Contact Us
View customer service phone numbers and other important contact information for residential and business customers.
Non Emergency Contacts
800.295.7323
24 hours / 7 days a week
800.743.2110
Monday - Friday, 7 a.m. - 7 p.m. (excluding holidays)
Emergency Contacts
Natural Gas Emergency
If you are experiencing a natural gas emergency, or if you suspect a natural gas leak, get up, get out and get away! Then call us immediately at 800.743.1702 or 911 from a safe location.
Electricity Emergency
If you are experiencing a life-threatening electricity emergency, please call 911 immediately. Otherwise, please contact us at 800.743.1701 for electricity outages or trouble, or use our online form.
If your power is out you can report it online or by calling 800.743.1701.
Translation Services:
Translation services are available when calling us for support. Just ask your Customer Service Representative.
We want to speak your language! The following links are instructions regarding how to use web-based translation services based on your choice of browser.
- Translation instructions for Microsoft Edge
- Translation instructions for Chrome
- Translation instructions for Safari
- Deaf and Hard of Hearing (TTY); New York Relay Service - Dial 711
- Dig Safe: 811 or 800.962.7962
Mailing Addresses:
- Payments: RG&E, P.O. Box 847813, Boston, MA 02284-7813
- Customer Service: 180 South Clinton Avenue, Rochester, NY 14604
- Corporate Office: 180 South Clinton Avenue, Rochester, NY 14604
- Find your answers
- Visit us online or contact us at NYSEconomic_Development@rge.com to learn more about economic incentive programs for existing commercial and industrial customers planning to expand or new businesses interested in locating in our service territory.
For the Media:
- Are you a member of the media working on a story? We’re glad to help. Visit For the Media for contact information.
Marketing & Sales:
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Contact us to learn more about our products and programs, including Energy Profiler Online and Hourly Pricing .
- Fill out our energy theft form
- Fill out our property and casualty form
Our offices will be open for Customer Service during the days and hours noted below.
- Sodus: 14 State Street, Monday and Thursday, 9 a.m. - 3 p.m.
- Rochester: 180 S. Clinton Avenue, Monday - Friday, 9 a.m. - 3 p.m.
- Rochester: 400 West Avenue, Monday - Friday, 9 a.m. - 3 p.m.
Proof of residency and identification and any other forms can be emailed, faxed, or mailed to our customer service department at 180 South Clinton Avenue, Rochester, NY 14604.
Please visit one of our local authorized pay agents. A list of authorized agents is here.
Complaint Handling Procedure
Whether you write, contact us by phone or send an email to us, we will address your questions. If you feel our representative has not adequately addressed your concern, please ask to speak with a supervisor.
If your concern remains unresolved, you can:
- Write to the New York State Public Service Commission (PSC), Three Empire State Plaza, Albany, NY 12223.
- Visit the PSC website.
- Call the PSC’s toll-free Helpline at 1.800.342.3377, Monday through Friday, 8:30 a.m. to 4 p.m.
If your complaint involves an RG&E bill, you will not be asked to pay the disputed portion of the bill while the matter is being reviewed by the PSC. However, the remaining balance of the bill in question and any future bills should be paid when due.