RG&E shows up when it matters most

We understand that comprehending the structure of a company like ours can be difficult. As an investor-owned utility, a concept that came about during a period of massive deregulation in the U.S., we operate a vast infrastructure within a framework of strict state regulation, designed to deliver safe and reliable electric and natural gas service to customers. For the most part, we do not generate electricity or natural gas—we stick to owning and maintaining the systems that deliver them to every household and business in about 40 percent of Upstate New York.

Customer billing concerns are a priority year-round, but they become especially pronounced during periods of higher usage—typically in the coldest winter and hottest summer months. During the most recent winter, several factors contributed to higher-than-usual bills. Supply prices, which are unregulated and not controlled by RG&E, NYSEG, or any other utility, were high due to prolonged colder weather and increased demand. We do not profit from supply costs—but we are required to pass these costs through to customers. Additionally, temperatures across New York State were consistently colder than the seasonal average from December through February. When temperatures are low, it causes customers to use more energy and results in higher bills. This when our commitment to our customers matters most.

Showing up during bill spikes means standing with our customers and stepping in to help. We provided a range of support options to ease the impact, including monthly bill credits through the Energy Assistance Program, Budget Billing to spread costs across the year, and deferred payment plans for customers having financial difficulties. Income-eligible households also received federal support through the Home Energy Assistance Program (HEAP), which offers seasonal and emergency grants to help cover energy expenses.

Showing up means keeping you informed. We encourage customers to keep a close eye on their bills year-round—and this is even more important during extreme weather and when energy supply costs increase. In response to last winter, we developed a new bill explainer designed to help clarify what part your bill goes to RG&E to maintain the system and serve you, what portion goes to supply costs, and the part that collects the costs driven by government policy, programs and market conditions. We are not stopping with just explaining the charges, we know that a well-informed customer can better understand their bill. Any customers with questions on their bill should contact us directly. Assistance programs are available, and our team is ready to guide you through your options.

Showing up also means preparing you for what’s ahead. While the current mild weather offers a brief reprieve, another seasonal uptick is approaching. The Public Service Commission (PSC) has issued its summer forecast, projecting that supply costs from June through September will average approximately 6.5% higher than last summer. Hot and humid conditions increase energy use as air conditioners, dehumidifiers, and pool equipment all run more frequently. At RG&E, we are committed to helping you manage both short-and-long-term energy needs. We offer a variety of energy efficiency programs and financial incentives designed to help you reduce usage and lower costs, saving you money. Additionally, our Energy Manager tool, available online and at no cost, empowers you to track and better understand your personal energy usage. Our Smart Meters can provide monthly bills based on actual (not estimated) energy use, and are now combined with new Usage Alerts to provide text and email notifications about your energy consumption, allowing you to further manage your bills.

Showing up means investing in the future. Since 2023, RG&E and NYSEG have invested $582 million to complete 256 major projects across New York State. By 2030, we will invest up to $7 billion to strengthen and modernize the power grid, to meet growing demands and withstand increasingly frequent severe weather events.

Showing up means always striving to do better. At RG&E and NYSEG, we are consistently working to enhance the customer experience, and recent progress reports submitted to the PSC reflect that effort. In the most recent reporting period, both companies exceeded the PSC’s benchmark of answering at least 70 percent of customer calls within 30 seconds. This marks a significant improvement from the 40–50 percent range observed in the months following the COVID-19 pandemic. Collectively, RG&E and NYSEG have issued 4.4 million bills through the first quarter of 2025 with less than one percent requiring adjustments, a strong indicator of billing accuracy and operation efficiency. Perhaps most importantly, our customers are recognizing these improvements. Both RG&E and NYSEG achieved customer satisfaction scores exceeding 84 percent, representing a notable improvement over previous reporting periods. To maintain and build on this progress, our call centers continue to invest in training for both new and existing representatives to ensure they are equipped to deliver the highest level of service.

At RG&E and NYSEG, we know that trust must be earned—and we never take yours for granted. From investing in infrastructure, to providing assistance for those who need it most, to continuously improving our service, our commitment is clear—we work every day to serve you with reliability, transparency, and care. You may not have chosen us—but we choose, every day, to serve you with excellence.

Patrick Fox
Senior director of energy services
RG&E and NYSEG

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