NYSEG and RG&E, subsidiaries of Avangrid, are facing criticism following a state audit that uncovered major deficiencies in their operations and customer service. The audit issued nearly 130 recommendations, citing concerns with asset management, customer service outsourcing, and cybersecurity.
Key findings include:
Underinvestment in asset management, contributing to NYSEG’s poor electric reliability.
Inaccurate reporting of customer service performance metrics.
Problems with billing practices, including prolonged use of estimated meter readings.
Non-compliance with state regulations regarding response times to gas leaks and emergencies.
The New York State Public Service Commission responded with a notice of apparent violations. Community advocate Michi Wenderlich of Metro Justice voiced local concerns about these issues.
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