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 you or your family members may have:
Special Coding for Life Support Users
If you need RG&E service to operate life support equipment, you must show documentation that you are not financially able to pay the bill. We will then request a medical certificate. You must notify us every three (3) months that you are unable to pay, and keep us informed of your continuing need to operate life support equipment.
As an added service for all customers on life support, we will specifically tag your meter and code your account. We can then notify you before any planned electrical outage so you can make alternate arrangements. For unplanned electrical outages, such as during a storm, RG&E will make every effort to restore service to you as soon as possible. You should have plans for providing your own backup in emergency situations.
To learn more, contact us online or by calling 1.800.743.2110.
Home Energy Assistance Program - The 2012-2013 HEAP season is now closed.
The Home Energy Assistance Program (HEAP) is a federal grant program that helps eligible households pay for energy costs, repairs and weatherization. Income eligible customers
may receive one regular HEAP benefit per season. The 2012/2013 HEAP season began November 19, 2012. Funding is limited. Contact your county's department of social services to apply.
In addition to regular HEAP, the household may also be eligible for emergency HEAP benefits. The number of emergency benefits varies per season depending on the availability of funds. The emergency HEAP program began January 2, 2013.
Funding is Limited
HEAP funding is limited so it is important to apply early. If you receive any type of Social Security benefit 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
RG&E’s Energy Assistance Program (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. A limited number of EAP participants will be able to apply for our EAP arrears forgiveness program. EAP bill credits will continue each year as long as a HEAP benefit is applied to your RG&E account.
Red Cross/RG&E Heating Fund
The Red Cross/RG&E Heating Fund, administered by the American Red Cross Greater Rochester Chapter, is an emergency energy assistance program which specifically targets those who are not eligible for government assistance programs, such as HEAP. Now open year-round, the Red Cross/RG&E Heating Fund is supported by contributions from RG&E customers, shareholders and the community, and provides grants to eligible applicants.
Third Party Notification
This option is designed to protect you from service disconnection due to unpaid bills. Third Party Notification lets you designate a relative, friend, or a social service agency of your choice who you want to receive important information about your RG&E account (such as a service disconnection notice). This is particularly advantageous to the elderly and those who live alone or are seriously ill.
Quarterly Billing for Senior Citizens
If you are 62 years of age or older and you meet the guidelines now specified by New York State law, you may pay your RG&E bill on a quarterly basis rather than each month. To qualify, you must be a residential customer whose annual billing is $150 or less.
If you are visually-impaired and have difficulty reading your RG&E bill, you may request a large-print bill. If you make this request, we will make an enlarged photocopy of your bill and the bill insert each month. Both bills, the original and enlarged photocopy, will be mailed to you for your convenience. There is no charge for this service.
For more information on large-print bills, contact us.
If you know someone who is blind, you may request that a Braille bill and bill insert be sent
to them. Both bills, the original and the Braille version, will be sent to them for their convenience. There is no charge for this service. To request a Braille bill, either Write to RG&E or contact us.
Special Coding for Seniors
If you are a senior citizen (62 years of age or older) or are blind or disabled and ALL members of your household are senior citizens, blind, disabled, or under 18 years of age, you are covered by certain rights and protections under New York State law. This protection includes an RG&E obligation to make special efforts to maintain your service. We will contact you at least three (3) days before a scheduled shutoff for non-payment to work out a fair payment plan with you.
If an agreement cannot be reached, we will notify the Department of Social Services and will continue your RG&E service another 15 days. If service is disconnected, we will try to contact you again within 10 days to offer a plan to restore service.
For more information on any of our special needs billing services, contact us.
If you are having a problem paying your RG&E bill, you should first call our office. We will work with you to arrange a payment agreement. We will consider your individual needs and income limitations when working out a down payment and a payment schedule. The length of the agreement and amount of each monthly payment will be decided between us. A down payment may not be necessary. We wish to 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.
For more information contact us.