Overview
In November 2025, Governor Hochul announced protections and resources for New Yorkers who will struggle with higher home heating costs due to the decision by Washington Republicans to cut off federal funding to the Home Energy Assistance Program (HEAP) amid their ongoing federal government shutdown.
At the Governor’s direction, DPS directed utilities for at least the next month to not disenroll New York households who were receiving HEAP from the state EAPs. That means the credits through the state program will continue for the time being. This action will protect tens of thousands of New Yorkers from losing critical support at the beginning of cold season.
If you are threatened with a residential electric or natural gas shutoff, contact the NYS Department of Public Service at 800-342-3355 Monday through Friday, 7:30 a.m. to 7:30 p.m.
For additional resources to help manage energy usage and related bills, protections for utility consumers, and tips for staying safe this winter season, visit the DPS Winter Preparedness Webpage.
Consumer Protections in New York State
Your Rights Under HEFPA
The Home Energy Fair Practices Act (HEFPA) – also known as the “Utility Consumers’ Bill of Rights” -- provides residential customers with comprehensive protections in areas relating to their energy service such as the initiation of service (application), termination and reconnection of service; deferred payment agreements; customer billing; and complaint procedures.
Cold Weather Rules: HEFPA includes special protections and shut off procedures for circumstances where customer health and safety may be threatened by lack of service. Between November 1 and April 15, service providers must make a special effort to communicate with customers to determine whether terminating heat-related service will result in serious impairment to health or safety. The Cold Weather Rules can be found in §11.5(c) of the HEFPA regulations.
Holiday Moratorium Rules: HEFPA also requires utilities to suspend termination of service to residential consumers for non-payment of bills during a two-week period encompassing Christmas and New Year’s Day. These holiday period Moratorium Rules can be found in §11.4(4)(ii) of the HEFPA regulations. In compliance with this rule, the major gas, and electric utilities annually provide their moratorium dates.
HEFPA provides special protections for consumers with medical emergencies; or who are elderly, blind or disabled; and to all consumers during the cold weather period between November 1 and April 15.
If you qualify for the elderly, blind or disabled protections, you should immediately notify your utility so it can code your account with this information should it be needed in the future. This information will be kept in strict confidence.
Special Protections During Extreme Cold Temperature Events
The New York State electric utilities have established practices and procedures for halting terminations due to non-payment during extreme cold temperature events. These procedures are approved and detailed within each respective utilities’ websites.
- Central Hudson: Special Protections During Hot or Cold Weather
- Con Edison: Special Protections During Hot or Cold Weather
- National Grid: Extreme Cold Weather Protections
- New York State Electric & Gas: Extreme Weather
- Orange & Rockland: Special Protections During Cold or Hot Weather
- PSEG – Long Island: Extreme Weather
- Rochester Gas & Electric: Extreme Weather
When a Supplier or Contractor Doesn’t Live Up to Their Contract
In New York, if a company fails to fulfill its contract or misleads customers (for example, in the context of delivered fuels), the Attorney General’s office can become involved. Consumers can file a complaint directly with the AG’s office via the “File a Complaint: Consumer Issues” webpage. This recourse is especially important given that some segments of the energy market (such as delivered fuels) are not regulated by the PSC.
Learn More and File a Complaint Through the Attorney General’s Office
How to Prevent Energy Shutoffs
Generally, your service may not be disconnected unless your utility has given you a final notice, in writing or in person, in enough time to remedy the situation.
If you have a problem or complaint, call your utility first, as soon as you are aware of the problem. Only call the Department of Public Service (DPS) if you are unable to resolve your problem with your utility.
If your service has been, or is about to be, terminated for non-payment, or if a utility has refused to provide residential electric, natural gas or steam service, you can call DPS’ special toll-free Emergency Hotline between 7:30 a.m. and 7:30 p.m. on business days.
Contact DPS’ Emergency Hotline: 1-800-342-3355
Support for Struggling Customers
Contact Your Service Provider About a Deferred Payment Agreement
Anyone having difficulty paying their utility bills should contact their service provider to negotiate a Deferred Payment Agreement (DPA), a tool that allows customers to pay down arrears over time and avoid disconnection.
Reach out directly to the PSC’s Consumer Services Division for assistance or to file a complaint.
Contact PSC's Consumer Services Division
Apply for Emergency Assistance through OTDA
Households lacking resources that can't afford a fuel delivery or are facing a utility shutoff can apply for Emergency Assistance through their local department of social services.
Learn more about applying for Emergency Assistance
Find your local department of social services
Anyone facing a heating emergency should contact their local department of social services as soon as possible, so they can be interviewed and informed in writing about the decision on their emergency the same day they apply.
While this emergency assistance is provided through the Temporary Assistance program, applicants are not required to be eligible for ongoing Temporary Assistance in order to qualify.
New Yorkers unable to pay for heating fuel or the cost of delivery that qualify for assistance can expect to get a delivery of fuel as quickly as the same day. This would include households that heat with oil, kerosene, propane, wood, or other deliverable fuels.