Con Edison serves roughly 3.4 million electric customers in New York City and Westchester County. If you are behind on your Con Ed bill, New York state law gives you some of the strongest utility protections in the country through HEFPA, the Home Energy Fair Practices Act.
This guide covers every Con Edison payment option, assistance program, and complaint path available to stop or reverse a shutoff.
Con Edison payment agreement options
Standard payment agreement
Con Edison offers payment agreements that let you pay off a past-due balance in monthly installments while keeping your current service active.
- Call 800-752-6633 or set up online at coned.com
- Plans can extend over several months depending on the balance
- You must continue paying current bills on time
Hardship payment agreement
If you are experiencing financial difficulty, ask specifically for a hardship arrangement. Con Edison may offer extended terms, reduced down payments, or forgiveness of late fees for qualifying customers.
Budget billing (Levelized Billing)
Con Edison's Levelized Billing spreads your estimated annual costs evenly across 12 months. This eliminates seasonal spikes but does not reduce your total annual cost.
HEFPA: Your rights under New York law
The Home Energy Fair Practices Act gives New York residential utility customers specific protections:
- Written notice required before any disconnection
- Payment agreements must be offered before disconnection for nonpayment
- No disconnections on weekends, holidays, or when utility or PSC offices are closed
- No disconnections between 8 AM and 6 PM Monday through Friday only
- Third-party notification: You can designate someone to receive a copy of any disconnection notice
- Complaint protection: Con Edison cannot disconnect for disputed charges while a PSC complaint is pending
- Medical protections: A medical certificate can delay disconnection
Assistance programs
HEAP (Home Energy Assistance Program)
New York's HEAP provides grants to income-eligible households to help pay heating and cooling costs.
- Regular HEAP: Helps pay heating bills
- Emergency HEAP: Provides assistance when you have received a shutoff notice or have been disconnected
- How to apply: Contact your local Department of Social Services or call 800-342-3009
Utility company assistance
Con Edison partners with organizations that offer direct bill payment assistance. Contact Con Edison at 800-752-6633 to ask about current assistance partnerships.
How to file a NY PSC complaint against Con Edison
If Con Edison refuses a reasonable payment agreement, disconnects your service improperly, or violates HEFPA:
For non-emergency disputes
- Phone: 800-342-3377 (weekdays 8:30 AM - 4:00 PM)
- Online: dps.ny.gov/file-complaint
- Include: Your Con Edison account number, timeline of events, names of representatives, and requested resolution
For imminent shutoffs (48/72-hour notice received)
- Emergency hotline: 800-342-3355 (weekdays 7:30 AM - 7:30 PM)
- Do NOT use the online form — call the emergency number instead
What happens after you file
The PSC will contact Con Edison on your behalf. While the complaint is pending, Con Edison cannot disconnect your service for the disputed amount. Most informal complaints are resolved within days to weeks.
Winter protections
New York provides additional protections during the heating season (November 1 through April 15):
- Additional protections for elderly customers (62 and older)
- Enhanced protections for low-income households
- Con Edison must make extra efforts to contact customers before winter disconnection
Quick action checklist
- Call Con Edison at 800-752-6633 and request a payment agreement
- Ask about hardship arrangements if you are in financial difficulty
- Apply for HEAP through your local Department of Social Services
- If Con Edison refuses, call the NY PSC at 800-342-3377
- If you have a 48/72-hour shutoff notice, call the emergency hotline at 800-342-3355
- Keep records of every call and written notice
Bottom line
New York's HEFPA law gives you significant protections against utility shutoffs. The most powerful tool is the PSC complaint, which freezes disconnection for disputed charges while your case is reviewed. Con Edison serves millions of customers, but the rules apply to every account. Know your rights, use them, and file the complaint if needed.
