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New YorkS 26792025-2026 Regular SessionSenateWALLET

Relates to call centers for gas and electric corporations

Sponsored By: Jessica Ramos (Democratic)

Became Law

RULESENERGY

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Bill Overview

Analyzed Economic Effects

3 provisions identified: 2 benefits, 1 costs, 0 mixed.

Limits on closing or moving utility call centers

A gas or electric company cannot close a call center or move customer help outside its New York service area or outside New York without notice, a hearing, and Public Service Commission approval. The Commission must hold a public hearing at least 60 days after notice. Temporary moves are allowed for emergencies (like a disaster, cyber attack, loss of phones or power, a declared emergency, or call spikes), for training, or for work flexibility policies agreed with the union for represented staff. Emergency moves must be temporary, and the company must notify the Commission within 10 business days. Sending calls to any New York call center that existed before this 2025 amendment is also allowed.

Stronger help from utility call centers

The law requires gas and electric companies to help customers by phone or in writing. Help covers starting or stopping service, emergencies, shared metering, meters, deposits, rates, bills, and high-bill checks. They must process payments, deposits, financial statements, and payment plans, and explain company rules and rates. They can refer you to social services and other programs. Calls sent to outside debt collectors or efforts to collect past-due money are not "collection assistance," and internal handoffs between departments are not covered.

Repeal and timing for call center rules

The law repeals subdivision 4-a of section 25 of the Public Service Law that was added in 2024 for utility call centers. Any rules or penalties in that subdivision no longer apply. The law takes effect on the 100th day after it becomes law. It applies only to actions or proceedings that start on or after that date.

Sponsors & Cosponsors

Sponsor

  • Jessica Ramos

    Democratic • Senate

Cosponsors

There are no cosponsors for this bill.

Roll Call Votes

All Roll Calls

Yes: 74 • No: 5

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

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