BILL NUMBER: S8946
SPONSOR: OBERACKER
 
TITLE OF BILL:
An act to amend the public service law, in relation to requiring gas and
electric corporations provide in-person customer service representatives
and maintain a publicly accessible outage and emergency tracking website
 
PURPOSE:
Requires gas and electric utility providers to maintain live, in-person
customer service representatives and to operate a publicly accessible
website with real-time outage and emergency information.
 
SUMMARY OF PROVISIONS:
Section 1. Paragraph (a) of subdivision 13 of section 65 of the public
service law, as amended by Chapter 107 of laws of 2025, is amended to
read as follows: (a) providing information on outages and emergencies.
Such call center shall always have available in-person customer service
representatives to receive and respond to inquiries by phone.
Section 2 - Section 66 of the public service law is amended by adding a
new subdivision 21-a to read as follows: Every gas corporation, electric
corporation or municipality furnishing utility services shall maintain a
public facing website which shall include real-time information on
outages and emergencies, the nature of such outages and emergencies, and
estimates on when the outages and emergencies will be resolved.
 
EXISTING LAW:
New bill
 
JUSTIFICATION:
Reliable utility service is essential for New York residents and busi-
nesses. During outages or emergencies, customers must be able to access
accurate information and speak directly with a live representative.
Too often, utility customers encounter automated systems and long wait
times when attempting to report outages or obtain assistance. This bill
ensures utility companies maintain in-person customer service represen-
tatives available by phone to respond to customer concerns. In addi-
tion, requiring utilities to operate a publicly accessible website with
real-time outage and emergency updates will improve transparency and
communication. Providing timely information on the nation of outages and
estimated restoration times allows residents and local officials to plan
accordingly. By strengthening communication standards and public
accountability, this legislation ensures utility providers meet basic
service expectations and improves emergency preparedness across New York
State.
 
LEGISLATIVE HISTORY:
None
 
FISCAL IMPLICATIONS:
To be determined.
 
EFFECTIVE DATE:
This act shall take effect one year after it shall have become a law.
Effective immediately, the addition, amendment and/or repeal of any rule
or regulation necessary for the implementation of this act on its effec-
tive date are authorized to be made and completed on or before such
effective date.

Statutes affected:
S8946: 65 public service law, 65(13) public service law, 66 public service law