STATE OF NEW YORK PUBLIC SERVICE COMMISSION - LANGUAGE ACCESS MEETING REPORT - Case No. 19-G-0309

Sep 19, 2026

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Language Access Meeting Report submitted for The Brooklyn Union Gas Company d/b/a National Grid NY and KeySpan Gas East Corporation d/b/a National Grid, covering Cases 19-G-0309 and 19-G-0310. The report summarizes a February 1, 2022 meeting with interested parties to assess the companies’ multilingual customer communication program, aligned with an August 12, 2021 Commission order. It details omni-channel communications, interpreter-supported call center workflows, and website/social media translation approach, plus consumer advocate support for vulnerable households.

LanguageEnglish

CategoryLetters

FormatPDF

Pages21

Reading Time7 min

AccessFree to download

Background

Introduction

Three Consistent Points of Communication

Call Center Translation Services

Website/Social Media

Consumer Advocates

STATE OF NEW YORK PUBLIC SERVICE COMMISSION Proceeding on Motion of the Commission as to the Rates, Charges, Rules and Regulations of The Brooklyn Union Gas Company d/b/a National Grid NY and KeySpan Gas East Corporation d/b/a National Grid Case No. 19-G-0309 Case No. 19-G-0310 LANGUAGE ACCESS MEETING REPORT BACKGROUND This report (the “Report”) is submitted on behalf of The Brooklyn Union Gas Company d/b/a National Grid NY (“KEDNY”), and KeySpan Gas East Corporation d/b/a National Grid (“KEDLI”)(collectively with KEDNY,“National Grid” or the “Companies”) and the various interested parties (the “Parties”) participating in a meeting to discuss and assess the Companies’program to communicate with customers and other parties in different languages. The meeting was conducted in accordance with the Order Approving Gas Rate Plans in Accord with Joint Proposal, issued by the New York Public Service Commission (the “Commission) on August 12, 2021 in Cases 19-G-0309 and 19-G-0310 (the “Order”) . The Order directs the Companies to convene a meeting no later than six months after the Commission’s order adopting the Joint Proposal. Pursuant to the Joint Proposal, the purpose of the meeting is to “assess the Companies’program to communicate with customers and other parties in different languages.” (Joint Proposal at pp. 190–191.) A meeting among interested Parties was held on February 1, 2022 (the “Meeting”) . Parties participating included the Company, Department of Public Service Staff (“Staff”), the Utility Intervention Unit (“UIU”) of the Department of State, Public Utility Law Project (“PULP”) and the American Association of Retired Persons NY (“AARP”) . During the meeting the Company presented its overall strategy for New York State Multicultural Communications, which is attached as Exhibit 1. INTRODUCTION National Grid serves a diverse customer base spanning its upstate and downstate service territories, by delivering communications that are meant to be inclusive and aligned with customers’ language needs. To do this, the Companies have developed and implemented an omni-channel communications strategy covering five main areas: Mandated Communications (rights and responsibilities), Customer Communications, Income Eligible customers, Gas and Electric Safety, and Energy Efficiency. Three Consistent Points of Communication The Companies seek to provide three consistent points of communication with customers: Customer Service/Call Centers, website/social media, and Consumer Advocates. ► Call Center Translation Services When a non-English speaking customer calls one of the Companies’ Customer Service Centers, the assistance of an interpreter via United Language Group may be needed. This service is available during regular business hours and for emergency calls 24 hours a day, seven days a week. The Customer Experience when an Interpreter Is Required When a customer calls to speak with an agent and needs an interpreter: • Caller will be informed that an interpreter will be contacted • Agent will ask the caller to please wait on hold • Agent will then be connected to an Interpreter • When connected, the interpreter will ask the agent for their National Grid Employee ID number and what language they are requesting • The call will then be routed to the appropriate interpreter to assist with the call Interpreter Services Provided by United Language Group Spanish Portuguese Mandarin Vietnamese Polish Uzbek Cambodian Swahili Dari Cape Verdean Creole French Russian Cantonese Chinese Portuguese Creole Dinka Bengali Somali (Persian/Farsi) Karen Nepali Arabic Greek Creole (Haitian) Haitian Creole (Creole) Albanian Korean Persian (Farsi) Moroccan (Arabic) Farsi Urdu Romanian Turkish Hindi Kunama (Amharic, Tigrinya) As a follow-up from the February 1st meeting with Staff and the parties to discuss the Company’s multicultural communications,

FAQs

What is the purpose of the meeting described in the report?

The meeting purpose is to assess the companies’ program to communicate with customers and other parties in different languages.

How does the call center interpreter process work when an interpreter is needed?

The caller is told an interpreter will be contacted, asked to wait on hold, then connected to an interpreter who requests the agent’s employee ID and the requested language before routing the call appropriately.

What translation options are described for the companies’ website and social media?

Customers can use a language selector tool on the website to access pages in more than 60 languages, and social media posts are made in English with paid ads in English and other languages including Spanish.

Sep 19, 2026

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