{"id":"nyseg","page":"https://escalate.alexgaoth.com/#/c/nyseg","html":"https://escalate.alexgaoth.com/c/nyseg/","generated":"2026-10-15","company":{"id":"nyseg","name":"New York State Electric & Gas","aliases":["NYSEG","New York State Electric and Gas"],"sector":"utility","parent":"Avangrid (Iberdrola)","website":"https://www.nyseg.com","notes":"Electric and natural gas utility for much of upstate New York. An Avangrid company (Avangrid has been a wholly owned subsidiary of Iberdrola since December 2024); its sister utility RG&E has its own website and phone numbers (file rge). Regulated by the New York State Public Service Commission through the Department of Public Service (DPS); residential protections come from the Home Energy Fair Practices Act (HEFPA). nyseg.com timed out for every automated fetch, so channel values come from a NYSERDA (NYS Clean Heat) contact page, a 2020 NYSEG/RG&E press release reposted by the Town of Shawangunk, and search-result summaries of nyseg.com pages where noted.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"},{"id":"electric-outage-phone","type":"phone","label":"Electricity outages or trouble","value":"+1-800-572-1131","purposes":["service_outage"],"notes":"Seen only in a search-result summary of this page (nyseg.com does not load for automated fetches). Call 911 first if life is at risk.","source":"https://www.nyseg.com/support/outages-help","last_verified":"2026-10-13"},{"id":"gas-emergency-phone","type":"phone","label":"Natural gas emergencies (leave the area; 911 also accepted)","value":"+1-800-572-1121","notes":"Seen only in a search-result summary of this page.","source":"https://www.nyseg.com/outages/stayinformed/outagealerts","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Automated payment line (the company says to pay by phone only through its automated services numbers)","value":"+1-800-600-2275","notes":"From a February 2020 NYSEG/RG&E press release.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"id":"mailing-address","type":"mail","label":"NYSEG mailing address as listed on the NYS Clean Heat contact page","value":"NYSEG, P.O. Box 5240, Binghamton, NY 13902","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for NYSEG; not confirmed on nyseg.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"mailing-address"},{"rung":"state_agency","agency_kind":"utility_commission","note":"New York State Public Service Commission / Department of Public Service, Office of Consumer Services: Helpline 800-342-3377 (complaints), Hotline 800-342-3355 (shut-offs). DPS says to first seek the assistance of the utility; DPS asks the utility to contact you, and if it does not respond within two weeks, contact DPS again."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New York State Office of the Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with NYSEG, pay the undisputed amount, then file with the NY Department of Public Service.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call NYSEG and ask for a correction and a reference number. Keep paying the undisputed amount.","channel":"customer-service-phone"},{"do":"If not resolved, file a complaint with DPS online or at 800-342-3377. Contact DPS again if NYSEG does not answer within two weeks."},{"do":"If you disagree with the DPS decision, request an informal hearing or review within 15 days."}],"facts":[{"kind":"process","claim":"The NY Department of Public Service says to first seek the assistance of your utility provider, which is required by law to assist you; if the utility does not respond within two weeks, contact DPS again to have the case escalated.","issues":["billing_error","disconnection","poor_service"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA (DPS brochure, 12/25): if you file a complaint with DPS, service cannot be shut off for the disputed amount while the complaint is investigated, as long as you pay the undisputed amount.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"limit","claim":"HEFPA: late payment charges on unpaid balances are limited to no more than 1.5% monthly (18% annually).","issues":["billing_error"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"deadline","claim":"A request for an informal hearing or review of a DPS initial decision should be made within 15 days of that decision; an appeal of the hearing decision is due within 15 days.","issues":["billing_error"],"source":"https://dps.ny.gov/guide-filing-complaints","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Call NYSEG for a payment agreement on a final notice; New York requires 15 days' notice, limits shutoff hours, and protects medical emergencies and cold-weather cases.","evidence":["final termination notice","account number","medical certificate from a doctor or local board of health","income documents"],"steps":[{"do":"Call NYSEG first and ask for a payment agreement that is reasonable and affordable.","channel":"customer-service-phone"},{"do":"If someone has a serious illness that a shutoff would aggravate, get a certificate from a doctor or the local board of health to NYSEG."},{"do":"Tell NYSEG if you are blind, disabled or 62 or older and live only with people who are 62 or older, 18 or younger, or blind or disabled."},{"do":"If you cannot make an arrangement, call the DPS Emergency Hotline at 800-342-3355 (7:30 a.m.-7:30 p.m. business days). Do not use the online form for a final disconnection notice."}],"facts":[{"kind":"deadline","claim":"HEFPA (DPS brochure, 12/25): service may not be disconnected for overdue bills unless the provider has given a final written notice and waited 15 days to allow payment or a payment agreement.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: shutoffs are permitted only 8:00 a.m.-4:00 p.m., Monday through Thursday, excluding holidays, the day before a holiday, and the two-week period 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":"2026-10-13"},{"kind":"policy","claim":"HEFPA: between November 1 and April 15 the provider must make a special effort to determine whether terminating heat-related service will seriously impair health or safety.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: service may not be shut off with a medical certification by a doctor or local board of health; after 30 days the certificate must be renewed and inability to pay shown. For life-support equipment the certificate stays in effect until DPS ends it, with inability to pay shown every three months.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"New York law gives residential customers the right to reasonable installments, budget billing and deposit installments.","evidence":["current bill","income and expense information"],"steps":[{"do":"Ask NYSEG for an installment agreement tailored to your finances, budget billing, or a due date adjusted to a fixed-income payment date.","channel":"customer-service-phone"},{"do":"If NYSEG refuses a reasonable agreement, call DPS at 800-342-3377 (or 800-342-3355 if facing shutoff)."}],"facts":[{"kind":"policy","claim":"HEFPA: customers must be given the option to pay overdue bills in reasonable installments tailored to their financial circumstances, and must be offered budget (levelized) billing. Customers on a fixed income may have the bill due date adjusted.","issues":["payment_assistance","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: utilities may demand security deposits from existing customers who are delinquent; customers may pay security deposits in up to 12 monthly installments.","issues":["payment_assistance","deposit_refund"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report electric outages to the outage line or online; report gas emergencies from a safe place.","evidence":["service address","outage start time"],"steps":[{"do":"Call the electric outage line or use NYSEG's online outage form.","channel":"electric-outage-phone"},{"do":"If you smell gas, leave and call the gas emergency line or 911 from a safe place.","channel":"gas-emergency-phone"}]}],"known_blockers":["nyseg.com (and all Avangrid sites) timed out for every automated fetch on 2026-10-13. Outage and gas emergency numbers come only from search-result summaries; confirm them on the bill.","No NYSEG damage-claim channel or assistance program page could be read."],"official_domains":["nyseg.com"],"security":{"never_asks":[{"kind":"policy","claim":"NYSEG and RG&E say they will never demand that customers buy debit cards such as Green Dot cards to make payments (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"NYSEG and RG&E say they provide notice before terminating service for non-payment, and their employees do not perform shut-offs when the Customer Service Center is closed (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as company employees, sometimes with forged caller ID, and threaten to cut service unless the customer pays immediately, usually with a prepaid card.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers know details about the customer and give a call-back number with a recorded greeting that imitates the company's customer service line.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors pose as contractors doing inside gas meter inspections.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-800-572-1111","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}]}},"playbooks":{"billing_error":{"company":{"id":"nyseg","name":"New York State Electric & Gas","sector":"utility","website":"https://www.nyseg.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with NYSEG, pay the undisputed amount, then file with the NY Department of Public Service.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call NYSEG and ask for a correction and a reference number. Keep paying the undisputed amount.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"do":"If not resolved, file a complaint with DPS online or at 800-342-3377. Contact DPS again if NYSEG does not answer within two weeks."},{"do":"If you disagree with the DPS decision, request an informal hearing or review within 15 days."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"},{"id":"gas-emergency-phone","type":"phone","label":"Natural gas emergencies (leave the area; 911 also accepted)","value":"+1-800-572-1121","notes":"Seen only in a search-result summary of this page.","source":"https://www.nyseg.com/outages/stayinformed/outagealerts","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Automated payment line (the company says to pay by phone only through its automated services numbers)","value":"+1-800-600-2275","notes":"From a February 2020 NYSEG/RG&E press release.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"id":"mailing-address","type":"mail","label":"NYSEG mailing address as listed on the NYS Clean Heat contact page","value":"NYSEG, P.O. Box 5240, Binghamton, NY 13902","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for NYSEG; not confirmed on nyseg.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"The NY Department of Public Service says to first seek the assistance of your utility provider, which is required by law to assist you; if the utility does not respond within two weeks, contact DPS again to have the case escalated.","issues":["billing_error","disconnection","poor_service"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA (DPS brochure, 12/25): if you file a complaint with DPS, service cannot be shut off for the disputed amount while the complaint is investigated, as long as you pay the undisputed amount.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"limit","claim":"HEFPA: late payment charges on unpaid balances are limited to no more than 1.5% monthly (18% annually).","issues":["billing_error"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"deadline","claim":"A request for an informal hearing or review of a DPS initial decision should be made within 15 days of that decision; an appeal of the hearing decision is due within 15 days.","issues":["billing_error"],"source":"https://dps.ny.gov/guide-filing-complaints","last_verified":"2026-10-13"}],"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, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"mailing-address","type":"mail","label":"NYSEG mailing address as listed on the NYS Clean Heat contact page","value":"NYSEG, P.O. Box 5240, Binghamton, NY 13902","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for NYSEG; not confirmed on nyseg.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service, Office of Consumer Services: Helpline 800-342-3377 (complaints), Hotline 800-342-3355 (shut-offs). DPS says to first seek the assistance of the utility; DPS asks the utility to contact you, and if it does not respond within two weeks, contact DPS again.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York State Office of the Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["nyseg.com (and all Avangrid sites) timed out for every automated fetch on 2026-10-13. Outage and gas emergency numbers come only from search-result summaries; confirm them on the bill.","No NYSEG damage-claim channel or assistance program page could be read."],"security":{"official_domains":["nyseg.com"],"never_asks":[{"kind":"policy","claim":"NYSEG and RG&E say they will never demand that customers buy debit cards such as Green Dot cards to make payments (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"NYSEG and RG&E say they provide notice before terminating service for non-payment, and their employees do not perform shut-offs when the Customer Service Center is closed (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as company employees, sometimes with forged caller ID, and threaten to cut service unless the customer pays immediately, usually with a prepaid card.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers know details about the customer and give a call-back number with a recorded greeting that imitates the company's customer service line.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors pose as contractors doing inside gas meter inspections.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-800-572-1111","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":18,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 21 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility for much of upstate New York. An Avangrid company (Avangrid has been a wholly owned subsidiary of Iberdrola since December 2024); its sister utility RG&E has its own website and phone numbers (file rge). Regulated by the New York State Public Service Commission through the Department of Public Service (DPS); residential protections come from the Home Energy Fair Practices Act (HEFPA). nyseg.com timed out for every automated fetch, so channel values come from a NYSERDA (NYS Clean Heat) contact page, a 2020 NYSEG/RG&E press release reposted by the Town of Shawangunk, and search-result summaries of nyseg.com pages where noted.","warnings":[]},"disconnection":{"company":{"id":"nyseg","name":"New York State Electric & Gas","sector":"utility","website":"https://www.nyseg.com","account_url":null},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Call NYSEG for a payment agreement on a final notice; New York requires 15 days' notice, limits shutoff hours, and protects medical emergencies and cold-weather cases.","evidence":["final termination notice","account number","medical certificate from a doctor or local board of health","income documents"],"steps":[{"do":"Call NYSEG first and ask for a payment agreement that is reasonable and affordable.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"do":"If someone has a serious illness that a shutoff would aggravate, get a certificate from a doctor or the local board of health to NYSEG."},{"do":"Tell NYSEG if you are blind, disabled or 62 or older and live only with people who are 62 or older, 18 or younger, or blind or disabled."},{"do":"If you cannot make an arrangement, call the DPS Emergency Hotline at 800-342-3355 (7:30 a.m.-7:30 p.m. business days). Do not use the online form for a final disconnection notice."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"},{"id":"gas-emergency-phone","type":"phone","label":"Natural gas emergencies (leave the area; 911 also accepted)","value":"+1-800-572-1121","notes":"Seen only in a search-result summary of this page.","source":"https://www.nyseg.com/outages/stayinformed/outagealerts","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Automated payment line (the company says to pay by phone only through its automated services numbers)","value":"+1-800-600-2275","notes":"From a February 2020 NYSEG/RG&E press release.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"HEFPA (DPS brochure, 12/25): service may not be disconnected for overdue bills unless the provider has given a final written notice and waited 15 days to allow payment or a payment agreement.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: shutoffs are permitted only 8:00 a.m.-4:00 p.m., Monday through Thursday, excluding holidays, the day before a holiday, and the two-week period 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":"2026-10-13"},{"kind":"policy","claim":"HEFPA: between November 1 and April 15 the provider must make a special effort to determine whether terminating heat-related service will seriously impair health or safety.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: service may not be shut off with a medical certification by a doctor or local board of health; after 30 days the certificate must be renewed and inability to pay shown. For life-support equipment the certificate stays in effect until DPS ends it, with inability to pay shown every three months.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"mailing-address","type":"mail","label":"NYSEG mailing address as listed on the NYS Clean Heat contact page","value":"NYSEG, P.O. Box 5240, Binghamton, NY 13902","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for NYSEG; not confirmed on nyseg.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service, Office of Consumer Services: Helpline 800-342-3377 (complaints), Hotline 800-342-3355 (shut-offs). DPS says to first seek the assistance of the utility; DPS asks the utility to contact you, and if it does not respond within two weeks, contact DPS again.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York State Office of the Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["nyseg.com (and all Avangrid sites) timed out for every automated fetch on 2026-10-13. Outage and gas emergency numbers come only from search-result summaries; confirm them on the bill.","No NYSEG damage-claim channel or assistance program page could be read."],"security":{"official_domains":["nyseg.com"],"never_asks":[{"kind":"policy","claim":"NYSEG and RG&E say they will never demand that customers buy debit cards such as Green Dot cards to make payments (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"NYSEG and RG&E say they provide notice before terminating service for non-payment, and their employees do not perform shut-offs when the Customer Service Center is closed (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as company employees, sometimes with forged caller ID, and threaten to cut service unless the customer pays immediately, usually with a prepaid card.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers know details about the customer and give a call-back number with a recorded greeting that imitates the company's customer service line.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors pose as contractors doing inside gas meter inspections.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-800-572-1111","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":18,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 21 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility for much of upstate New York. An Avangrid company (Avangrid has been a wholly owned subsidiary of Iberdrola since December 2024); its sister utility RG&E has its own website and phone numbers (file rge). Regulated by the New York State Public Service Commission through the Department of Public Service (DPS); residential protections come from the Home Energy Fair Practices Act (HEFPA). nyseg.com timed out for every automated fetch, so channel values come from a NYSERDA (NYS Clean Heat) contact page, a 2020 NYSEG/RG&E press release reposted by the Town of Shawangunk, and search-result summaries of nyseg.com pages where noted.","warnings":[]},"payment_assistance":{"company":{"id":"nyseg","name":"New York State Electric & Gas","sector":"utility","website":"https://www.nyseg.com","account_url":null},"issue":{"id":"payment_assistance","name":"Payment plan or bill assistance"},"playbook_source":"company","summary":"New York law gives residential customers the right to reasonable installments, budget billing and deposit installments.","evidence":["current bill","income and expense information"],"steps":[{"do":"Ask NYSEG for an installment agreement tailored to your finances, budget billing, or a due date adjusted to a fixed-income payment date.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"do":"If NYSEG refuses a reasonable agreement, call DPS at 800-342-3377 (or 800-342-3355 if facing shutoff)."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"},{"id":"gas-emergency-phone","type":"phone","label":"Natural gas emergencies (leave the area; 911 also accepted)","value":"+1-800-572-1121","notes":"Seen only in a search-result summary of this page.","source":"https://www.nyseg.com/outages/stayinformed/outagealerts","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Automated payment line (the company says to pay by phone only through its automated services numbers)","value":"+1-800-600-2275","notes":"From a February 2020 NYSEG/RG&E press release.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"HEFPA: customers must be given the option to pay overdue bills in reasonable installments tailored to their financial circumstances, and must be offered budget (levelized) billing. Customers on a fixed income may have the bill due date adjusted.","issues":["payment_assistance","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: utilities may demand security deposits from existing customers who are delinquent; customers may pay security deposits in up to 12 monthly installments.","issues":["payment_assistance","deposit_refund"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"mailing-address","type":"mail","label":"NYSEG mailing address as listed on the NYS Clean Heat contact page","value":"NYSEG, P.O. Box 5240, Binghamton, NY 13902","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for NYSEG; not confirmed on nyseg.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service, Office of Consumer Services: Helpline 800-342-3377 (complaints), Hotline 800-342-3355 (shut-offs). DPS says to first seek the assistance of the utility; DPS asks the utility to contact you, and if it does not respond within two weeks, contact DPS again.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York State Office of the Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["nyseg.com (and all Avangrid sites) timed out for every automated fetch on 2026-10-13. Outage and gas emergency numbers come only from search-result summaries; confirm them on the bill.","No NYSEG damage-claim channel or assistance program page could be read."],"security":{"official_domains":["nyseg.com"],"never_asks":[{"kind":"policy","claim":"NYSEG and RG&E say they will never demand that customers buy debit cards such as Green Dot cards to make payments (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"NYSEG and RG&E say they provide notice before terminating service for non-payment, and their employees do not perform shut-offs when the Customer Service Center is closed (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as company employees, sometimes with forged caller ID, and threaten to cut service unless the customer pays immediately, usually with a prepaid card.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers know details about the customer and give a call-back number with a recorded greeting that imitates the company's customer service line.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors pose as contractors doing inside gas meter inspections.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-800-572-1111","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":18,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 21 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility for much of upstate New York. An Avangrid company (Avangrid has been a wholly owned subsidiary of Iberdrola since December 2024); its sister utility RG&E has its own website and phone numbers (file rge). Regulated by the New York State Public Service Commission through the Department of Public Service (DPS); residential protections come from the Home Energy Fair Practices Act (HEFPA). nyseg.com timed out for every automated fetch, so channel values come from a NYSERDA (NYS Clean Heat) contact page, a 2020 NYSEG/RG&E press release reposted by the Town of Shawangunk, and search-result summaries of nyseg.com pages where noted.","warnings":[]},"service_outage":{"company":{"id":"nyseg","name":"New York State Electric & Gas","sector":"utility","website":"https://www.nyseg.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report electric outages to the outage line or online; report gas emergencies from a safe place.","evidence":["service address","outage start time"],"steps":[{"do":"Call the electric outage line or use NYSEG's online outage form.","channel":{"id":"electric-outage-phone","type":"phone","label":"Electricity outages or trouble","value":"+1-800-572-1131","purposes":["service_outage"],"notes":"Seen only in a search-result summary of this page (nyseg.com does not load for automated fetches). Call 911 first if life is at risk.","source":"https://www.nyseg.com/support/outages-help","last_verified":"2026-10-13"}},{"do":"If you smell gas, leave and call the gas emergency line or 911 from a safe place.","channel":{"id":"gas-emergency-phone","type":"phone","label":"Natural gas emergencies (leave the area; 911 also accepted)","value":"+1-800-572-1121","notes":"Seen only in a search-result summary of this page.","source":"https://www.nyseg.com/outages/stayinformed/outagealerts","last_verified":"2026-10-13"}}],"channels":[{"id":"electric-outage-phone","type":"phone","label":"Electricity outages or trouble","value":"+1-800-572-1131","purposes":["service_outage"],"notes":"Seen only in a search-result summary of this page (nyseg.com does not load for automated fetches). Call 911 first if life is at risk.","source":"https://www.nyseg.com/support/outages-help","last_verified":"2026-10-13"},{"id":"gas-emergency-phone","type":"phone","label":"Natural gas emergencies (leave the area; 911 also accepted)","value":"+1-800-572-1121","notes":"Seen only in a search-result summary of this page.","source":"https://www.nyseg.com/outages/stayinformed/outagealerts","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Automated payment line (the company says to pay by phone only through its automated services numbers)","value":"+1-800-600-2275","notes":"From a February 2020 NYSEG/RG&E press release.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"mailing-address","type":"mail","label":"NYSEG mailing address as listed on the NYS Clean Heat contact page","value":"NYSEG, P.O. Box 5240, Binghamton, NY 13902","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for NYSEG; not confirmed on nyseg.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service, Office of Consumer Services: Helpline 800-342-3377 (complaints), Hotline 800-342-3355 (shut-offs). DPS says to first seek the assistance of the utility; DPS asks the utility to contact you, and if it does not respond within two weeks, contact DPS again.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York State Office of the Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["nyseg.com (and all Avangrid sites) timed out for every automated fetch on 2026-10-13. Outage and gas emergency numbers come only from search-result summaries; confirm them on the bill.","No NYSEG damage-claim channel or assistance program page could be read."],"security":{"official_domains":["nyseg.com"],"never_asks":[{"kind":"policy","claim":"NYSEG and RG&E say they will never demand that customers buy debit cards such as Green Dot cards to make payments (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"NYSEG and RG&E say they provide notice before terminating service for non-payment, and their employees do not perform shut-offs when the Customer Service Center is closed (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as company employees, sometimes with forged caller ID, and threaten to cut service unless the customer pays immediately, usually with a prepaid card.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers know details about the customer and give a call-back number with a recorded greeting that imitates the company's customer service line.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors pose as contractors doing inside gas meter inspections.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-800-572-1111","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":18,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 21 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility for much of upstate New York. An Avangrid company (Avangrid has been a wholly owned subsidiary of Iberdrola since December 2024); its sister utility RG&E has its own website and phone numbers (file rge). Regulated by the New York State Public Service Commission through the Department of Public Service (DPS); residential protections come from the Home Energy Fair Practices Act (HEFPA). nyseg.com timed out for every automated fetch, so channel values come from a NYSERDA (NYS Clean Heat) contact page, a 2020 NYSEG/RG&E press release reposted by the Town of Shawangunk, and search-result summaries of nyseg.com pages where noted.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"mailing-address","type":"mail","label":"NYSEG mailing address as listed on the NYS Clean Heat contact page","value":"NYSEG, P.O. Box 5240, Binghamton, NY 13902","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for NYSEG; not confirmed on nyseg.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}},{"index":3,"rung":"state_agency","note":"New York State Public Service Commission / Department of Public Service, Office of Consumer Services: Helpline 800-342-3377 (complaints), Hotline 800-342-3355 (shut-offs). DPS says to first seek the assistance of the utility; DPS asks the utility to contact you, and if it does not respond within two weeks, contact DPS again.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York State Office of the Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["nyseg.com"],"never_asks":[{"kind":"policy","claim":"NYSEG and RG&E say they will never demand that customers buy debit cards such as Green Dot cards to make payments (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"NYSEG and RG&E say they provide notice before terminating service for non-payment, and their employees do not perform shut-offs when the Customer Service Center is closed (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as company employees, sometimes with forged caller ID, and threaten to cut service unless the customer pays immediately, usually with a prepaid card.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers know details about the customer and give a call-back number with a recorded greeting that imitates the company's customer service line.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors pose as contractors doing inside gas meter inspections.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-800-572-1111","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":18,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 21 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"dossier":null,"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"}}