A state audit has uncovered major operational and customer service issues at NYSEG and RG&E, prompting calls for reform and potential penalties.
The review cited nearly 130 concerns, including poor asset management, billing inaccuracies, and delayed gas leak responses. Regulators also flagged misleading customer service metrics and long-term reliance on estimated meter readings. Community advocates criticized the companies for sending local dollars to a foreign-owned parent company.
In response, the utilities defended their record, citing recent staffing increases and improved service times. They must formally address the violations by June 9 and submit a corrective action plan by June 18.
FingerLakes1.com is the region’s leading all-digital news publication. The company was founded in 1998 and has been keeping residents informed for more than two decades. Have a lead? Send it to [email protected].