Bill > S07405

This bill strengthens complaint handling procedures for the public service commission by modifying existing law to require more comprehensive and timely responses to customer complaints. Specifically, the bill expands the scope of complaint procedures from just residential customers to all customers, mandates that utilities and municipalities provide detailed written responses within specific timeframes (fifteen business days for utility corporations and thirty business days for municipalities), and introduces financial penalties for failing to meet these response timelines. The bill requires utilities and municipalities to maintain and submit their complaint investigation procedures to the commission, provide written reports with supporting documentation, inform complainants about the commission's complaint handling procedures, and refrain from service termination or late billing during complaint investigations. Additionally, the bill specifies that the burden of proof in complaint proceedings lies with the utility corporation or municipality, and that complaint determinations must be written in plain language, explaining the facts, reasons for the determination, required actions, and available further procedures. The penalties for non-compliance are structured as daily fines: $100 per business day for utility corporations exceeding the fifteen-day response period, and $25 per business day for municipalities exceeding the thirty-day response period.

Transportation and Infrastructure

https://www.nysenate.gov/legislation/bills/2025/S7405