Contact Us

In case of an emergency

Natural gas emergency

If you are experiencing a natural gas emergency, or if you smell a natural gas odor, get up, get out and get away! Then immediately call us 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.

Other Inquiries

We welcome your comments and will respond to your questions or concerns.


  • Self Service Line: 800.295.7323                (24 hours/7days)
  • Customer Service: 800.743.2110               (Monday - Friday, 7 a.m. - 7 p.m., excluding holidays)
  • Payment Arrangements: 877.266.3492
Other Numbers:
  • Hearing/Speech impaired (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:                                     89 East Avenue, Rochester, NY 14649-0001
  • Corporate Office:                                       89 East Avenue, Rochester, NY 14649-0001
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:
Thoughts on our Website?

Walk-in offices

Our district offices are open from 8 a.m. to 5 p.m. Monday through Friday:

  • Canandaigua: 79 Clark Street
  • Sodus: 14 State Street
  • Fillmore: 32 Main Street

 The following Rochester offices are open from 8:30 a.m. to 5 p.m. Monday through Friday:

  • 256 Waring Road
  • 89 East Avenue
  • 400 West Avenue

 West Avenue is also open Saturdays from 9 a.m. to noon.