RG&E Addresses Billing Questions, Offers Assistance to Customers Concerned About Bills

Company pledges to work with customers to address billing concerns caused by increasing global energy prices and pandemic-related challenges

ROCHESTER, NY — March 31, 2022 — Rochester Gas and Electric (RG&E) is reminding customers that the company stands ready to assist after recent reports indicate that a limited number of customers have received delayed bills as a result of pandemic related causes. Likewise, increased energy supply prices around the globe have led to higher than expected bills. To support customers, the company has announced a series of actions it is taking to provide assistance during this time.

“RG&E is committed to putting customers first and part of that commitment is ensuring that we provide flexible options and services to help those that might be in need,” said Terri VanBrooker, Vice President of Customer Service for RG&E. “Unfortunately, we have two issues converging – higher supply prices in recent months and delayed bills as a result of meter reading issues caused by the pandemic. This is resulting in higher energy bills for our customers.”

Recently, RG&E reported that some customers have experienced delayed bills as a result of challenges the company has faced obtaining meter reads and other pandemic related impacts. RG&E is working to proactively communicate with customers affected by this delay and will allow them to make payments over time, waiving any associated late fees and ensuring no collection action.

Additionally, customers may notice higher prices associated with increased energy supply prices, largely attributable to increasing natural gas prices around the globe. RG&E notes that it does not benefit from increased supply charges, as supply charges are passthrough costs that represent the actual cost of purchasing the energy to deliver to customers. RG&E does not own generation but procures energy on the open market which has experienced a rise in natural gas prices due to supply constraints and global events. The majority of electric generation in New York comes from natural gas which has had a knock-on effect on electricity prices. Customers can view their current and historical market supply prices for electricity or natural gas at rge.com at any time.

To address these issues, RG&E offers the following tips for customers:

Understand and Manage your Monthly Bill

While we don’t control the market supply price of energy, we do have resources that can help you control your costs. Visit rge.com/UnderstandYourUsage to learn more. 

Use Less Energy

Take control of your energy costs with our no-cost or low-cost Energy Savings Tips. Check out our Smart Energy Programs where you can find rebates and incentives to help lower your energy use and control your costs. Visit rge.com/EnergyEfficiencyPrograms to get started.

Shop for Supply

It’s your choice! You can shop for your supply through an Energy Services Company (ESCO), or supplier, at any time. Go to rge.com/choice to view a list of current suppliers and some helpful questions to ask suppliers as you shop.

Manage Your Bill

We’re here to help with resources and assistance to help you manage your monthly bills.

  • With Budget Billing you can spread your energy costs evenly over 12 months and know what your bill will be in advance. We'll routinely review your account and adjust your monthly payment according to recent usage and energy prices.
  • Are you – or someone you know having trouble managing energy bills? We have Payment Plans that can help. Simply log in to My Account at rge.com to view available payment plan options or contact us at 877.266.3492 so we can find a solution together. Customers may experience higher call wait times due to call volume at the outset of the week so we recommend contacting RG&E on Tuesday – Friday.
  • The Home Energy Assistance Program (HEAP) and Emergency HEAP are federal grant programs that help income-eligible households pay for energy bills, repairs and weatherization.
  • Our Energy Assistance Program (EAP) helps eligible customers manage their energy bills through a monthly bill discount. You’re automatically enrolled with a current HEAP benefit, and we’ve recently expanded eligibility criteria with a new application if you receive other assistance.
  • Project SHARE helps qualifying customers, active military members and veterans. Applications must be submitted by an authorized intake agency or by calling HeartShare Human Services of New York at 800.599.4327. To find an intake agency in your area, please call 844.579.5555 or visit heartshare.org.

For a full list of programs, visit rge.com/HelpWithBill

RG&E is a subsidiary of AVANGRID, Inc. 

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About RG&E: Rochester Gas and Electric Corporation (RG&E) is a subsidiary of AVANGRID, Inc. Established in 1848, RG&E operates approximately 8,800 miles of electric distribution lines and 1,100 miles of electric transmission lines. It also operates approximately 10,600 miles of natural gas distribution pipelines and 105 miles of gas transmission pipelines. It serves approximately 378,500 electricity customers and 313,000 natural gas customers in a nine-county region in New York surrounding the City of Rochester. For more information, visit rge.com. 

About AVANGRID: AVANGRID, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $39 billion in assets and operations in 24 U.S. states, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 7,000 people and has been recognized by Forbes and Just Capital as one of the 2021 JUST 100 companies - a list of America's best corporate citizens - and was ranked number one within the utility sector for its commitment to the environment and the communities it serves. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2021 for the third consecutive year by the Ethisphere Institute. For more information, visit avangrid.com.

Learn about the Iberdrola Group’s global pandemic response at its COVID-19 Hub.

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