NY S02679

Narrows the scope of call center customer assistance requirements for gas and electric corporations to phone and written communications only, removing previous coverage of emails, texts, and chats

Allows utilities to temporarily transfer customer assistance outside New York state service territory during emergencies including natural disasters, cyber attacks, power outages, declared emergencies, or when call volume exceeds normal staffing capacity

Permits utilities to send customer assistance outside their service territory for workforce training purposes and for work flexibility policies allowing employees to work from alternative worksites (with union agreement required for represented workers)

Requires utilities to notify the commission within 10 business days of any emergency-related transfers of customer assistance outside the state or service territory

Delays the effective date of the 2024 call center law from immediate effect to 180 days after becoming law, and repeals provisions allowing private actions against corporations for violations