Help With Bill – NYSEG

We strive to provide you with reliable and essential energy delivery

Our work doesn’t stop there. We also have many services designed to meet the variety of needs for you and your family.

We’re here to help

Understanding your energy use can help put you in control of your monthly bills. You can use these tips to reduce your energy use while maintaining your comfort. Budget Billing can also help balance seasonal energy costs over the year.

Emergency Rental Assistance Program – New York has $2.7 billion in rent relief funds from the federal Emergency Rental Assistance Program (ERAP). This program provides rental and utility relief payments to help eligible renters maintain housing stability. ERAP applications will no longer be accepted by the Office of Temporary and Disability Assistance after January 20, 2023. Visit otda.ny.gov/programs/Emergency-Rental-Assistance/ to learn more. If you have been approved for a benefit and have questions on the benefit amount applied to your account, please call 844-NY1RENT (844-691-7368).

Electric and Gas Bill Relief Program – Recognizing that the COVID-19 pandemic has caused financial hardship for residents and businesses, we implemented an Electric and Gas Bill Relief Program in 2022, approved by the New York State Public Service Commission for eligible New Yorkers, which reduced balances for past-due bills for customers through a one-time bill credit. 

In January 2023, additional relief for customers who did not previously receive a bill relief credit was approved. Qualifying residential and small business customers are eligible to have any past-due balance from bills for service through May 1, 2022, reduced through a one-time bill credit up to $1,000 for residential customers and up to $1,250 for small businesses.

To qualify for a one-time bill credit in 2023, you must have a past due balance from bills for service through May 1, 2022, and:

1) Be a residential customer who did not previously receive a bill relief credit. 

or

2) Be a small business customer who did not exceed a combined average monthly billed demand of 20 kW during the previous 12 months, or who did not register any single demand in excess of 40 kW and used less than or equal to 7,500 therms per year of natural gas. 

If you qualify, your bill credit will be processed automatically, and you do not need to take any action. You will be notified with a bill message when the one-time credit is applied to your bill. In addition, residential customers will not have their service suspended for non-payment through March 1, 2023, or 30 days after credits are applied, whichever is later. 

Qualifying customers can expect to see one-time bill credits over the coming weeks. If you were enrolled in our Energy Assistance Program (EAP) by December 31, 2022 or have received benefits under New York State’s Emergency Rental Assistance Program (ERAP) or the Home Energy Assistance Program – Regular Arrears Supplement (RAS) in the prior heating season and previously received a bill relief credit, you will not receive an additional credit in 2023. If you’re having trouble managing your bills, we can help. We offer payment plans and can connect you with other assistance that can help. View your available payment plans, review additional assistance available below or contact us if you need assistance learning about your options. 

Life Support Users

We want to know you are safe. We offer special, personalized benefits and services for customers with life-sustaining equipment. 

• Notification of planned outages – before any planned outage, we will specifically tag your meter and code your account. This allows us to notify you before any planned electrical outage so you can make alternate arrangements.

For unplanned electrical outages such as during a storm, we will make every effort to restore service to you as soon as possible. We recommend that you have plans for providing your own backup or relocate in emergency situations. We’ll also keep you updated on power restoration efforts if the duration of an outage extends beyond 24 hours.

• Critical Contact – our enhanced texting service provides you with a convenient and easy way to communicate with us during a storm. This opportunity allows us to text you in preparation for a storm and to make sure you are safe. Please ensure we have your mobile phone number on file so we can reach you. Please provide us your mobile phone number by calling 866.717.2307 Monday through Friday, 7 a.m. to 4:30 p.m., or email us at [email protected].

To stay informed on storm status, restoration times and to report an outage by text, we also encourage you to sign up for Outage Alerts.

• Assistance with bills during financial hardships – if you or a member of your household relies on life sustaining equipment, please let us know. If you need electrical service to operate life support equipment, we require the following:

  • Documentation showing that you are not financially able to pay your bill (we will then request a medical certificate from your physician).
  • Notification every three months that you are unable to pay and your continuing need to operate life-sustaining equipment.

Home Energy Assistance Program (HEAP)

2022-2023 Regular and Emergency HEAP are currently open

HEAP is a federal grant program that helps eligible households pay for energy costs and weatherization. Income eligible customers may receive one regular HEAP benefit per season. Contact your county’s department of social services for more information.

In addition to regular HEAP, you may also be eligible for emergency HEAP benefits. The number of emergency benefits varies per season depending on the availability of funds. 

Funding is limited

HEAP funding is limited so it is important to apply early. If you receive certain Social Security benefits or if you are 60 years of age or older, call your local Office for the Aging and an application may be mailed to you.

Energy Assistance Program (EAP)

EAP is designed to help eligible customers gain control of their energy bills. The program has two levels of assistance, bill credits and arrears forgiveness.

EAP bill credits are available automatically to any customer who receives a HEAP benefit. No application is needed. We’ve also expanded eligibility for EAP. If you receive a HEAP benefit for an alternate fuel source or receive other assistance, you may be eligible. EAP bill credits will continue each year as long as a HEAP benefit is applied to your account or you submit the necessary documentation to qualify. 

A limited number of EAP participants will be able to apply for our EAP arrears forgiveness program.

Project SHARE Heating Fund

The Project SHARE Heating Fund is temporarily closed

Our Project SHARE Heating Fund is designed to help income-eligible customers with energy emergencies. Active duty military personnel and well-discharged veterans with an active disconnect notice may qualify regardless of income.

To receive a Project SHARE Heating Fund grant, you must have an active account with us, have active disconnect notice, meet the current HEAP income guidelines and exhausted all other assistance. 

Third Party Notification

Our Friendly Reminder Third Party Notification service offers you extra peace of mind. A friend, agency or organization you designate will receive a copy of any important notices we may send to you. Interested? Print, complete and send us this Third Party Notification Service form.

Hearing and Speech Impairment Assistance

If you use a telephone (TTY) device in your home, just dial 711 and ask the New York Relay Service operator to contact us at 800.572.1111 .

Interpreter Service

For customers who prefer to speak a language other than English, we offer interpreter services when you call.

One Less Worry

With one call you can place your bill on hold for 30 days should you or a household member be hospitalized.

Sight Saver Billing

Your bill and our EnergyLines newsletter are available in large print at no charge.

Payment Arrangements

If you are having trouble managing your monthly bills, we can help. We now offer online payment arrangements to eligible customers. Simply log in to My Account to see if you have an available payment plan offer for your account and enroll online. 

Don’t see an online payment agreement? You may still qualify for a payment plan for assistance to bring your account up to date. Contact us at 888.315.1755 and we’ll work with you to review available options. We will consider your individual needs and income limitations when working out a down payment and a payment schedule. A down payment may not be necessary and we’ll look at options that help you stay current with your bill while you pay toward your past-due amount. If you are unable to make a payment agreement with us because you do not have the ability to pay, we will refer you to an agency that may be able to assist you. 

Customer Advocates

We are here to help our customers with medical and financial needs through our customer advocate service. If you are having trouble paying your bills or have a medical need that depends on electricity, please contact us.

If you are interested in learning more or enrolling in any of these free services, please contact us or call us at 800.572.1111. 

Do you know about 2-1-1 New York?

2-1-1 New York can connect you to services 24 hours a day, 365 days a year, including holidays. Agents can link you to information and services you need. The call is free and confidential.

Learn more about 2-1-1 New York, including if this service is available in your area, by visiting 211nys.org.

We are here to help

The last thing we want to do is shut off your electricity and natural gas service for nonpayment. If you are having difficulty paying your bill, please call us at 888.315.1755 (Monday through Friday, 7 a.m. to 7 p.m., excluding holidays). The sooner you call, the sooner we can work together on a solution. Here are a few of the services we have to assist you.

Our Services:

Helpful Information:

Other Assistance: