Frequently Asked Questions (For Spanish version click here.)
To help you understand customer choice, here are some frequently asked questions and answers:
What is customer choice?
Customer choice is the broad term used to refer to the process of selecting your electricity or natural gas energy services company (ESCO) – either RG&E or another supplier (also called an energy services company or ESCO) – while RG&E continues to safely and reliably deliver the energy.
Why customer choice?
Customer choice is required by New York State Public Service Commission (PSC) policy.
What is an energy services company (ESCO)?
An energy services company (ESCO), is an unregulated business that sells electricity or natural gas supply directly to you. RG&E continues to deliver the electricity or natural gas to you. In New York State, unregulated ESCOs must apply for and receive a determination of eligibility from the Consumer Services Division of the New York State Public Service Commission. RG&E is involved in this process to ensure that the ESCOs meet certain financial security requirements and comply with the terms of service.
Do I have to select an ESCO other than RG&E? What are the benefits of customer choice?
Customer choice enables you to shop for your energy supply and empowers you to make the energy supply choice that best suits your needs. You are not required to choose an ESCO other than RG&E to serve your energy supply needs.
If I decide to have an ESCO provide my electricity and/or natural gas supply, who do I call if I have problems with service?
You still call RG&E for service problems, power interruptions, energy delivery, billing questions, natural gas emergencies and the like. RG&E will continue to safely and reliably deliver your energy no matter which supplier you choose. If you have questions about your energy supply or the supply portion of your bill, you should contact your supplier (ESCO) directly.
If I choose an ESCO other than RG&E, can I switch back to RG&E as my supplier?
For electric customers: You can switch from the ESCO Price Option with Supply Adjustment to the RG&E Fixed Price Option or from the ESCO Price Option to the RG&E Variable Price Option at any time; however you should review your agreement with your supplier (ESCO) to determine if there are any time constraints, fees or other restrictions associated with switching.
For gas customers: You can switch at any time. Please be sure to review your contractual agreement with your supplier,.
How often may I switch from RG&E to an ESCO, from an ESCO to RG&E, or from one ESCO to another?
RG&E places no limits on how often you switch; however, ESCOs may limit how often you switch. You should check with the ESCOs regarding switching rules.
If I switch to an ESCO, how will it affect my relationship with RG&E? What will change and what will stay the same?
RG&E is committed to providing outstanding customer service and safe, reliable energy delivery regardless of the supplier you choose. If you switch to a supplier other than RG&E, that energy services company (ESCO) will be responsible for buying the electricity and/or natural gas you need and ensuring that the energy is transported to RG&E’s electricity or natural gas distribution system. RG&E will continue to be responsible for the safe, reliable delivery of your energy, reading the meter(s), providing customer service and responding to emergencies. Depending on the ESCO you choose, your supply charges may be included in your RG&E bill or you may be billed separately by your ESCO for your supply.
What happens if I choose to do business with an ESCO other than RG&E and that ESCO goes out of business or chooses to discontinue providing me with service? In the short term, RG&E will provide you with electricity and/or natural gas supply. You may then shop for another supplier or return to RG&E. Your service will not be discontinued.
If I contact an ESCO, is that company required to serve me?
No, the ESCO is under no obligation to accept you as a customer. Remember, you should understand any contractual obligations before choosing an ESCO.
What should I do before choosing an energy services company (ESCO)? What types of questions should I ask an ESCO?
Make sure the ESCO is on the list of ESCOs qualified to do business in the RG&E service area. Also, ask about and understand any contractual obligations and your rights and responsibilities as a customer before you enroll with an ESCO. Click here for a list of qualified electric ESCOs. Click here for a list of qualified gas ESCOs. For a list of suggested questions to ask an ESCO, click here.
What if someone comes to my door selling energy?
RG&E does not market energy door-to-door. If you have any doubts about the identity of someone who approaches you about your energy supply, you should ask to see a photo identification card and ask for the name and phone number of a supervisor you can contact to verify the person’s identity.
What drives Market Prices?
There are many factors that influence market prices, including load on the system; availability of generation plants; load on the transmission lines, and the cost of fuel burned to produce energy. Basically the price is driven by the demand and supply of electrical energy.
How can I get more information?
If you have additional questions, use the Write to RG&E option on this Web site or view the Contact Information for a list of phone numbers.
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