RG&E Reminds Customers of Availability of HEAP Emergency Assistance

As Part of Federal Requirement, HEAP Eligibility Triggered by Shut-Off Notices 

Company Will Not Issue Late Payment Charges or Perform Residential Disconnections

Rochester, NY – February 3, 2023 — RG&E announced late payment charge suspension, bill credits, and other assistance programs for customers in need earlier this winter. Those programs continue, and the Company will not perform any residential shut-offs of service through March 1, 2023. Customers in arrears may receive a shut-off notice if they have not yet reconciled their bills; these notices are necessary as they enable them to apply for emergency assistance. 

“We continue to improve our billing and customer service, and programs are available for customers who need relief this winter due to high supply prices or financial hardship,” said Patricia Nilsen, president and CEO of NYSEG and RG&E. “Similar to the shut-off moratorium RG&E observed during the pandemic, recent relief efforts for customers, like late payment charge suspension and bill relief credits, are designed to help people, and we are administering both programs now. Your service will not be shut off while these programs are in place, we issue notices as we know they open opportunities for governmental assistance.”

The federal Home Energy Assistance Program (HEAP) requires RG&E to send shut-off notices to allow customers to be eligible for this emergency assistance. HEAP assists low-income people in paying for the cost of heating their homes. Those eligible may receive one regular HEAP benefit per program year and could also be eligible for emergency HEAP benefits if they are in danger of running out of fuel. For more information on how to apply for HEAP or Emergency HEAP, including the necessary income qualifications, customers are urged to visit the New York State OTDA website.

RG&E does not own generation, but procures energy on the open market, which has experienced rising prices due to increased fuel prices, supply constraints, and global events. The Company doesn’t realize any financial benefit from supply charges, as they are passthrough costs that represent the actual cost of purchasing the energy to deliver to customers. RG&E suspended late payment charges for all customers from December 1, 2022 through April 15, 2023. Residential and small business customers who meet the criteria for bill credits will have them processed automatically, and do not need to take any action. 

RG&E remains committed to its customers. Their concerns have been heard. The company will continue to improve the customer experience and anticipates being back to a steady state later in 2023, with additional hiring and training as it emerges from pandemic impacts.

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