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:
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: 256 Waring Road, Monday - Friday, 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 89 East Avenue, Rochester, NY 14649-0001

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.