Relates to enhanced customer service standards and compliance framework for utility customer assistance operations

Summary

The bill adds new rules for gas and electric utilities’ customer assistance centers, setting performance targets for emergency call hold times, first‑call resolution, customer satisfaction, and system availability. It applies equally to in‑state and out‑of‑state centers that handle more than 1,000 New York customer contacts each year, and mandates annual certification by the Public Service Commission with third‑party audits. The aim is to protect consumers, ensure reliable emergency response, and keep regulatory requirements proportional to the benefits delivered.

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