Natural gas emergency
We welcome your comments and will respond to your questions or concerns.
For the Media:
Marketing & Sales:
Please visit one of our local authorized pay agents. A list of authorized agents is here.
You can still drop off payments at the following RG&E offices.
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
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 after talking with a supervisor you are still not satisfied, you can call RG&E Customer Appeals at 1.800.743.1150.
If your concern remains unresolved, you can:
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.