Rochester Gas & Electric is facing nearly $10 million in penalties after failing to meet New York State’s customer service standards. The state Public Service Commission cited issues with complaint rates and customer satisfaction for 2024.
While RG&E met call response and billing goals, the utility fell short in other key metrics. Christine Alexander, VP at parent company Avangrid, acknowledged the shortfalls but emphasized year-over-year improvements since 2022. She also pointed to high customer debt—over $100 million—as a major challenge.
Despite the penalties, the utility says it’s committed to better service, citing new smart meters, tech upgrades, and more call center staff.
RG&E representatives were recently on Connections with Evan Dawson on WXXI discussing a state audit and related issues. Listen to the entire conversation below.
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