{"id":"con-edison","page":"https://escalate.alexgaoth.com/#/c/con-edison","html":"https://escalate.alexgaoth.com/c/con-edison/","generated":"2026-10-15","company":{"id":"con-edison","name":"Consolidated Edison Company of New York","aliases":["Con Edison","Con Ed","ConEd","Consolidated Edison"],"sector":"utility","parent":"Consolidated Edison, Inc.","website":"https://www.coned.com","account_url":"https://www.coned.com/en/accounts-billing/my-account","notes":"Electric, gas and steam utility for New York City and Westchester County. Regulated by the New York State Public Service Commission (Department of Public Service, DPS). Residential customers are covered by the New York Home Energy Fair Practices Act (HEFPA). DPS requires customers to ask the utility for help first.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas and electric emergency (gas leak, carbon monoxide, downed line)","value":"+1-800-752-6633","hours":"24/7","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"steam-emergency-phone","type":"phone","label":"Steam emergency, or to turn steam service on or off","value":"+1-800-914-9112","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"disconnection-phone","type":"phone","label":"Disconnected service or credit notice","value":"+1-877-262-6633","purposes":["disconnection"],"source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Email contact form on the Contact Us page","value":"https://www.coned.com/en/contact-us#coned-contact-email-form","purposes":["billing_error","poor_service","service_outage"],"access":"open","notes":"Con Edison does not publish a separate complaint form or complaint address.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage and check its status","value":"https://www.coned.com/en/services-and-outages/report-track-service-issue/report-outage-status","purposes":["service_outage"],"access":"open","notes":"Outage map at https://outagemap.coned.com/external/default.html","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Residential spoilage claim (food and prescription medicine lost in an outage not caused by weather)","value":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","purposes":["service_outage"],"access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"},{"id":"claims-general-form","type":"web_form","label":"General (non-outage) claim form","value":"https://www.coned.com/en/services-and-outages/claim-form/general-claim-form","access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email (PDF claim forms)","value":"NewClaims@conEd.com","purposes":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/download-a-claim-form","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail","value":"Con Edison Claims Department, PO Box 801, New York, NY 10276","purposes":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/download-a-claim-form","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment agreement enrollment in My Account","value":"https://www.coned.com/en/accounts-billing/my-account/manage-my-account?sectionId=paymentAgreementEnrollment","purposes":["disconnection"],"access":"login","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Energy Affordability Program, financial statement form, budget billing)","value":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","purposes":["disconnection"],"access":"open","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"id":"medical-certification","type":"email","label":"Life-support equipment and medical emergency certification","value":"lifesupportequipment@coned.com","purposes":["disconnection"],"notes":"Or submit through My Account, by mail, or call 1-877-582-6633. Certification by a medical doctor, nurse practitioner, physician assistant or local board of health official.","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"},{"id":"medical-certification-phone","type":"phone","label":"Life-support equipment and medical emergency line","value":"+1-877-582-6633","purposes":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"},{"id":"concern-phone","type":"phone","label":"Senior Direct (CONCERN program sign-up)","value":"+1-800-404-9097","hours":"Mon-Fri 8:30 a.m.-5 p.m.","purposes":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"New York State Public Service Commission / Department of Public Service. DPS asks customers to contact the utility first. With a final termination notice, call the DPS shut-off hotline instead of using the online form."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New York Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with Con Edison first; if not resolved, complain to the NY Department of Public Service and keep paying the undisputed part.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call Con Edison or use the email contact form. Say which charges you dispute and why. Get a reference number.","channel":"customer-service-phone"},{"do":"Keep paying the part of the bill that is not in dispute."},{"do":"If Con Edison does not fix it, file a complaint with the NY Department of Public Service."}],"facts":[{"kind":"process","claim":"DPS asks customers to first seek help from the utility, which is required by law to assist. While DPS investigates, the customer must pay the undisputed portion of the bill or service may be terminated.","issues":["billing_error"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under HEFPA, a residential customer who files a complaint with the Department of Public Service cannot have service shut off for the disputed amount while the complaint is investigated, as long as the undisputed amount is paid.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Call Con Edison at once for a payment agreement; HEFPA requires a written final notice and a 15-day wait, and gives medical, cold-weather and heat protections.","evidence":["final termination notice","account balance","medical certification","proof of income for the financial statement form"],"steps":[{"do":"Call the credit notice line and ask for a payment agreement you can afford, or enroll online.","channel":"disconnection-phone"},{"do":"If anyone in the home has a serious medical condition or uses life-support equipment, submit a medical certification.","channel":"medical-certification"},{"do":"Apply for the Energy Affordability Program or HEAP, or submit the financial statement form for special payment terms.","channel":"payment-assistance"},{"do":"If you cannot reach an agreement, call the DPS emergency shut-off hotline before the shutoff date."}],"facts":[{"kind":"deadline","claim":"Under HEFPA, service may not be disconnected unless the utility has given a written final notice and waited 15 days for the customer to pay or make a payment agreement.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under HEFPA, shutoffs are only allowed 8:00 a.m.-4:00 p.m. Monday through Thursday, not on holidays, the day before a holiday, or the two weeks around Christmas and New Year's Day.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Service may not be shut off with a medical certification from a doctor or local board of health. If the condition lasts more than 30 days, the certificate must be renewed. A life-support certificate stays in effect until ended by DPS, but the customer must show inability to pay every three months.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison does not disconnect residential service on days when the Central Park high temperature with wind chill is forecast at 32 F or lower, or on the day before or the day of a forecast or actual heat index of 90 F or higher at Central Park, LaGuardia or JFK. After a heat index above 90 F, it also suspends disconnections for the next two days.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"Between November 1 and April 15, Con Edison does not disconnect customers enrolled in the CONCERN program (households where everyone is 62 or older, 18 or younger, or permanently disabled).","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage, then claim reimbursement for spoiled food and medicine within 30 days if the outage was a Con Edison distribution failure over 12 hours.","evidence":["outage dates and times","itemized list of spoiled food","receipts or photos for food over $280","pharmacy receipts for medicine"],"steps":[{"do":"Report the outage and note the start and end times.","channel":"outage-report-online"},{"do":"Within 30 days of the outage, file the residential spoilage claim online with an itemized list and proof.","channel":"claims-form"},{"do":"If you use a PDF form, email or mail it to the Claims Department.","channel":"claims-email"}],"facts":[{"kind":"compensation","claim":"Con Edison reimburses residential customers for food spoilage up to a $655 maximum, plus prescription medicine outside that cap, when an outage in its local distribution system lasted more than 12 hours within a 24-hour period. Outages caused by storms or other conditions beyond its control are not paid.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Spoilage claims must be filed within 30 days of the date of the power outage. Review takes approximately 30 days.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"},{"kind":"process","claim":"Food claims up to $280 need only an itemized list; claims from $280 to $655 also need proof such as receipts or photos. Medicine needs a pharmacy receipt showing the medicine, amount paid, date and days of supply.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Under HEFPA, utilities may demand security deposits from existing customers who are delinquent, and customers may pay a deposit in up to 12 monthly installments. Late payment charges are limited to 1.5% per month.","issues":["deposit_refund","billing_error"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Payment extensions of up to 10 days can be requested in My Account. Residential customers with a significant change in finances may get special payment agreement terms through the Financial Statement Form.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"Business customers may qualify for a 6-month payment agreement with as low as a 30% down payment.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/about-payment-agreements","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers can name a third party to receive a notice if the bill is overdue and service might be turned off.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"}],"known_blockers":["Payment agreements, payment extensions and life-support registration online need a My Account sign-in.","Medical certification must come from a medical doctor, nurse practitioner, physician assistant or local board of health official.","DPS says not to use its online complaint form after a final disconnection notice; call the hotline."],"official_domains":["coned.com"],"security":{"never_asks":[{"kind":"policy","claim":"Con Edison does not accept payment by prepaid gift card, cryptocurrency such as Bitcoin, wire transfer, or cash apps such as Venmo, Zelle or PayPal, whether in person, by phone or by text.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison says it will never ask for personally identifiable information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"The SmartCharge NY program will never ask for credit card information through a QR code. Only conEd.com/smartcharge and scny.ev.energy are legitimate SmartCharge NY pages.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Paid search ads imitate bill payment, for example \"Make A Bill Payment\", makeabillpayment.com or 1-888-479-3560. Con Edison names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites such as con3d.com and c0edison.com impersonate Con Edison.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers spoof caller ID, ask for the account number, threaten shutoff within an hour and demand immediate payment by prepaid card or cryptocurrency. Con Edison account numbers changed from 15 to 11 digits, which scammers may exploit.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"People knock on the door, claim to be from Con Edison and try to get inside. Real employees carry photo ID with their name and employee number.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unsolicited offers of discounts or refunds ask for personal or banking information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-report-phone","type":"phone","label":"Verify an employee or report a suspicious call (1-800-75-CONED)","value":"+1-800-752-6633","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"con-edison","name":"Consolidated Edison Company of New York","sector":"utility","website":"https://www.coned.com","account_url":"https://www.coned.com/en/accounts-billing/my-account"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with Con Edison first; if not resolved, complain to the NY Department of Public Service and keep paying the undisputed part.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call Con Edison or use the email contact form. Say which charges you dispute and why. Get a reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"do":"Keep paying the part of the bill that is not in dispute."},{"do":"If Con Edison does not fix it, file a complaint with the NY Department of Public Service."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas and electric emergency (gas leak, carbon monoxide, downed line)","value":"+1-800-752-6633","hours":"24/7","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"steam-emergency-phone","type":"phone","label":"Steam emergency, or to turn steam service on or off","value":"+1-800-914-9112","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Email contact form on the Contact Us page","value":"https://www.coned.com/en/contact-us#coned-contact-email-form","purposes":["billing_error","poor_service","service_outage"],"access":"open","notes":"Con Edison does not publish a separate complaint form or complaint address.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"claims-general-form","type":"web_form","label":"General (non-outage) claim form","value":"https://www.coned.com/en/services-and-outages/claim-form/general-claim-form","access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DPS asks customers to first seek help from the utility, which is required by law to assist. While DPS investigates, the customer must pay the undisputed portion of the bill or service may be terminated.","issues":["billing_error"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under HEFPA, a residential customer who files a complaint with the Department of Public Service cannot have service shut off for the disputed amount while the complaint is investigated, as long as the undisputed amount is paid.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under HEFPA, utilities may demand security deposits from existing customers who are delinquent, and customers may pay a deposit in up to 12 monthly installments. Late payment charges are limited to 1.5% per month.","issues":["deposit_refund","billing_error"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-form","type":"web_form","label":"Email contact form on the Contact Us page","value":"https://www.coned.com/en/contact-us#coned-contact-email-form","purposes":["billing_error","poor_service","service_outage"],"access":"open","notes":"Con Edison does not publish a separate complaint form or complaint address.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service. DPS asks customers to contact the utility first. With a final termination notice, call the DPS shut-off hotline instead of using the online form.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment agreements, payment extensions and life-support registration online need a My Account sign-in.","Medical certification must come from a medical doctor, nurse practitioner, physician assistant or local board of health official.","DPS says not to use its online complaint form after a final disconnection notice; call the hotline."],"security":{"official_domains":["coned.com"],"never_asks":[{"kind":"policy","claim":"Con Edison does not accept payment by prepaid gift card, cryptocurrency such as Bitcoin, wire transfer, or cash apps such as Venmo, Zelle or PayPal, whether in person, by phone or by text.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison says it will never ask for personally identifiable information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"The SmartCharge NY program will never ask for credit card information through a QR code. Only conEd.com/smartcharge and scny.ev.energy are legitimate SmartCharge NY pages.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Paid search ads imitate bill payment, for example \"Make A Bill Payment\", makeabillpayment.com or 1-888-479-3560. Con Edison names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites such as con3d.com and c0edison.com impersonate Con Edison.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers spoof caller ID, ask for the account number, threaten shutoff within an hour and demand immediate payment by prepaid card or cryptocurrency. Con Edison account numbers changed from 15 to 11 digits, which scammers may exploit.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"People knock on the door, claim to be from Con Edison and try to get inside. Real employees carry photo ID with their name and employee number.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unsolicited offers of discounts or refunds ask for personal or banking information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-report-phone","type":"phone","label":"Verify an employee or report a suspicious call (1-800-75-CONED)","value":"+1-800-752-6633","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":56},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 56 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric, gas and steam utility for New York City and Westchester County. Regulated by the New York State Public Service Commission (Department of Public Service, DPS). Residential customers are covered by the New York Home Energy Fair Practices Act (HEFPA). DPS requires customers to ask the utility for help first.","warnings":[]},"disconnection":{"company":{"id":"con-edison","name":"Consolidated Edison Company of New York","sector":"utility","website":"https://www.coned.com","account_url":"https://www.coned.com/en/accounts-billing/my-account"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Call Con Edison at once for a payment agreement; HEFPA requires a written final notice and a 15-day wait, and gives medical, cold-weather and heat protections.","evidence":["final termination notice","account balance","medical certification","proof of income for the financial statement form"],"steps":[{"do":"Call the credit notice line and ask for a payment agreement you can afford, or enroll online.","channel":{"id":"disconnection-phone","type":"phone","label":"Disconnected service or credit notice","value":"+1-877-262-6633","purposes":["disconnection"],"source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"do":"If anyone in the home has a serious medical condition or uses life-support equipment, submit a medical certification.","channel":{"id":"medical-certification","type":"email","label":"Life-support equipment and medical emergency certification","value":"lifesupportequipment@coned.com","purposes":["disconnection"],"notes":"Or submit through My Account, by mail, or call 1-877-582-6633. Certification by a medical doctor, nurse practitioner, physician assistant or local board of health official.","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"}},{"do":"Apply for the Energy Affordability Program or HEAP, or submit the financial statement form for special payment terms.","channel":{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Energy Affordability Program, financial statement form, budget billing)","value":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","purposes":["disconnection"],"access":"open","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"}},{"do":"If you cannot reach an agreement, call the DPS emergency shut-off hotline before the shutoff date."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas and electric emergency (gas leak, carbon monoxide, downed line)","value":"+1-800-752-6633","hours":"24/7","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"steam-emergency-phone","type":"phone","label":"Steam emergency, or to turn steam service on or off","value":"+1-800-914-9112","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"disconnection-phone","type":"phone","label":"Disconnected service or credit notice","value":"+1-877-262-6633","purposes":["disconnection"],"source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"claims-general-form","type":"web_form","label":"General (non-outage) claim form","value":"https://www.coned.com/en/services-and-outages/claim-form/general-claim-form","access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment agreement enrollment in My Account","value":"https://www.coned.com/en/accounts-billing/my-account/manage-my-account?sectionId=paymentAgreementEnrollment","purposes":["disconnection"],"access":"login","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Energy Affordability Program, financial statement form, budget billing)","value":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","purposes":["disconnection"],"access":"open","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"id":"medical-certification","type":"email","label":"Life-support equipment and medical emergency certification","value":"lifesupportequipment@coned.com","purposes":["disconnection"],"notes":"Or submit through My Account, by mail, or call 1-877-582-6633. Certification by a medical doctor, nurse practitioner, physician assistant or local board of health official.","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"},{"id":"medical-certification-phone","type":"phone","label":"Life-support equipment and medical emergency line","value":"+1-877-582-6633","purposes":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"},{"id":"concern-phone","type":"phone","label":"Senior Direct (CONCERN program sign-up)","value":"+1-800-404-9097","hours":"Mon-Fri 8:30 a.m.-5 p.m.","purposes":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Under HEFPA, service may not be disconnected unless the utility has given a written final notice and waited 15 days for the customer to pay or make a payment agreement.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under HEFPA, shutoffs are only allowed 8:00 a.m.-4:00 p.m. Monday through Thursday, not on holidays, the day before a holiday, or the two weeks around Christmas and New Year's Day.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Service may not be shut off with a medical certification from a doctor or local board of health. If the condition lasts more than 30 days, the certificate must be renewed. A life-support certificate stays in effect until ended by DPS, but the customer must show inability to pay every three months.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison does not disconnect residential service on days when the Central Park high temperature with wind chill is forecast at 32 F or lower, or on the day before or the day of a forecast or actual heat index of 90 F or higher at Central Park, LaGuardia or JFK. After a heat index above 90 F, it also suspends disconnections for the next two days.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"Between November 1 and April 15, Con Edison does not disconnect customers enrolled in the CONCERN program (households where everyone is 62 or older, 18 or younger, or permanently disabled).","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"Payment extensions of up to 10 days can be requested in My Account. Residential customers with a significant change in finances may get special payment agreement terms through the Financial Statement Form.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"Business customers may qualify for a 6-month payment agreement with as low as a 30% down payment.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/about-payment-agreements","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers can name a third party to receive a notice if the bill is overdue and service might be turned off.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-form","type":"web_form","label":"Email contact form on the Contact Us page","value":"https://www.coned.com/en/contact-us#coned-contact-email-form","purposes":["billing_error","poor_service","service_outage"],"access":"open","notes":"Con Edison does not publish a separate complaint form or complaint address.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service. DPS asks customers to contact the utility first. With a final termination notice, call the DPS shut-off hotline instead of using the online form.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment agreements, payment extensions and life-support registration online need a My Account sign-in.","Medical certification must come from a medical doctor, nurse practitioner, physician assistant or local board of health official.","DPS says not to use its online complaint form after a final disconnection notice; call the hotline."],"security":{"official_domains":["coned.com"],"never_asks":[{"kind":"policy","claim":"Con Edison does not accept payment by prepaid gift card, cryptocurrency such as Bitcoin, wire transfer, or cash apps such as Venmo, Zelle or PayPal, whether in person, by phone or by text.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison says it will never ask for personally identifiable information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"The SmartCharge NY program will never ask for credit card information through a QR code. Only conEd.com/smartcharge and scny.ev.energy are legitimate SmartCharge NY pages.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Paid search ads imitate bill payment, for example \"Make A Bill Payment\", makeabillpayment.com or 1-888-479-3560. Con Edison names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites such as con3d.com and c0edison.com impersonate Con Edison.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers spoof caller ID, ask for the account number, threaten shutoff within an hour and demand immediate payment by prepaid card or cryptocurrency. Con Edison account numbers changed from 15 to 11 digits, which scammers may exploit.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"People knock on the door, claim to be from Con Edison and try to get inside. Real employees carry photo ID with their name and employee number.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unsolicited offers of discounts or refunds ask for personal or banking information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-report-phone","type":"phone","label":"Verify an employee or report a suspicious call (1-800-75-CONED)","value":"+1-800-752-6633","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":56},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 56 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric, gas and steam utility for New York City and Westchester County. Regulated by the New York State Public Service Commission (Department of Public Service, DPS). Residential customers are covered by the New York Home Energy Fair Practices Act (HEFPA). DPS requires customers to ask the utility for help first.","warnings":[]},"service_outage":{"company":{"id":"con-edison","name":"Consolidated Edison Company of New York","sector":"utility","website":"https://www.coned.com","account_url":"https://www.coned.com/en/accounts-billing/my-account"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report the outage, then claim reimbursement for spoiled food and medicine within 30 days if the outage was a Con Edison distribution failure over 12 hours.","evidence":["outage dates and times","itemized list of spoiled food","receipts or photos for food over $280","pharmacy receipts for medicine"],"steps":[{"do":"Report the outage and note the start and end times.","channel":{"id":"outage-report-online","type":"web_form","label":"Report an outage and check its status","value":"https://www.coned.com/en/services-and-outages/report-track-service-issue/report-outage-status","purposes":["service_outage"],"access":"open","notes":"Outage map at https://outagemap.coned.com/external/default.html","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"do":"Within 30 days of the outage, file the residential spoilage claim online with an itemized list and proof.","channel":{"id":"claims-form","type":"web_form","label":"Residential spoilage claim (food and prescription medicine lost in an outage not caused by weather)","value":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","purposes":["service_outage"],"access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"}},{"do":"If you use a PDF form, email or mail it to the Claims Department.","channel":{"id":"claims-email","type":"email","label":"Claims Department email (PDF claim forms)","value":"NewClaims@conEd.com","purposes":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/download-a-claim-form","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas and electric emergency (gas leak, carbon monoxide, downed line)","value":"+1-800-752-6633","hours":"24/7","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"steam-emergency-phone","type":"phone","label":"Steam emergency, or to turn steam service on or off","value":"+1-800-914-9112","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Email contact form on the Contact Us page","value":"https://www.coned.com/en/contact-us#coned-contact-email-form","purposes":["billing_error","poor_service","service_outage"],"access":"open","notes":"Con Edison does not publish a separate complaint form or complaint address.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage and check its status","value":"https://www.coned.com/en/services-and-outages/report-track-service-issue/report-outage-status","purposes":["service_outage"],"access":"open","notes":"Outage map at https://outagemap.coned.com/external/default.html","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Residential spoilage claim (food and prescription medicine lost in an outage not caused by weather)","value":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","purposes":["service_outage"],"access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"},{"id":"claims-general-form","type":"web_form","label":"General (non-outage) claim form","value":"https://www.coned.com/en/services-and-outages/claim-form/general-claim-form","access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email (PDF claim forms)","value":"NewClaims@conEd.com","purposes":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/download-a-claim-form","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail","value":"Con Edison Claims Department, PO Box 801, New York, NY 10276","purposes":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/download-a-claim-form","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Con Edison reimburses residential customers for food spoilage up to a $655 maximum, plus prescription medicine outside that cap, when an outage in its local distribution system lasted more than 12 hours within a 24-hour period. Outages caused by storms or other conditions beyond its control are not paid.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Spoilage claims must be filed within 30 days of the date of the power outage. Review takes approximately 30 days.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"},{"kind":"process","claim":"Food claims up to $280 need only an itemized list; claims from $280 to $655 also need proof such as receipts or photos. Medicine needs a pharmacy receipt showing the medicine, amount paid, date and days of supply.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-form","type":"web_form","label":"Email contact form on the Contact Us page","value":"https://www.coned.com/en/contact-us#coned-contact-email-form","purposes":["billing_error","poor_service","service_outage"],"access":"open","notes":"Con Edison does not publish a separate complaint form or complaint address.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service. DPS asks customers to contact the utility first. With a final termination notice, call the DPS shut-off hotline instead of using the online form.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment agreements, payment extensions and life-support registration online need a My Account sign-in.","Medical certification must come from a medical doctor, nurse practitioner, physician assistant or local board of health official.","DPS says not to use its online complaint form after a final disconnection notice; call the hotline."],"security":{"official_domains":["coned.com"],"never_asks":[{"kind":"policy","claim":"Con Edison does not accept payment by prepaid gift card, cryptocurrency such as Bitcoin, wire transfer, or cash apps such as Venmo, Zelle or PayPal, whether in person, by phone or by text.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison says it will never ask for personally identifiable information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"The SmartCharge NY program will never ask for credit card information through a QR code. Only conEd.com/smartcharge and scny.ev.energy are legitimate SmartCharge NY pages.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Paid search ads imitate bill payment, for example \"Make A Bill Payment\", makeabillpayment.com or 1-888-479-3560. Con Edison names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites such as con3d.com and c0edison.com impersonate Con Edison.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers spoof caller ID, ask for the account number, threaten shutoff within an hour and demand immediate payment by prepaid card or cryptocurrency. Con Edison account numbers changed from 15 to 11 digits, which scammers may exploit.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"People knock on the door, claim to be from Con Edison and try to get inside. Real employees carry photo ID with their name and employee number.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unsolicited offers of discounts or refunds ask for personal or banking information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-report-phone","type":"phone","label":"Verify an employee or report a suspicious call (1-800-75-CONED)","value":"+1-800-752-6633","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":56},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 56 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric, gas and steam utility for New York City and Westchester County. Regulated by the New York State Public Service Commission (Department of Public Service, DPS). Residential customers are covered by the New York Home Energy Fair Practices Act (HEFPA). DPS requires customers to ask the utility for help first.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-form","type":"web_form","label":"Email contact form on the Contact Us page","value":"https://www.coned.com/en/contact-us#coned-contact-email-form","purposes":["billing_error","poor_service","service_outage"],"access":"open","notes":"Con Edison does not publish a separate complaint form or complaint address.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service. DPS asks customers to contact the utility first. With a final termination notice, call the DPS shut-off hotline instead of using the online form.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["coned.com"],"never_asks":[{"kind":"policy","claim":"Con Edison does not accept payment by prepaid gift card, cryptocurrency such as Bitcoin, wire transfer, or cash apps such as Venmo, Zelle or PayPal, whether in person, by phone or by text.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison says it will never ask for personally identifiable information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"The SmartCharge NY program will never ask for credit card information through a QR code. Only conEd.com/smartcharge and scny.ev.energy are legitimate SmartCharge NY pages.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Paid search ads imitate bill payment, for example \"Make A Bill Payment\", makeabillpayment.com or 1-888-479-3560. Con Edison names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites such as con3d.com and c0edison.com impersonate Con Edison.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers spoof caller ID, ask for the account number, threaten shutoff within an hour and demand immediate payment by prepaid card or cryptocurrency. Con Edison account numbers changed from 15 to 11 digits, which scammers may exploit.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"People knock on the door, claim to be from Con Edison and try to get inside. Real employees carry photo ID with their name and employee number.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unsolicited offers of discounts or refunds ask for personal or banking information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-report-phone","type":"phone","label":"Verify an employee or report a suspicious call (1-800-75-CONED)","value":"+1-800-752-6633","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":56},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 56 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Con Edison — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/con-edison.md","markdown":"## In short\n\nCall Con Edison at 1-800-75-CONED first, then take an unresolved complaint to the New York Department of Public Service, which can stop a shutoff for the disputed amount while you keep paying the rest. After a final disconnection notice, call the DPS shutoff hotline (800-342-3355) instead of using the online form. File food spoilage claims within 30 days of a non-storm outage. Con Edison does not take gift cards, crypto, wire transfers or payment apps, and pays only through conEd.com or its named payment page.\n\n## How complaints actually go\n\n- Frontline and verification line: 1-800-752-6633 (1-800-75-CONED). [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- DPS requires you to seek help from the utility first, which is \"required by law to assist\". Then call the DPS helpline at 800-342-3377 (8:30 a.m.-4:00 p.m., Monday-Friday) or file online. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- While DPS investigates, keep paying the undisputed part of the bill, or Con Edison may still terminate service. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- If you disagree with the DPS decision, ask for an informal hearing or review within 15 days, then appeal to the Public Service Commission within 15 days of that decision. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- Food spoilage claims: Con Edison pays up to $655 for food, with prescription medicine reimbursed outside that cap, when a local distribution outage lasted more than 12 hours within 24 hours. File within 30 days; review takes about 30 days. [Con Edison spoilage claim](https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form)\n\n## What tends to work\n\n- Ask for a payment extension of up to 10 days, or, with a Financial Statement Form, special payment agreement terms if you meet income requirements. [Con Edison payment plans and assistance](https://www.coned.com/en/accounts-billing/payment-plans-assistance)\n- Use the weather protections: no residential disconnections when the Central Park high with wind chill is forecast at 32°F or lower, or on the day of or before a heat index of 90°F or higher (and two more days if it exceeds 90°F). [Con Edison cold and heat protections](https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections)\n- Households where everyone is 62 or older, 18 or younger, or permanently disabled can join CONCERN; enrolled customers are not disconnected from November 1 to April 15. [Con Edison cold and heat protections](https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections)\n- For spoilage claims, food losses up to $280 need only an itemized list; losses from $280 to $655 also need receipts, price labels or photos, and medicine needs a pharmacy receipt. [Con Edison spoilage claim](https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form)\n- Resource Direct (1-212-358-4565) helps with My Account and payment assistance. [Con Edison payment plans and assistance](https://www.coned.com/en/accounts-billing/payment-plans-assistance)\n\n## Traps and fine print\n\n- After a final disconnection notice, DPS says not to use its online complaint form; call the hotline at 800-342-3355 (7:30 a.m.-7:30 p.m., Monday-Friday). [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- Spoilage from outages caused by storms is not paid. [Con Edison spoilage claim](https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form)\n- Pay only through Con Edison's own channels: it names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments. Search ads for \"Make A Bill Payment\" sites are not Con Edison. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n\n## Scams that target customers\n\n- Con Edison does not accept prepaid gift cards, cryptocurrency, wire transfers or cash apps such as Venmo, Zelle or PayPal, in person, by phone or by text. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- Callers spoof caller ID, ask for the account number and threaten shutoff within an hour. Account numbers changed from 15 to 11 digits, which scammers may use as a pretext. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- Look-alike sites such as con3d.com and c0edison.com, and the payment site makeabillpayment.com with 1-888-479-3560, are not Con Edison. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- Con Edison says it will never ask for personally identifiable information. Real employees carry photo ID with their name and employee number; verify at 1-800-75-CONED. [Con Edison news release, November 2025](https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense)\n- SmartCharge NY never asks for card details through a QR code; only conEd.com/smartcharge and scny.ev.energy are real program pages. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n"},"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}