New York S 7405: Relates to complaint handling procedures for customers of public utilities

Bill Text

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S07405 Summary:

BILL NOS07405 

&nbsp

SAME ASSAME AS A01441-A

&nbsp

SPONSORCOMRIE

&nbsp

COSPNSR

&nbsp

MLTSPNSR

&nbsp

Amd §43, Pub Serv L

&nbsp

Strengthens provisions relating to complaint handling procedures by the public service commission; requires certain response times.

Go to top S07405 Actions:

BILL NOS07405 

&nbsp

04/15/2025REFERRED TO ENERGY AND TELECOMMUNICATIONS

01/07/2026REFERRED TO ENERGY AND TELECOMMUNICATIONS

Go to topS07405 Committee&nbspVotes:

Go to topS07405 Floor&nbspVotes:

There are no Assembly votes for this bill in this legislative session.

Go to topS07405 Text:

 STATE OF NEW YORK
 ________________________________________________________________________

 7405

 2025-2026 Regular Sessions

 IN SENATE

 April 15, 2025
 ___________

 Introduced by Sen. COMRIE -- read twice and ordered printed, and when
 printed to be committed to the Committee on Energy and Telecommuni-
 cations

 AN ACT to amend the public service law, in relation to complaint handl-
 ing procedures by the public service commission

 The People of the State of New York, represented in Senate and Assem-
 bly, do enact as follows:

 1 Section 1. Section 43 of the public service law, as added by chapter
 2 713 of the laws of 1981, subdivision 3 as added by chapter 686 of the
 3 laws of 2002, is amended to read as follows:
 4 § 43. Complaint handling procedures. 1. The commission shall maintain
 5 regulations for the handling of [residential] all customer complaints,
 6 which at a minimum shall require that each utility or municipality: (a)
 7 maintain procedures, and provide a copy of those procedures, as amended,
 8 to the commission, for prompt investigation of any complaint on a bill
 9 for gas, steam, or electric service rendered or a deposit required and
 10 for prompt reporting to the complainant [of] within: (i) fifteen busi-
 11 ness days after the result of such investigation for a utility corpo-
 12 ration; or (ii) thirty business days after the result of such investi-
 13 gation for a municipality. [If such] Such report [is made orally, the
 14 utility corporation or municipality shall offer the complainant upon a
 15 written request the opportunity to receive the report in writing] shall
 16 be in writing and provide all supporting documentation; (b) inform any
 17 complainant [whose complaint is resolved in favor of the utility corpo-
 18 ration or municipality, in whole or in part,] of the availability of the
 19 commission's complaint handling procedures; (c) refrain from terminating
 20 service for nonpayment so long as a complaint is pending before a utili-
 21 ty, municipality or the commission and for fifteen days thereafter, or
 22 for such period as the commission for good cause shall establish;
 23 provided however, that as a condition of continued service during the
 24 pendency of any such dispute, a customer shall pay the undisputed

 EXPLANATION--Matter in italics (underscored) is new; matter in brackets
 [ ] is old law to be omitted.
 LBD03245-03-5

 S. 7405 2

 1 portions of any bill for service including bills for current usage, or
 2 such amounts as the commission determines reasonably reflect the cost of
 3 usage to such customer; and (d) refrain from treating the disputed
 4 portion of any bill as late during the pendency of any complaint before
 5 the utility or municipality.
 6 2. The commission shall maintain regulations for complaint handling
 7 procedures including complaints with respect to the negotiation of a
 8 deferred payment agreement which shall include, at a minimum: (a)
 9 provision for investigation and informal review and for appeal to the
 10 commission in its discretion; (b) that the burden of proof in all
 11 proceedings shall be on the utility corporation or municipality, except
 12 as otherwise provided by the commission for good cause; and (c)
 13 provision for parties to receive a written determination of any
 14 complaint[, upon request,] in plain and simple English, which determi-
 15 nation shall set forth the relevant facts established, the reasons for
 16 the determination, what actions must be taken and what further proce-
 17 dures are available to a complainant.
 18 3. [The commission shall use its best efforts to complete its investi-
 19 gation and review and to issue, within ninety days, its fin