National Grid fined $3.7 million for missing customer satisfaction goals

WAER | By Scott Willis

Published June 13, 2025 at 1:21 PM EDT

A National Grid truck blocking the center lane in West Monroe, NY after restoring service to the local area. — New York’s utility regulators fine National Grid 3.7 million dollars for not meeting customer performance goals.

New York’s utility regulators say National Grid fell short of customer satisfaction goals to the tune of $3.7 million in 2024.

That’s the amount the company is being fined by the Public Service Commission for not meeting performance goals for residential and commercial/industrial customers.

National Grid isn’t alone. New York State Electric and Gas and Rochester Gas and Electric face even stiffer penalties. In all, utilities owe the state nearly $29 million in fines.

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Scott Willis

Scott Willis covers politics, local government, transportation, and arts and culture for WAER. He came to Syracuse from Detroit in 2001, where he began his career in radio as an intern and freelance reporter. Scott is honored and privileged to bring the day’s news and in-depth feature reporting to WAER’s dedicated and generous listeners. You can find him on twitter @swillisWAER and email him at srwillis@syr.edu.

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