Bill > A01441

This bill strengthens complaint handling procedures for the public service commission by modifying existing regulations for utility corporations and municipalities. The bill expands the scope of complaint handling from just residential customers to all customers and establishes specific response time requirements. Utility corporations must now investigate and respond to customer complaints within fifteen business days, while municipalities have thirty business days to respond. The response must be in writing and include supporting documentation. If a utility or municipality fails to meet these response times, they will be subject to financial penalties: $100 per business day for utility corporations and $25 per business day for municipalities. The bill also maintains existing protections such as preventing service termination while a complaint is pending and requiring utilities to inform customers about complaint handling procedures. Additionally, the bill requires that complaint responses be written in plain language, explain the facts and reasons for the determination, and outline any necessary actions and available further procedures. The bill will take effect ninety days after becoming law, with immediate authorization for developing necessary implementing regulations.

Government Affairs, Housing and Urban Affairs, Transportation and Infrastructure

https://www.nysenate.gov/legislation/bills/2025/A1441