Long Island Power Authority (LIPA) — Customer Service Guide

Overview and organizational structure

The Long Island Power Authority (LIPA) is the public power authority that owns the electric system assets on Long Island and is responsible for the planning, financing, and rate-setting aspects of electric service. Operations, maintenance, metering and customer-facing functions are performed under contract; since January 1, 2014 those operational responsibilities have been handled by PSEG Long Island under a long-term contract with LIPA (a 12‑year contract that began in 2014). This structure separates policy, oversight and rate authority (LIPA) from day‑to‑day utility operations (PSEG Long Island), which affects where and how customers seek help for different issues.

For practical purposes, customers interact primarily with the operating company (PSEG Long Island) for outages, service orders, meter reads, billing questions, and field work; they interact with LIPA for questions about rates, long‑term programs, budget decisions, and for access to oversight documents such as rate cases, annual budgets and performance reports. Both organizations publish public-facing materials: LIPA’s official site is https://www.lipower.org and PSEG Long Island’s site is https://www.psegliny.com.

Contact points, offices and online resources

LIPA’s corporate/administrative headquarters (for mail and formal correspondence) is located at 333 Earle Ovington Boulevard, Uniondale, NY 11553. For everyday customer service — outage reporting, account payments, new service requests — use PSEG Long Island’s customer portals and the contact resources on their website. Calling the numbers printed on your bill is the fastest way to reach a customer service representative for account‑specific issues, and both organizations maintain 24/7 outage reporting routes via their web portals and telephone lines.

Key online resources to bookmark:

• General LIPA public information, rate filings, and governance: https://www.lipower.org
• Customer service, outage map, payment options, and service applications: https://www.psegliny.com
• Interconnection and distributed energy resource (DER) information: check the PSEG Long Island DER / interconnection pages linked from PSEG Long Island’s site

Verify any phone numbers or office hours on those official pages to ensure you have the most current contact data for your specific account or municipality.

Billing, rates and payment options

Electric bills on Long Island are composed of multiple components: a commodity (generation) charge, transmission and distribution charges, and local/regulatory adjustments. LIPA sets distribution and local charges through its processes; generation supply may be procured through market contracts or suppliers designated by LIPA and New York State administrations. Rate designs can include time‑of‑use elements, fixed customer charges, and energy charges in $/kWh that vary by rate class (residential, small commercial, large industrial). If you need exact cents‑per‑kWh figures for your rate class, consult the current tariff PDF on LIPA’s website or contact customer service with your account’s rate code from a recent bill.

Payment and billing programs commonly available:

• Online account management and one‑time or recurring electronic payments via the PSEG Long Island customer portal.
• Budget or levelized billing programs to smooth seasonal swings (these typically average 12 months of usage into predictable monthly payments; enrollment rules and reconciliation timing are shown in program terms).
• Hardship and low‑income assistance: PSEG Long Island and state programs provide payment plans and assistance; documentation and eligibility requirements vary. For those facing disconnection, immediately contact customer service to arrange a payment plan and ask for details on available grants or crisis assistance.

Always keep a recent bill handy when calling: account number, meter number and billing cycle dates accelerate resolution and reduce IVR time.

Outage reporting, restoration and emergency procedures

Outages and safety issues should be reported immediately through the operating company’s outage reporting tools (phone and online). Report outages with the following information: account name and number, service address, nearest cross streets, whether power is out for the entire property or only part (e.g., only outdoor outlets), and any wires down or life‑threatening situations. If there are downed wires or a medical emergency dependent on electric service, treat the situation as an immediate safety hazard and call emergency services (911) first, then notify the utility.

During major storms or system emergencies, utilities prioritize restoration by critical infrastructure (hospitals, water pumping stations), then major feeders and finally individual service lines. PSEG Long Island publishes outage maps and estimated restoration times on its site — for large events estimates can change frequently as crews are redeployed. Practical customer steps: have an emergency kit, unplug non‑essential appliances before power is restored to avoid surges, and keep refrigerator/freezer doors closed to preserve food (a full freezer can keep food frozen ~48 hours if unopened).

New service, service changes, meter issues and distributed generation

Requests for new accounts, meter changes, service upgrades, or temporary construction power are handled through the operating company’s service order process. Typical steps: submit an online application or call customer service, schedule required field visits (meter installation or inspection), provide right‑of‑way/permit documentation if a line extension is needed, and receive an estimate that outlines customer responsibility for equipment or line extension costs. Turn‑on timelines vary with complexity: simple meter installations often take days to a few weeks; line extensions or new commercial service can require engineering studies and take several months.

For customers interconnecting solar PV, battery storage or other distributed energy resources (DER), LIPA/PSEG Long Island follow the NY State interconnection processes and local technical requirements. Small residential systems typically follow an expedited review threshold (specific kW thresholds are set in the interconnection rules); larger commercial systems require more detailed studies and may incur interconnection upgrade costs. If you’re pursuing solar, obtain a written interconnection application and an estimated timeline and cost from the operating company before signing contracts with install contractors.

Escalation, oversight and customer protections

If a customer service issue is not resolved to your satisfaction by the operating company, LIPA maintains oversight and appeals channels — check LIPA’s customer and governance pages for the LIPA ombudsman or contact points for board staff. Formal complaints about billing disputes, service quality, or tariff interpretation can be escalated through LIPA’s complaint intake procedures; retain copies of bills, correspondence and technician visit records to support your case.

Additionally, regulatory oversight exists at the New York State level for consumer protections affecting utilities; for unresolved disputes you may also be directed to state consumer protection or public service departments. Always document: dates and times of calls, agent names, reference/confirmation numbers, and follow up in writing where possible to create a clear record that supports escalation and faster resolution.

What is the pseg customer service number in NY?

1-800-436-7734
Please call Customer Service Department 1-800-436-7734 or Credit and Collections Department 1-800-357-2262.

Is pseg leaving Long Island?

The Long Island Power Authority’s Board of Trustees voted Thursday to extend PSEG’s grid management contract. The move comes after LIPA abandoned its yearlong selection process to choose the next 10-year contract awardee amid potential conflict-of-interest concerns.

How long can a fridge be without power?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview A refrigerator, if the door remains closed, can keep food at a safe temperature (below 40°F or 4°C) for about 4 hours, while a full freezer can maintain its temperature for up to 48 hours. Food that has been above 40°F for more than 2 hours is considered unsafe and should be discarded to prevent the growth of harmful bacteria.  Refrigerator Guidelines

• Keep the door closed: Every time you open the door, cold air escapes, shortening the time food stays safe. 
• 4-hour rule: After 4 hours without power, any perishable food in the refrigerator—such as meat, poultry, fish, eggs, and leftovers—should be thrown out. 
• Use coolers: If the power is out for more than 4 hours, move perishable food to a cooler filled with ice or frozen gel packs to keep it at 40°F or below. 
• Check the temperature: After the power is restored, use an instant-read thermometer to check the temperature of the food. 

Freezer Guidelines

• Keep the door closed: . Opens in new tabA full freezer will keep food frozen longer, up to 48 hours if the door remains closed. 
• Half-full freezer: . Opens in new tabA half-full freezer will keep food at a safe temperature for about 24 hours. 
• Safe frozen foods: . Opens in new tabIf the freezer is still frozen solid or the food still has ice crystals and feels as cold as if it were refrigerated, it can be refrozen or eaten. 
• Discard if above 40°F: . Opens in new tabIf any food in the freezer has been exposed to temperatures of 40°F or above for more than 2 hours, it is no longer safe to eat. 

General Tips 

• Prepare in advance: To extend the life of your food, fill empty spaces in the fridge and freezer with frozen containers of water or block ice.
• When in doubt, throw it out: Never taste food to determine if it is safe to eat.

AI responses may include mistakes. Learn moreFood and Water Safety During Power Outages and Floods – FDAMar 5, 2024 — Power Outages: During and After The refrigerator will keep food cold for about 4 hours if it is unopened. A full freeze…FDAHow long will food last in your fridge or freezer without power? – AsurionKeep your refrigerator and freezer doors closed to lock the cold air inside. Place dry or block ice inside the fridge, as previous…Asurion(function(){
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What electric company does Long Island use?

PSEG-LI
PSEG-LI Responsibilities
Electric customers on Long Island now receive their bill from PSEG LI rather than LIPA. Natural gas customers receive two bills: one from PSEG LI for their electric service and one from National Grid for their gas service.

How do I report a power outage in Suffolk County?

Call us 24/7 at 1-800-490-0075.

How do I report a problem to PSEG Long Island?

Report your outage online or by texting OUT to PSEGLI (773454). To report a downed wire or other electrical emergency, please call 1-800-490-0075, 24/7 365 days a year. Emails through this system are answered within 2 business days and should not be used for emergency situations.