Verified: March 6, 2026 07:45 pm ET
Industry: Electric, Gas, and Steam Public Utility
Jurisdiction: New York (NYC and Westchester County), USA
Primary Regulator: New York State Department of Public Service (NYS DPS / PSC)
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Level 1: Customer Support (Initial Complaint)
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How to complain: Contact Con Edison via their official web portal or call their dedicated routing numbers based on your specific issue.
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General Customer Service & Billing: 1-800-75-CONED (1-800-752-6633)
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Gas Leaks & Downed Wires: Call 1-800-752-6633 or 911 immediately.
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Steam Emergencies: 1-800-914-9112
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Source Verification Note: Con Edison Contact Us
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Availability: General residential customer service representatives are available Monday through Friday, 7:00 AM to 7:00 PM Eastern Time. Automated systems and emergency/outage reporting lines operate 24/7.
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Timeline: Con Edison generally resolves standard billing inquiries within a few business days. However, under NYS HEFPA rules, if you officially dispute a bill, your service cannot be shut off for the disputed amount while the investigation is pending.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard support fails to resolve a serious liability, property damage, or legal dispute, you must send a formal written notice to Con Edison’s corporate headquarters: Consolidated Edison Company of New York, Inc., Attn: Legal Department, 4 Irving Place, New York, NY 10003. Send this via certified mail with a return receipt requested.
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Source Verification: Con Edison Corporate Information
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Timeline: For formal legal notices or property damage claims, companies are generally expected to provide a substantive response within 30 days. However, for standard billing/service issues, you should proceed directly to Level 3 (NYS DPS) rather than waiting for the corporate legal department.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: New York State Department of Public Service (NYS DPS / PSC)
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Portal/Contact: The NYS DPS handles disputes between consumers and regulated utilities. You must attempt to resolve the issue with Con Edison first. If unsuccessful, file a complaint with the DPS Office of Consumer Services:
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Online: NYS DPS Complaint Portal
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Helpline: 1-800-342-3377 (Mon-Fri, 8:30 AM - 4:00 PM ET)
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Timeline: Once you file a complaint, the DPS contacts Con Edison on your behalf to investigate. If the initial DPS investigation does not resolve the issue to your satisfaction, you have the right to request an informal hearing, and subsequently, an appeal to the full Public Service Commission.
Level 4: Legal Action (Final Step)
- Pre-Litigation (Administrative Exhaustion): Because Con Edison is a regulated utility, there is no mandatory binding corporate arbitration. However, for systemic billing or service issues, New York courts generally require you to exhaust the NYS DPS complaint and hearing process (Level 3) before a judge will hear your case.
- Court: If your dispute involves direct property damage (e.g., food spoilage claims denied by the company), personal injury, or negligence not exclusively governed by PSC tariffs, you may file a lawsuit. You can file in Small Claims Court (the limit is $10,000 within the five boroughs of New York City, and typically $3,000 to $5,000 in Westchester County local courts) or a standard civil court for larger claims. If you are appealing a final decision made by the PSC regarding your utility service, you would file an Article 78 proceeding in NY State Supreme Court.
- Source Verification: New York State Unified Court System - Small Claims
Community Action: Is Con Edison still ignoring your billing dispute or property damage claim? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right DPS complaint templates!