Contact Us - Accordion

Contact Us

View customer service phone numbers and other important contact information for residential and business customers.

Non Emergency Contacts

24 hours / 7 days a week

Monday - Friday, 7 a.m. - 7 p.m. (excluding holidays)

Emergency Contacts

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.

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.

Contact Us

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.

Other Numbers:
  • 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
Frequently Asked Questions:
Economic Development:
  • Visit us online or contact us at 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: 

Energy Theft:
Property and Casualty Claim:
Shareholder Services:
Walk-in offices

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.

Node: liferay-0:8080