Customer Complaint Procedures

If a customer has a complaint about bills, deposit requests, negotiations of deferred payment agreements, or any other service matter, the customer shall:

  • First make a complaint to the Long Island Power Authority’s Manager by calling the Customer Assistance Center at 1-800-490-0025, Monday – Friday 8:00 am - 8:00 pm. The Manager will investigate the complaint and inform the customer of its decision orally or in writing.
  • If the complaint is not resolved by the Manager to the customer’s satisfaction, the customer may file a complaint to the Long Island Power Authority by calling 1-877-ASK-LIPA (275-5472), or writing to:
     
    • 333 Earle Ovington Blvd, Suite 403
      Uniondale, New York 11553
      Attention to Customer Services.

    The Authority will accept, process, and investigate complaints fairly and in a reasonable amount of time. An Authority staff member will make a decision on the complaint, based on relevant information, applicable law and the Authority’s Tariff. The Authority’s staff will notify the customer and the Manager of its decision orally or in writing.

  • If the customer disagrees with the Authority’s staff decision on the complaint, the customer may submit a written appeal to the Long Island Power Authority, Office of the President and Chief Executive Officer. The appeal should be filed within fifteen days after the Authority’s staff decision is communicated to the customer.
     
    The Authority’s President and Chief Executive Officer (or his/her designee) will decide the appeal and may agree with, change, or reject the decision appealed from, and may render such decision as he or she deems fair and proper. The customer and the Manager will be notified in writing of the Authority’s decision. This is the final decision of the Authority.
  • During the complaint process the NYS Department of State, Division of Consumer Protection may investigate complaints from Long Island Power Authority customers and attempt to mediate such complaints where appropriate directly with LIPA and/or refer complaints to the appropriate state or local agency authorized by law to take action with respect to such complaints.
     
    Division of Consumer Protection Hotline:
    (518) 474-8583
    (800) 697-1220
    www.dos.ny.gov/consumerprotection
Small Meter