Rochester Gas & Electric (RG&E) and New York State Electric & Gas (NYSEG), both under parent company Avangrid, are facing significant penalties from the New York State Public Service Commission (PSC) due to unmet customer service metrics. These fines highlight critical failures in reliability, electric and gas safety, and overall Rge Customer Service performance.
The PSC’s decision comes after an audit prompted by numerous customer complaints and service disruptions. The investigation revealed that RG&E and NYSEG did not meet the required standards across several key performance indicators. Consequently, RG&E is mandated to pay a $7 million penalty, while NYSEG’s fine exceeds $11 million. This financial repercussion underscores the severity of the rge customer service issues and the PSC’s commitment to holding utility providers accountable.
Avangrid has acknowledged the service shortcomings, attributing them to a combination of factors. In a public statement, the company cited “severe post-pandemic challenges,” the “great resignation,” and delays in smart meter approvals as significant contributing elements. They also pointed out that the PSC’s service standards are more stringent compared to those for other New York utilities. These challenges collectively impacted their ability to maintain expected rge customer service levels and operational efficiency.
Optimized alt text: Frustrated customer on hold with RG&E customer service, highlighting long wait times and communication issues.
Despite these challenges, Avangrid asserts that substantial progress has been made in improving rge customer service. The company outlined several initiatives undertaken to address the deficiencies. These include hiring over 140 new staff members to bolster customer service teams and operational capacity. Furthermore, RG&E and NYSEG have organized more than 60 community events across New York State, aiming to engage directly with customers and understand their concerns. These in-person interactions are crucial for rebuilding trust and improving rge customer service relationships.
Technological upgrades are also a key component of the improvement strategy. Avangrid highlighted the rollout of 570,000 smart meters as a “game-changing” advancement, following state approval. These smart meters are expected to enhance billing accuracy and provide customers with better insights into their energy consumption. Additionally, the company is investing heavily in grid modernization projects, allocating over $2.1 billion towards grid automation, tree trimming, and the installation of 45,000 new utility poles. These investments are geared towards enhancing electric reliability and resilience, directly impacting rge customer service through improved infrastructure and reduced outages.
The initial results of these efforts are showing promise. Avangrid reports a significant decrease in estimated bills and a substantial improvement in call answering times, with a majority of calls now answered within 30 seconds. Customer satisfaction metrics are also reportedly rebounding. These positive indicators suggest that RG&E and NYSEG’s commitment to enhancing rge customer service is beginning to yield tangible results.
Looking ahead, Avangrid pledges to maintain this momentum through continued investments and the dedication of their workforce. The focus remains on providing reliable and responsive rge customer service to customers across their service areas. The fines serve as a stark reminder of the importance of meeting customer expectations and maintaining high standards of service within the utility sector.
