How has RG&E responded to billing complaints?

Attempting to answer the flood of complaints over billing, Rochester Gas and Electric Corp. said it has taken these measures:

Hired more than 120 new customer service employees last year.

Is hiring more than 100 new customer service workers this year.

Added 40 new billing specialists dedicated to "exception" processing issues.

"Billed amounts that fall outside of certain parameters create a billing exception," the utility said in a statement. "While the company has a process to review these exceptions, due to the pandemic, it experienced increased estimated meter reads and subsequent actual reads, which can cause delays. Increasing the number of meter readers has, and will continue to, reduce the number of exceptions. The additional billing specialists will reduce the time to resolve those exceptions. With stabilized staffing, RG&E expects billing issues to decrease."

"Smart meter" installation is also expected to begin soon.

"The installation of Smart Meters will begin this year in the Rochester area, an initiative that will reduce billing issues by significantly reducing estimates," the company said.