NY A10236

Establishes performance standards for gas and electric utility customer assistance call centers handling over 1,000 annual New York customer contacts, including emergency call hold times averaging under 30 seconds, 85% first-call resolution rates, and minimum 4.0/5.0 customer satisfaction scores

Requires utilities with out-of-state call centers to submit geographic risk mitigation plans demonstrating staff knowledge of New York weather patterns, emergency protocols, and ability to contact in-state dispatch personnel within 15-30 minutes

Creates tiered penalty structure ranging from $25,000-$100,000 for certification failures plus $2,500-$10,000 daily for continued non-compliance, with penalty multipliers of 1.5x to 3x for repeat violations within three years

Mandates annual on-site audits for out-of-state facilities and biennial audits for in-state centers, with quarterly remote monitoring and enhanced documentation requirements for out-of-state operations

Authorizes the Public Service Commission to disallow up to 25% of costs for out-of-state customer assistance operations that fail to meet service quality standards, while providing incentives like accelerated depreciation for in-state facility investments