(Albany, NY) Assemblymember Kevin Cahill (D-Ulster, Dutchess) announced that the Governor signed legislation (A.7593/S.4208) to control the closure of call centers by public utilities in New York State. The new law requires a hearing before the Public Service Commission when a public utility proposes to close or relocate an existing call center.
"This new rule will enhance customer service, protect local jobs and promote public safety," Assemblymember Cahill said.
Locally-based utility employees play an important role in coordinating the efforts of local staff as well as emergency response crews brought in from outside of impacted communities.
“This law is a step in the right direction to ensuring a greater level of responsiveness and sensitivity to local conditions,” said Assemblymember Cahill. “Community-based employees have a vested interest in the safety and general well-being of the areas in which they live and a familiarity with rules, regulations, and programs accessible to customers in need.”
Some public utilities have considered closing or relocating call centers, claiming cost savings and more efficient customer service. However, such measures may compromise timeliness and quality of responses to emergency calls. Call center performance was the subject of scrutiny during Energy Committee hearings earlier this year and in 2009. The hearings examined the causes and response to severe weather events that resulted in widespread power outages.
“Locating call centers out-of-state and outside the service area of these companies could present real problems during our next big storm,” said Assemblymember Cahill. “Moving call centers to other states would harm New York's economy and potentially threaten quality of service and overall safety. Local workers’ knowledge of the systems, geography and conditions on the ground are essential to the effective deployment of emergency response units.”
Business Agent Don Tuttel of IBEW Local 83 said, “This is landmark legislation that will be copied in spirit by many other labor organizations. I would like to further recognize and thank Kevin Cahill for his hard work and perseverance on this legislation and unwavering commitment to labor.”
“There remain many aspects of our utility call services that need to be examined. In particular, emergency responsiveness is key among them. This law will put us on the path to increased safety for all New Yorkers while protecting jobs for local utility workers,” said Assemblymember Cahill.
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