struggling to pay their bills,” said Alicia Corp, Supervisor of Direct Services and Counsel of PULP.

Included in the settlement was a $4 million shareholder-funded Customer Benefit Fund, which was used as a whole to moderate these rate increases for the Company’s customers. After additional rate moderation, the one-year rate plan approved by the Commission today granted an increase of delivery revenues by $58 million for electric and $21.2 million for gas, respectively. When factoring in supply costs, the Company will receive revenue increases of 5.5% for its electric services and 7.3% for its gas services, equating to approximately $12 more per month for the average residential electric customer and $12 for gas customers, respectively, starting on August 1, 2024.[1]

“Hudson Valley residents are already overwhelmed with economic challenges, including those exacerbated by the pandemic, escalating living expenses, and runaway housing costs,” added Ms. Corp. “By the Company’s own admission, nearly one-in-four of their customers are 60 days or more behind on their electric or natural gas bills, collectively owing over $130 million. This decision jeopardizes our most vulnerable populations and places them at risk of even greater financial hardships, potentially leading to service interruptions and other severe consequences during an exceptionally hot summer.”

In April 2024, the Company announced a plan to resume collections for residential customers with an unpaid balance of 60-days or more, starting in the Kingston District of the service territory. The Kingston district service area includes Denning, Esopus, Hurley, Kingston, Marbletown, Neversink (Sullivan County), Olive, Rochester, Rosendale, Saugerties, Ulster, Wawarsing, and Woodstock. The Company has indicated that resumption of shutoffs may resume in other districts this summer.

Additionally, this week, the New York State Office of Temporary and Disability Assistance announced that applications for both the Home Energy Assistance Program (“HEAP”) Cooling and Emergency HEAP grant will close tomorrow, Friday July 19, 2024. If a customer is low-income and behind on their Central Hudson bill, PULP strongly urges them to contact their County Department of Social Services for more information about Emergency HEAP and the HEAP Cooling grant.

Lastly, PULP still hears regularly from Central Hudson customers who have concerns about past and current bills. In those instances, we encourage those customers to first discuss their billing concerns with Central Hudson. If a satisfactory resolution cannot be reached, customers have the right to file an inquiry or complaint with the Department of Public Service by calling their hotline at 1-800-342-3377.

# # #

[1] PULP remains concerned about the bill impacts as the rate moderation used in today’s Order will cease following the conclusion of the 1-year rate plan ending in August 2025, potentially leaving customers vulnerable to the full force and effect of today’s decision to raise rates. Without moderation, delivery revenue increases would have been $74.4 million (7.0%) for electric service; and $27.3 million (9.4%) for gas service. See: Order Establishing Rates for Electric and Gas Service, Cases 23-E-0418 et al., at 2 – 3. Available at:

documents.dps.ny.gov

💡
Utility Assistance Alert
from PULP:
Emergency HEAP is now set to close on July 19th as funds are close to depleted. This is sooner than the August 31st target deadline.

PULP will be tabling at Healthier Mamaroneck on Saturday, August 3rd. We hope to see you there!

PULP's offices will be closed Thursday and Friday of this week in observance of Independence Day. We'll reopen on Monday, July 8th.

Help spread the word! This summer, NYS is offering food benefits for children to help purchase eligible food items this summer season. EBT benefits of $120 per eligible child will be issued on an Electronic Benefits Transfer (EBT) card that the family can use just like Supplemental Nutrition Assistance Program (SNAP) benefits to purchase eligible food items at SNAP participating grocery stores, farmers markets, and other retailers.

Learn more here:
https://otda.ny.gov/programs/summer-ebt/

More ConnectALL Grant Opportunities!
Regional and Local Assistance Program
Eligible applicants: New York local governments, counties, municipalities, Tribal Governments, and other government entities or entities created by units of government

The Regional and Local Assistance Program will support government entities with grants or technical assistance to prepare for broadband deployment or other local digital equity initiatives. The program will provide government entities with grant funding for hiring specialized personnel, training, and acquiring tools and resources needed to enhance broadband planning and ex*****on capabilities. Applications are now open in the Consolidated Funding Application Portal. The deadline for applications is July 15, 2024.

Learn more here: https://broadband.ny.gov/connectall-deployment-program-prequalification-application

Central Hudson settlement to cost company up to $64.59 million over billing problems
Shareholders, not customers, will bear the cost of the deal.

KINGSTON, N.Y. – Central Hudson Gas & Electric Corp. shareholders will absorb up to a $64.59 million loss in connection with a settlement favored by the Public Service Commission on Thursday as a result of an investigation into the company’s billing problems.

The agreement was unanimously agreed to by the PSC and includes $8.2 million in costs for the implementation of a monthly matter-reading program.

“Customers rightly expect to receive timely and accurate bills for their utility services,” said Commission Chairman Rory M. Christian in a statement. “Our investigation and prudence review and audit found that Central Hudson wasn’t meeting this basic expectation. As a result of our investigation, the company has made and will continue to take corrective actions to resolve billing problems that have caused many customers great stress and confusion.”

The independent monitor’s report found that “Central Hudson has resolved critical billing issues and reached a stable state,” according to a slide presented at Thursday’s meeting.

Additionally, “The Company could face future foundational issues which should be addressed through strategic changes and personnel enhancements,” a slide presentation showed.

Under the provisions of the agreement:

• Shareholders must pay the more than $35.3 million spent over the last two and a half years to remedy problems with the company’s customer information and billing system.

• Shareholders will pay $4 million to directly benefit customers to be allocated by the Commission.

• The company will not challenge approximately $8.75 million in negative revenue adjustments as a result of missed customer service metrics, largely stemming from the billing system failures.

• Shareholders have incurred more than $8.2 million in costs associated with back-billing credits to customers that were related to the billing system problems. The company continues to be obligated to provide back-billing credits when warranted if future cases arise.

• Shareholders will pay costs incurred and projected to be incurred to implement monthly meter readings (estimated to be $6.3 million).

• Shareholders will pay up to $2 million in additional payments in the event the company does not implement monthly meter readings by October 31, 2024.

Central Hudson responded in a statement after the PSC vote was taken.

“Central Hudson has worked tirelessly to strengthen transparency and to rectify the billing issues our customers experienced due to the implementation of a new billing system,” the statement said. “We’ve hired over 100 new professionals to better assist customers, hosted dozens of community meetings to address concerns directly, ensured affected customers were fully compensated, and rolled out monthly meter readings to largely eliminate bill estimates.”

“As the billing system’s performance has improved and as we have grown our team of customer service professionals, customer service metrics have improved considerably,” the statement said.

The company said the monitor’s report recommendations will be implemented.

“The independent monitor provided a series of recommendations, which we committed to implementing, to ensure Central Hudson’s readiness for future system integrations and any unforeseen challenges,” the utility said.

The PSC noted that their investigation had ended.

“As adopted, the $64.59 million settlement agreement resolves the Department’s ongoing investigation into past billing system failures by the company,” the PSC said in a statement.

The settlement comes after a 123-page report issued by an independent monitor assigned to examine Central Hudson’s billing system and a proposal to end bi-monthly billing estimates.

“ After a thorough review, the monitor found that Central Hudson has resolved critical billing issues and reached a stable state,” the PSC said. “The Department of Public Service (DPS), the staff arm of the Commission, noted that in April of this year, complaints reported to the Department reached its lowest number since the company launched its new billing system, down 88 percent from its high in March of 2022.”

The independent monitor also identified foundational strategic issues that pose a risk to system stability if not properly addressed.

“Through the settlement agreement, Central Hudson will use shareholder money to implement the foundational strategic recommendations of the independent monitor,” the commission said.

The PSC said that while the independent monitor and DPS staff have found that system-wide issues have been addressed “individual billing issues may still be possible (as is the case with any utility billing system), and customers who believe their bills are inaccurate are encouraged to file complaints with the DPS’s Office of Consumer Services.”

As part of the agreement, Central Hudson filed a revision to its monthly meter read plan with a goal of reading the vast majority of customer meters every month by Oct. 31, an acceleration of more than 14 months compared to the company’s initial plans to reach this goal by February 2026.

The settlement incentivizes completion of the meter reading plan by requiring the company to pay an additional $500,000 for each month of delay up to $2 million. If triggered, this incentivization remedy could bring the overall monetary value of the agreement up to $64.59 million.

Central Hudson serves approximately 309,000 electric customers and 84,000 natural gas customers in the Mid-Hudson Valley.

The problems began shortly after the company replaced its 40-year-old customer information system in September 2021. Billing problems with customers began mounting shortly after.

The Department of Public Service’s Office of Investigations and Enforcement began a probe into the billing issues, including delayed bills and overcharges, in April 2022. The agency was swamped with complaints only days after beginning its probe. The utility, meanwhile, was asserting at the time that the billing problems were nearly fixed.

A state report in December 2022 blasted the utility for its billing practices and ordered it to address it.

In January 2023, Central Hudson acknowledged the problems but contested the allegations in the report, a slide from Thursday’s presentation said.

In July 2023, Central Hudson agreed to hire an independent monitor and pay for it and to expedite the monthly meter reading plan.

That ultimately led to monthly meter readings earlier this year. By late summer of 2024, the utility has said that virtually all customers should expect to be transitioned to that meter-reading system.

Some political leaders released statements after the vote on Thursday.

U.S. Rep. Pat Ryan, D-Gardiner, who represents the 18th Congressional District, said the settlement is a boon to ratepayers.

“As your County Executive and your Congressman, but most importantly, as your neighbor and fellow ratepayer, we’ve fought this battle against Central Hudson together for years. I always said we’d never back down until every ratepayer was made whole – today, we finally held them accountable,” Ryan said in an email. “This settlement, paid for solely by shareholders, and including direct relief for ratepayers, is a direct result of collective and relentless advocacy, particularly the tireless efforts of everyone at PULP (Public Utility Law Project). These multi-billion dollar monopolies have more than enough power and profits – today, we returned that power to Hudson Valley families.”

Laurie Wheelock, executive director and counsel for the Public Utility Law Project, said the sentiment was significant.

“Overall, PULP sees this Settlement as significant and a major step forward,” Wheelock said in an email. “It demonstrates accountability, compliance, and the need to monitor the Company to ensure that these principles are respected.”

Assemblymember Sarahana Shrestha, D-Esopus, said the settlement is not enough. Shrestha, who has sponsored a bill for a public takeover of Central Hudson, represents the 103rd Assembly District.

“As welcome as it is, this settlement, however, will do nothing to address underlying problems in an energy system run by corporate monopolies,” said Shrestha said. “Energy should be a public good, and I look forward to working with ratepayers, legislators, and stakeholders across the Central Hudson service territory to chart a path toward a publicly-owned and democratically controlled Hudson Valley Power Authority to replace Central Hudson.”

Ulster County Executive Metzger, who also co-founded and previously directed the utility watchdog, Citizens for Local Power, said the decision “rightly penalizes Fortis/Central Hudson shareholders, including the company’s top management, for the harm inflicted on thousands of residents and small businesses by mismanaging billing and cutting costs for the sake of profit.”

State Sen. Michelle Hinchey, D-Saugerties, said in a statement that “While this ruling forces a systemic change within Central Hudson, it does not change the fact that individual customers have been harmed, with many continuing to face billing problems still today. The process for individuals to seek justice directly with the PSC still stands, and those affected should file independent cases with the Department of Public Service.”

Editor’s note: This story was updated throughout with more information and statements. Laurie Wheelock’s name was misspelled in an earlier version of this story.

Read below for PULP's statement on today's historic $64 million settlement agreement between Central Hudson and the NYS Public Service Commission:

Today, Laurie Wheelock, Executive Director and Counsel of the Public Utility Law Project of New York (“PULP”) issued the following statement in response to the New York Public Service Commission’s announcement regarding the outcome of the Central Hudson Gas and Electric billing system investigation.

“PULP applauds the Commission for their historic assessment of between $62 to $65 million in shareholder-funds from the Company. PULP first began to hear of concerns from customers in the fall of 2021, which led us to call for a thorough investigation. PULP then took decisive action in December 2022 by filing a motion and calling for a prudence review and penalty assessment by the Public Service Commission based on the Company’s widespread billing issues. The Department of Public Service (DPS) staff later issued an investigatory report at the end of 2022, which highlighted the numerous and significant problems with the implementation and roll out of the new customer information system.

Since then, Central Hudson has sought a double-digit rate increase, while the public was left in a state of uncertainty, awaiting resolution and assurance. Today’s settlement announcement is a major step forward to hold the company accountable and rectify the issues that have plagued customers since the fall of 2021. It is important to note that the Company will remain under close scrutiny by the Commission, underscored by the inclusion of a $4 million Customer Benefit Fund and a mandate for monthly meter readings by October 2024, with the possibility for additional penalties.



Additionally, the Settlement Agreement does not resolve ongoing individual customer complaints. PULP still hears regularly from Central Hudson customers who have concerns about past and current bills. In those instances, we encourage those customers to first discuss their billing concerns with Central Hudson. If a satisfactory resolution cannot be reached, customers have the right to file an inquiry or complaint with the Department of Public Service by calling their hotline at 1-800-342-3377.



Along with the Commission, PULP also thanks the Department of Public Service Staff who investigated Central Hudson and through their work, were able to reach today’s Settlement Agreement. PULP also thanks all of the elected officials, community-based organizations, and individual customers whose stories and efforts were important in helping the Department and Commission see evidence of what customers have been experiencing. PULP will continue to monitor these developments closely and ensure that the principles of accountability and compliance are upheld.”


# # #

Rockland County: friendly reminder that 1pm today is the public statement hearing in the Orange and Rockland Rate case. Learn how to participate below:

DATE: TUESDAY, JUNE 18, 2024

TIME: 1:00 P.M.

LOCATION:

Allison-Parris County Government Building

11 New Hempstead Road

New City, NY 10956
https://dps.ny.gov/news/person-public-statement-hearings-set-regarding-proposed-changes-orange-rocklands-electric-and?fbclid=IwZXh0bgNhZW0CMTAAAR3n9xH9KaF928DggvZvBSEab_JJLKYol8ciz3oZ1xh-dXL6aJvuLy99_4M_aem_KTyU2lNY-KnDdHahwfHr0g

With extreme heat expected across New York this week, take a moment to look into the HEAP Cooling Grant.

HEAP Cooling Assistance applications are being accepted now. The program covers the cost of an AC unit, or fan, and installation for low-income New Yorkers at high risk for heat-related illness.

Learn more here:

Home Energy Assistance Program (HEAP) The Home Energy Assistance Program (HEAP) can help eligible New Yorkers heat and cool their homes.

Now Open: Applications Open for 3
ConnectALL Programs This Week
Regional and Local Assistance Program

Eligible applicants: New York local governments, counties, municipalities, Tribal Governments, and other government entities or entities created by units of government

The Regional and Local Assistance Program will support government entities with grants or technical assistance to prepare for broadband deployment or other local digital equity initiatives. The program will provide government entities with grant funding for hiring specialized personnel, training, and acquiring tools and resources needed to enhance broadband planning and ex*****on capabilities. Applications are now open in the Consolidated Funding Application Portal. The deadline for applications is July 15, 2024.

https://broadband.ny.gov/regional-and-local-assistance

Reminder to O&R customers! Today is the start of public statement hearings on the rate case. Information below:

DATE: MONDAY, JUNE 17, 2024

TIME: 1:00 P.M. and 6:00 P.M.

LOCATION:

Middletown City Hall

16 James Street

Middletown, NY 10940

https://dps.ny.gov/news/person-public-statement-hearings-set-regarding-proposed-changes-orange-rocklands-electric-and?fbclid=IwZXh0bgNhZW0CMTEAAR06aKhrivn2xOXLl1HDN3gsiZ8s_oNaXNPEBJ5gBIY0eYEWU_NbATXcwqk_aem_ZmFrZWR1bW15MTZieXRlcw

This week Gothamist spoke with PULP's Executive Director Laurie Wheelock who alerts NYers that there could be three different utility rate increases coming their way in the upcoming months: Con Edison, National Grid, and NYC DEP water. Read more here:

Trifecta of NYC utility hikes could bring double-digit increases: What to know Three utility bill increases will take roughly $53 more a month from the average New Yorker's pocket.

Sharing! The New York State Department of Public Service will be holding public statement hearings next week in the Orange & Rockland rate case. Learn more below:

In-Person Public Statement Hearings Set Regarding Proposed Changes in Orange & Rockland’s Electric and Gas Delivery Rates Three in-person public statement hearings beginning Monday, June 17, and Tuesday, June 18, 2024

ConnectALL has published application guidelines for more than $11 million for three programs that will advance strategic digital equity and broadband deployment initiatives across the state. The Consolidated Funding Application portal for each will launch later this month. See the program pages on the ConnectALL website, linked below, for more information.
Read the Press Release.


ConnectALL Deployment Program Prequalification Application

The Prequalification Application ("Prequalification") is for Internet Service Providers to participate in the ConnectALL Deployment Program to serve the remaining unserved locations in the State. The objective of Prequalification is to establish the threshold qualifications of prospective Eligible Applicants ahead of the release of the ConnectALL Deployment Program Request for Applications in Fall 2024. Prequalification Applications open in the Consolidated Funding Application Portal June 21, 2024.

Learn more about the ConnectALL Deployment Program
Register for the Prequalification Information Session on June 26, 2024
Regional and Local Assistance Program

Eligible applicants: New York local governments, counties, municipalities, Tribal Governments, and other government entities or entities created by units of government

The Regional and Local Assistance Program will support government entities with grants or technical assistance to prepare for broadband deployment or other local digital equity initiatives. The program will provide government entities with grant funding for hiring specialized personnel, training, and acquiring tools and resources needed to enhance broadband planning and ex*****on capabilities. Applications will open in the Consolidated Funding Application Portal June 17, 2024.

Visit the Regional and Local Assistance Program Page
Register for the Regional and Local Assistance Program Request for Applications Information Session on June 25, 2024
Digital Equity Technical Assistance Fund

Eligible applicants: Nonprofit organizations

The Digital Equity Technical Assistance Fund will support nonprofit organizations in their efforts to bridge the digital divide with funding for targeted technical assistance. The Fund aims to support the development of strategies to advance digital inclusion, digital literacy, and access to broadband services. Applications will open in the Consolidated Funding Application Portal June 17, 2024.
Visit the Digital Equity Technical Assistance Fund Page
Register for the Digital Equity Technical Assistance Fund Request for Applications Information Session on:
June 24, 2024; or
June 27, 2024

What to Do now that ACP Has Ended
With the Affordable Connectivity Program (“ACP”) ending as of April 2024, it's important to stay informed and proactive to ensure your internet service continues uninterrupted and at the best possible rate. Here are some steps you can take:

1. Keep All Correspondence: Save all written notices and communications from your Internet Service Provider (ISP) regarding your ACP benefits and any changes to your service or billing.

2. Compare Prices and Plans: Use tools like the FCC's Broadband Map (https://broadbandmap.fcc.gov/home) or websites like AllConnect (https://www.allconnect.com/internet) to compare internet plans and prices available in your area.

3. Understand Your Rights: Remember, your ISP cannot charge you a termination fee if you decide to switch providers or plans, terminate your service for non-payment without a 90-day notice from the payment due date, or prevent you from switching to a different ISP or canceling your service.

4. File a Complaint if Necessary: If you face issues such as being prevented from changing ISPs or being charged fees for canceling service, you can make a complaint to the FCC. Call 1-888-CALL-FCC (1-888-225-5322), ASL: 1-844-432-2275, or visit https://consumercomplaints.fcc.gov/hc/en-us to file a complaint online. If you are in NYC, you can file a complaint with 311.

5. Consider Other Programs: Check if you qualify for other subsidy programs like Lifeline. Visit https://www.lifelinesupport.org/ to learn more and apply. English and Spanish applications are available.

6. Seek Local Assistance: If you need help understanding your options or filing complaints, local community organizations might be able to offer assistance.

7. Watch out for introductory offers or hidden fees: ISPs sometimes offer cheaper promotional offers or add hidden fees onto their plans, so be sure to check the new broadband “nutrition labels” when considering a plan. These new labels are on ISP websites, as well as in stores.
Navigating Questions with Your ISP
When you contact your ISP to discuss your current plan or a new one, here are some important questions to ask:

1. About the Plan:
• Is this plan considered promotional, and what will the cost be after the promotion ends?
• What are the terms and conditions associated with this plan?

2. About Billing:
• How will my bill change once the ACP subsidy ends?
• Are there other discounts or subsidy programs I might qualify for?

3. About Service:
• What happens if I'm unable to pay my bill on time?
• What level of tech support and maintenance can I expect for any devices provided?

4. Regarding Changes:
• Can I change my service plan or switch to a different ISP without penalties?
• What charges apply if I decide to upgrade or downgrade my service?

Tips for Communicating with ISPs
• Be Clear and Concise: Clearly state your needs and concerns without getting sidetracked by sales pitches.
• Document Everything: Keep records of all interactions with your ISP, including names, dates, and details of conversations.
• Ask for Clarifications: Don't hesitate to ask for detailed explanations if you do not understand part of your service agreement or charges.
• Negotiate: Remember that many ISPs are willing to offer discounts or better terms to retain customers, especially if you mention considering other providers.

Additional Resources
• National Digital Inclusion Alliance: Offers resources on finding affordable internet service and digital literacy programs. Visit https://www.digitalinclusion.org.
• Local Libraries: Many libraries provide free access to computers and the internet, as well as workshops on digital skills.

Thank you, Capitol Pressroom for having Laurie Wheelock, PULP’s Executive Director, on the show to explore how to make the work of the Public Service Commission more accessible and comprehensible.

Understanding the work of New York's utility regulator April 24, 2024 - The state's Public Service Commission has a very important role, but do New Yorker understand what's going on? We explore how to make the work of the state regulator more accessible and comprehensible with Laurie Wheelock, executive director of the Public Utility Law Project of New

Know Your Utility Rights: Central Hudson Customers!

Starting this week, Central Hudson is resuming the release of Final Termination Notices in their Kingston District, to residential customers who have unpaid balances greater than two months past due. The Kingston District service area includes Denning, Esopus, Hurley, Kingston, Marbletown, Neversink (Sullivan County), Olive, Rochester, Rosendale, Saugerties, Ulster, Wawarsing, and Woodstock.

Over the next few days and weeks, PULP will share information with the public to help you plan. Today's post is focused on how to plan for the potential receipt of a final disconnection notice:

Step 1: Contact Central Hudson if you believe that you're behind on your bill by two months or more and currently have questions or concerns about your account. You can visit https://www.cenhud.com/en/customer-service/contact-us/

Step 2: Keep an eye out for your next bill. When it arrives, check to see if a Final Termination Notice is included. If you're unsure of when your next bill will arrive, you can contact the Company and ask them.

Step 3: If you receive a Final Termination Notice, contact the Company immediately. They should offer you a deferred payment agreement to help pay what you owe back over time. If they offer you a payment agreement that is not financially possible, or you are concerned the terms are too high and it is likely something that you'll break, explain and ask for a more affordable option.

Step 4: If you are unable to reach a satisfactory resolution with Central Hudson, you have the right to file a Complaint or Inquiry with the NYS Department of Public Service. This includes unsatisfactory efforts to obtain a payment agreement and concerns as to whether or not your balance and bill are accurate.

Step 5: Complaints and inquiries can be filed by calling 800-342-3377 or by filing online at: https://dps.ny.gov/file-complaint

Step 6: You will receive a complaint number. If you do not hear from the Company, or if you do hear from the Company after filing your complaint and you're still unable to reach a resolution, contact the Department of Public Service again to update your complaint by calling 800-342-3377 or by updating your complaint online at: https://dps.ny.gov/file-complaint

Step 7: If you are low-income, contact your County Department of Social Services and tell them that you have received a Final Termination Notice. You may qualify for utility related financial assistance such as Emergency HEAP and Emergency Energy Assistance. Ulster Co. DSS: (845) 334-5436 (8AM-5PM), Sullivan Co. DSS: 845-807-0142 (8AM-5PM).