The New York State Public Service Commission regulates electric, natural gas, steam, water and telecommunications utilities across New York. Its consumer hotline and online complaint system are run by the Department of Public Service, the commission's staff arm. For most household utility disputes in the state, this is the escalation route that carries real weight.
What the PSC handles
- Billing disputes with investor-owned electric and gas utilities, including Con Edison, National Grid, NYSEG, RG&E and Orange & Rockland.
- Service quality, outages, estimated bills, deposits and payment agreements.
- Water service from regulated private water companies.
- Landline telephone service and certain competitive energy supplier issues.
- Complaints about marketers and energy service companies that sell in the regulated market.
What it does not handle
The PSC does not regulate municipal utilities, the Long Island Power Authority or the New York Power Authority in the same way it regulates investor-owned companies. Cable television and broadband quality complaints usually go to the local franchise authority or the state's consumer protection office. The PSC also cannot order a utility to forgive a debt simply because you disagree with it; you need evidence that a rule or tariff was applied wrongly.
Filing a complaint
Contact the utility first and open a formal complaint with its customer service team. Ask for a complaint reference and a written response. If that does not resolve the issue, call the Department of Public Service helpline or use its online complaint form. Have your account number, the service address, the dates of the problem and a short description of the remedy you want.
The utility must answer the PSC complaint, and the department's consumer advocates review the exchange. Many cases close with a corrected bill, a new meter test, a payment plan or a repair order. If the facts are disputed, the case can move to a more formal review. Keep every letter and screenshot: the commission's staff work from the documents you provide, not from a summary of a phone call.
Getting a better outcome
State the remedy precisely. "Fix the bill" is weaker than "remove the $412 charge for service at an address I vacated on 3 March and send a corrected statement". Attach the lease, the final meter reading or the closure confirmation. If the utility says the meter is correct, ask for the test results and the date of the last inspection.
For broader help with US utility commissions, read how to complain to a US utility commission. Con Edison customers can follow the provider-specific steps on the Con Edison page before escalating.
Contact NY PSC
Contact details can change. Always confirm on the official page before sending personal information.
Before you escalate
- Complain to the provider first. Keep the date, the agent's name if given, and the complaint reference.
- Ask for a deadlock letter if the provider will not resolve the issue. Some schemes accept a case after a fixed waiting period instead.
- Put the facts in writing. Include account numbers, dates, meter readings or screenshots, the outcome you want and your contact details.
- Keep a copy of everything. Regulators work from documents, not recollections.
Providers in scope
Related guides
United States
How to complain to a US state utility commission
The state PUC is the most useful regulator most customers never call. Here is what it can do, what it cannot, and how to file.