NYSEG and RG&E Unveil New My Account Dashboard
Redesign simplifies access to key billing information, delivering on the Companies’ commitment to improve customer experience.
BINGHAMTON, N.Y. — March 6, 2026 — New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) unveiled a new My Account dashboard that customers can access on a computer, tablet, or other smart device. The goal of the redesign is to provide customers with as much information as possible, with a simple view, and to help customers understand their bills.
“This redesign is about providing more clarity to our customers,” said NYSEG and RG&E Vice President of Customer Service Christine Alexander. “We want every customer to feel comfortable reading their bill. By simplifying the layout and clearly highlighting the amount due, we’re making the billing experience easier, friendlier, and more reassuring.”
Key enhancements include color-coded billing statuses. A new visual system uses color cues to represent if no payment is due, a bill is due, a bill payment is past due, or if a final disconnect notice is issued. This allows customers to immediately recognize their account condition. Important billing information is displayed with larger font sizes and in prominent positions on the page, helping customers quickly understand what action is needed.
The dashboard also features a new “Take Action” section, offering current usage and cost, comparing data from previous periods to identify trends. Customers can explore payment options to get help paying their bills. Customers can manage their monthly energy usage using the Energy Manager tool and learn about pricing and rates.
The Companies are proposing to make nearly $1 billion in investments to improve customer service over five years, including its call centers, billing system, and digital tools, as part of the Powering New York rate case proposal. The plan includes digital enhancements and improved functionality for customers who prefer to interact through the Companies’ app or website.
It is NYSEG and RG&E’s goal to provide state-of-the-art assistance to customers. Over the past year, the Companies have made significant improvements to achieve that. Both NYSEG and RG&E received fewer complaints, and report that approximately 84% of customers are satisfied. The Companies continue to prioritize digital tools that simplify interactions and improve overall accessibility for customers. Since 2022, the Companies invested more than $1 billion in customer service tools to enhance the customer experience, which included bill assistance programs.
About NYSEG: New York State Electric & Gas Corporation (NYSEG) is a subsidiary of Avangrid, Inc. Established in 1852, NYSEG operates approximately 35,000 miles of electric distribution lines and 4,500 miles of electric transmission lines across more than 40% of upstate New York. It also operates more than 8,150 miles of natural gas distribution pipelines and 20 miles of gas transmission pipelines. It serves approximately 894,000 electricity customers and 266,000 natural gas customers. For more information, visit www.nyseg.com.
About RG&E: Rochester Gas and Electric Corporation (RG&E) is a subsidiary of Avangrid, Inc. Established in 1848, RG&E operates approximately 8,800 miles of electric distribution lines and 1,100 miles of electric transmission lines. It also operates approximately 10,600 miles of natural gas distribution pipelines and 105 miles of gas transmission pipelines. It serves approximately 378,500 electricity customers and 313,000 natural gas customers in a nine-county region in New York surrounding the City of Rochester. For more information, visit www.rge.com.
About Avangrid: Avangrid, Inc. is a leading energy company in the United States working to meet the growing demand for energy for homes and businesses across the nation through service, innovation, and continued investments by expanding grid infrastructure and energy generation projects. Avangrid has offices in Connecticut, New York, Massachusetts, Maine, and Oregon, including operations in 23 states with approximately $48 billion in assets, and has two primary lines of business: networks and power. Through its networks business, Avangrid owns and operates eight electric and natural gas utilities, serving more than 3.4 million customers in New York and New England. Through its power generation business, Avangrid owns and operates 80 energy generation facilities across the United States producing 10.5 GW of power for over 3.1 million customers. Avangrid employs approximately 8,000 people and has been recognized by JUST Capital as one of the JUST 100 companies – a ranking of America’s best corporate citizens – in 2025 for the fifth consecutive year. The company was named among the World’s Most Ethical Companies in 2025 for the seventh consecutive year by the Ethisphere Institute. Avangrid is a member of the group of companies controlled by Iberdrola, S.A. For more information, visit http://www.avangrid.com.
Media Contact:
Alexis Arnold
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