BUFFALO, N.Y. — 2 On Your Side continues seeking information about the changing utility landscape in New York State to help customers advocate for themselves and stay informed.
The Public Utility Law Project has pursued the same mission on behalf of low-income New Yorkers for the past 40 years and litigated on some of their behalf.
"You know customers should definitely keep an eye on their bills," said Laurie Wheelock, law project Executive Director and General Counsel.
With multiple rate hikes being implemented or considered by gas and electric providers across New York, customers should be asking questions she said.
"If you see something, go with your gut there could be something wrong or again there might just be a question you want to ask," Wheelock said.
Customers from NYSEG recently contacted 2 On Your Side when they noticed higher-than-normal electric bills; the result of several factors and each customer's unique situation according to NYSEG and RG&E President and CEO Patricia Nilsen.
"Our reaction has been please call us because every concern is unique," said Nilsen.
Wheelock added, "Even if you're an auto-pay customer or on budget billing, take a look and just monitor your usage."
While NYSEG and RG&E customers have been the focus recently having implemented their rate hikes in November 2023. National Grid has its rate hike proposal currently before the State Public Service Commission meaning those customers will more than likely see their utility bills increase within the next year.
The regulator is expected to issue a decision on National Grid's proposal before the end of the year. A public hearing on the rate hike is scheduled for Tuesday, September 24 at 4 p.m. in the Buffalo Central Library Auditorium.
"There's been a lot of volatility in the last few years on the supply side of rates as well between the war in Ukraine and the COVID-19 pandemic," said Wheelock.
All of which she said also impact customers, in addition to the cost of manpower and infrastructure investment.
Another factor Wheelock explained is how the replacement of old analog electric meters with new smart meters may impact your bill even if you haven't changed your usage.
"Sometimes when the meters stop working when they get older they may undercount and so if you get a new meter they may go back and correct your bill," she said.
NYSEG smart meter installation is underway in and around Lancaster and a National Grid spokesperson tells 2 On Your Side they will start installing Smart Meters within the next 12 to 15 months. Customers can opt out of the swap but may face a monthly charge.
If customers have questions they want answered they are urged to contact their provider first, however, if you are unsatisfied with the answer you receive complaints can be filed with the Public Service Commission (PSC).
After NYSEG customers reached out to 2 On Your Side a spokesperson for the PSC said:
"While the agency has not seen a dramatic increase in the number of complaints regarding NYSEG utility bills if a customer has a concern about their bill, they are strongly encouraged to contact their utility directly. In the event that the utility is not responsive to the complaint, the customer can contact the Public Service Commission to file a complaint at https://dps.ny.gov/file-complaint."
Wheelock added that if customers are low-income or on social security and may struggle to pay their higher or soon-to-be-higher utility bill there are some options.
"You should look into the Home Energy Affordability Grant Program HEAP it can provide a grant off of your heating bill and NYSEG also has a discount program with the energy affordability program you can actually get money off your bill if you are low-income," Wheelock said.
For HEAP filing information for the county you live in click here.