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Assembly passes chapter amendment easing some restrictions on utility call-center moves, lawmakers warn about costs
Summary
The Assembly approved a chapter amendment revising rules on utility customer-service call centers, removing some penalties and allowing out-of-state service in limited emergencies or for training; critics warned it could raise costs and raise interstate-commerce questions.
The Assembly voted to pass a chapter amendment that adjusts prior law on utility customer-service call centers, clarifying exemptions and removing additional penalties while permitting out-of-state service in narrowly defined circumstances such as declared emergencies and training.
Sponsor Assemblymember Cruz (speaker 10) described the changes as narrowing penalties, clarifying that customer service requests may be handled out of state in emergency situations or for training, and removing a fixed timeline for Public Service Commission action on closures. "These circumstances would include workforce training, a declared state or local emergency, natural disaster, or cyber attack," the sponsor said.
Some members pressed the sponsor on who defines an emergency and whether the changes could affect interstate commerce or raise costs for ratepayers. "If they have to have more employees in New York state, that could increase the cost of our rates," said Assemblymember (speaker 4), warning of possible rate impacts though the sponsor said the amendment does not set staffing mandates and is intended to conform to federal commerce limits.
The Assembly recorded ayes 142, noes 6 and declared the bill passed.
