Public Service Commission

Customer Service Practices

The rates and services of most utilities operating in New York State are regulated by the Public Service Commission. The activities of the Commission are supported by the Department of Public Service. We examined the process used by the Department to resolve complaints made by utility customers. We found that certain actions can be taken to make the process more timely, more efficient and more effective. We also found that improvements can be made in the Department's system for monitoring the extent to which complaints are made against particular utilities. We further found that additional action needs to be taken by the Department as it plans on how it will interact with customers after the electric industry is deregulated.

For a complete copy of Report 96-S-85 click here.
For a copy of the 90-day response click here.
For a copy of the associated follow-up report click here.