PRIA Logo™
New YorkS 26792025-2026 Regular SessionSenate

Relates to call centers for gas and electric corporations

Sponsored By: Jessica Ramos (Democratic)

Signed by Governor

RULESENERGY

Personalized for You

How does this bill affect your finances?

Personalize government policy and PRIA will tell you what this bill means for your household, plus every other piece of legislation we track. PRIA reads each provision against your financial profile to show you exactly what matters to your wallet.

Free to download

Bill Overview

Analyzed Economic Effects

2 provisions identified: 0 benefits, 0 costs, 2 mixed.

Utility call-center moves face rules and exceptions

New York utilities need Public Service Commission notice, a public hearing, and approval to close customer-help facilities or move operations outside their New York service area or state. The service area is where the utility has a legal duty to serve. Hearings must be scheduled at least 60 days after the commission receives notice, with at least 30 days' public notice. Hearings are physical forums open to the public; testimony must concern relevant facts, and repetitive or irrelevant testimony can be excluded. Temporary transfers are allowed for training, approved flexible-work sites, or emergencies that prevent an adequate response. Emergencies include disasters, cyberattacks, temporary internet, phone or power loss, state or local emergencies, and calls exceeding normal staffing capacity. Emergency transfers last only through the emergency; utilities must notify the commission within 10 business days after claiming the exception. Flexible-work policies for union-represented employees require mutual agreement and must follow these rules. Moves to in-state call centers existing before the effective date of the earlier 2005 law are exempt. The law also repeals a 2024 call-center enforcement subdivision, but the supplied text does not explain its requirements.

Utility customers get help with narrower rules

New York gas and electric utilities must provide customer help by phone or in writing. Required help covers bills, rates, company rules, deposits, payment plans, financial statements, and referrals to social-service and assistance programs. It also covers starting or ending service, emergencies, shared meters, meter access, service orders, trouble reports, and high-bill investigations. Email, text, and chat are not required, though utilities can offer them. The law removes the rule counting each customer message as a separate assistance instance and excludes internal department messages resolving inquiries. Collection assistance excludes matters sent to outside collection agencies and direct efforts to recover overdue money.

Sponsors & Cosponsors

Sponsor

  • Jessica Ramos

    Democratic • Senate

Cosponsors

There are no cosponsors for this bill.

Roll Call Votes

All Roll Calls

Yes: 215 • No: 12

House vote • 3/5/2025

Assembly floor vote

Yes: 141 • No: 7

Senate vote • 2/12/2025

FLOOR Vote

Yes: 56 • No: 3

committee vote • 1/27/2025

Rules Committee Vote

Yes: 18 • No: 2

Actions Timeline

  1. SIGNED CHAP.107

    3/7/2025Senate

  2. DELIVERED TO GOVERNOR

    3/7/2025Senate

  3. RETURNED TO SENATE

    3/5/2025House

  4. PASSED ASSEMBLY

    3/5/2025House

  5. ORDERED TO THIRD READING RULES CAL.96

    3/5/2025House

  6. SUBSTITUTED FOR A2579

    3/5/2025House

  7. REFERRED TO ENERGY

    2/12/2025House

  8. DELIVERED TO ASSEMBLY

    2/12/2025Senate

  9. PASSED SENATE

    2/12/2025Senate

  10. ORDERED TO THIRD READING CAL.162

    1/27/2025Senate

  11. REFERRED TO RULES

    1/22/2025Senate

Bill Text

  • Original

    1/22/2025

    PDF

Related Bills

Back to State Legislation