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Photo from PSEG

On National 811 Day, Aug. 11, PSEG Long Island reminds customers it is the law to dial 811 before starting an improvement project that involves digging. Hitting a buried electric, gas, water or cable line while digging can disrupt utility service, cost money to repair, and cause severe injury or death. One free call to 811 will ensure customers “know what’s below.”

Every digging project, no matter how small, requires a call to 811 at least two and not more than 10 business days before work begins. 811 is the designated national dialing code to have underground lines located and marked out before any excavation work begins around the home or business. For all projects, even planting a flowerbed, installing a mailbox or fence, or putting in an aboveground pool, it is imperative to call 811 beforehand.

When you call 811, you are automatically connected to the 811 Call Center, which collects information about your upcoming digging project. The information is provided to utility companies, who send representatives to mark the locations of underground lines with flags, paint or both. Once lines have been properly marked, you will be notified and the digging can begin.

“A free call to 811 before digging keeps our customers safe and protects underground lines, which helps ensure excellent reliability across Long Island and the Rockaways,” said Michael Sullivan, senior director of Transmission and Distribution at PSEG Long Island. “It’s the smart thing to do, and it’s also the law. I’m pleased to say that we have had more than130,000 calls for electric markouts to 811 in our area so far this year, which is about 10% more than last year and a sign that our educational campaigns are working.”

PSEG Long Island continues to practice safe social distancing protocols. Customers should be assured that underground utility mark-out work is performed entirely outdoors and there is no need for any interaction with the technicians.

Tips for safe digging:

  • Call 811 at least two and not more than 10 business days before each job to have underground pipes, wires and equipment located and marked.
  • Before work begins, confirm that a call to 811 has been made and the mark-out was completed. By law, all digging projects require a call to 811.
  • Both property owners and contractors must maintain and respect the marks. Always hand dig within 2 feet of marked lines, or the area known as the Tolerance Zone, to find the existing facility.
  • Various colors are used when marking lines; to learn what each color represents, visit www.call811.com.

If an underground facility is struck resulting in an electric or gas emergency:

  • Leave the area immediately and keep others away.
  • Once you are at a safe location, call 911 to report the incident.
  • If electrical equipment is damaged, call PSEG Long Island’s electric service emergency line at 800-490-0075.
  • If gas piping is damaged or you smell gas when excavating, stop immediately and call National Grid’s gas emergency line at 800-490-0045.

PSEG Long Island has more than 5,000 circuit miles of underground electric distribution and transmission lines across Long Island and the Rockaways. In addition to the electric service lines, buried utilities can include communications cables and natural gas, water and sewer lines.

Photo courtesy of Cold Spring Harbor CSD

West Side School in the Cold Spring Harbor Central School District has announced that a team of 6th graders, under the guidance of Ms. Piña, were chosen as semi-finalists in the I Am EM-powered Public Service Announcement contest sponsored by PSEG.  The West Side video submissions mostly centered around the topic of energy efficiency and environmental conservation; many offering up alternatives and thoughtful slogans to make their statement to the community more aware of these issues. The student challenge contest was open to grades 4 to 8 throughout Long Island. Out of 207 videos submitted, 10 earned a “Finalist” designation, and 25 were recognized as “Semi-finalists.”  

Ms. Piña shared, I am so impressed with all of our sixth graders who worked hard on researching their own topics, thoughtfully building scripts, and creatively implementing these in video and editing. I believe that our semi-finalists from 6P landed this honor due to their originality and dedication in creating a stop-motion PSA with a thoughtful message, ‘Do What’s Right and Turn off the Light.'” Congratulations to the student team of Phoebe Talamas, Camryn Woodworth, Audrey Davidian West, and Serena Glantz!

Snow blanketed the ground as a winter storm hit the North Shore Dec. 16 into 17. Photo by Kyle Barr

*Update: This version of the story includes the number of homes who are still without power as of 4 p.m.

The Nor’easter that hit the east coast cut out power to thousands of homes on Long Island. By 4 p.m. on Thursday, the number of homes without power declined to 348. Earlier in the day, 3,444 homes were without electricity. PSEG Long Island said it had restored power to more than 98% of the homes affected by the storm.

PSEG LI expected to restore power to all homes by the end of the day.

“We expect to restore power to all remaining customers today,” PSEG LI said in a statement.

PSEG added personnel, including tree and line crews, to repair damage and restore outages. The utility had more than 1,300 line workers, tree trimmers, surveyors and other personnel on site to restore power.

“This storm brought down trees and wires throughout our service area,” John O’Connell, Vice President, Transmission & Distribution, PSEG Long Island, said in a statement. “We know that being without power for any length of time is a hardship and we thank our customers for their patience as we work through the damage and difficult conditions to restore their power [as] safely and quickly as possible.”

In an update on the storm, County Executive Steve Bellone (D) described the number of power outages as “good news,” as outages were a “big concern here because of the nature of the storm.” Bellone spoke with reporters at the Department of Public Works in Commack.

“We did not see a significant number of power outages in this storm,” Bellone added.

Bellone suggested that outages may have been lower because some of the limbs and trees that could have come down had already fallen or been removed.

Suffolk County Police Department Chief Stuart Cameron, meanwhile, thanked the Department of Public Works and the police department for working through the night.

As of 8 a.m., Chief Cameron said the county had 171 accidents since 4 p.m. the night before. Police were working on two active crashes, which is lower than they would normally have.

Chief Cameron also wanted to thank many residents of Suffolk County for heeding the advisory and staying off the roads.

Some of the ramps for the Long Island Expressway still had plenty of snow and slush on them. Chief Cameron advised drivers to consider taking the next ramp, if their exit appeared challenging from the conditions.

Chief Cameron also urged residents to give themselves plenty of time to clear their car of snow and ice before they need to leave their homes.

“My car was heavily iced,” Chief Cameron said. “It took me a long time to clean” it off.

Looking at the forecast for Friday, Bellone said the colder temperatures could create conditions for black ice. He urged people to be “careful throughout [Thursday] and into tomorrow as well.”

A look at Port Jefferson Harbor from the Village Center during Winter Storm Grayson as blizzard-force winds and more than a foot of snow pound the coast in January, 2018. File photo

As the nor’easter bears down on the mid-Atlantic states, the forecast for Long Island continues to include considerable snow, although the forecast varies by area.

The estimated snowfall ranges from 6 inches to 13 inches.

“We know the storm will be hitting us harder on the west end of Suffolk County, rather than the east end, where we’ll see lower amounts,” County Executive Steve Bellone (D) said during a weather update at the Commack Department of Public Works.

The storm will also hit harder in the north, rather than the south shore.

“This is going to be a heavy, wet snow, which is, of course, something that creates its own set of challenges,” Bellone said.

Bellone urged residents to return to their homes as early as possible tonight. The storm is expected to increase in intensity this evening through the overnight hours. During that time, snow could accumulate at the rate of one to two inches per hour.

“You should be off the roads by the latest, at 9 p.m. tonight.

While the east end will get lower snow totals, the area will have higher winds, with gusts of up to 57 miles per hour.

The county is opening its emergency operations center today and expects to have it open through tomorrow at 4 p.m..

The Department of Public Works has 200 vehicles ready, with about 19 tons of salt at their disposal to help clear the snow and ice from the roads.

Bellone urged residents to try to work from home on Thursday, if they can.

“Tomorrow is a day, if you can, to stay home,” Bellone urged.

Suffolk County Police Department Chief Stuart Cameron said this type of heavy snow can clog the chute of a snow blower.

“You should never, ever stick your hand” in the chute, Cameron cautioned, even if the device is turned off, because a blade can rotate and severely injure someone’s hand.

Cameron also advised against bringing a barbecue or generator inside the house because they release carbon monoxide, which can be dangerous to homeowners.

At this point, Bellone said there were no changes to the bus schedule. He urged residents to check for any modifications, particularly tomorrow after the snowstorm passes.

To report and receive status updates on an outage Text OUT to PSEGLI (773454) or to report an outage online visit www.psegliny.com

To register, have your account number available and text REG to PSEGLI (773454)

Downed wires should always be considered “live.” Do not approach or drive over a downed line and do not touch anything contacting the wire. To report a downed wire, call PSEG Long Island’s 24-hour Electric Service number: 1-800-490-0075

A snowstorm that took place Nov. 15, 2018 blindsided drivers on their way from work. Suffolk workers are trying to avoid that same situation. File photo by Kyle Barr

With a snowstorm the Weather Channel has already named Gail bearing down on Long Island, packing 50 mph winds and predicted snowfalls of around a foot, Suffolk County officials urged residents to avoid the Wednesday evening and Thursday morning commutes, if possible.

Suffolk County Police Department Chief Stuart Cameron said people driving in the snow during either commute could create dangerous conditions.

“People haven’t driven in snow for some time,” Cameron said Tuesday at a press conference at the Department of Public Works Yard Salt Barn in Commack. “If you can work remotely tomorrow, I would advise that.”

Similarly, Chief Cameron said the Thursday morning commute could be “much more impacted” and suggested “if you can stay home, that would be great.”

Additionally, he said temperatures close to freezing might create the kind of conditions that favors heavy, wet snow.

“If you have health conditions, it might be wise to pay someone to clear your driveway,” Chief Cameron suggested.

County Executive Steve Bellone (D) said last year was a “light” year for snow, which means that the supply of salt for clearing snow-covered roadways is “plentiful right now.”

As of early on Tuesday, Bellone said the forecast called for snow to start around 2 p.m. and should worsen through the evening.

The combination of high winds, sleet and snow increases the possibility of power outages.

In a press release, PSEG indicated that the conditions could cause tree limbs to break and pull down wires.

PSEG is bringing in mutual aid crews to work with the company’s personnel on the island.

“Our workforce is performing system checks and logistics checks to ensure the availability of critical materials, fuel and other supplies,” John O’Connell, vice president of Transmission & Distribution at PSEG LI said in a statement.

During the storm, Long Island may create an enhancement to the outage communications process. With this enhancement, customers can contact the Call Center early in the storm to receive an “Assessing Conditions” message, rather than an estimated time of restoration.

This will give crews time to assess storm impact before setting power restoration expectations.

This procedural change comes after PSEG LI encountered numerous communication problems amid Tropical Storm Isaias earlier this year, during which customers couldn’t contact the utility and PSEG provided misleading estimated times to restore power.

PSEG said residents can report outages by texting OUT to PSEGLI. People can also report outages through the app, website at www.psegliny.com/outages or with their voice using Amazon Alexa or Google Assistant app on their smartphones.

Residents who would like to report an outage or downed wire can call the electric service number, at 800-490-0075.

Bellone said county officials would monitor the power restoration process.

“Through the emergency operation center, we will be working closely with PSEG, making sure they are doing everything they can to keep power on and to restore power if it does go out,” Bellone said.

The forecast conditions may mean that plowing could take longer, as drivers operate during white out conditions, Bellone said.

“It’s slow going in these kinds of conditions,” Bellone said.

Bellone said the crews are prepared and will work in overnight hours to make sure roadways are cleared.

Recognizing all the challenges 2020 has brought, Bellone said it is “not surprising as we get towards the end of this very strange year that we’ll have another first: our first pandemic snowstorm.”

PSEG trucks remove a downed tree in Mount Sinai Aug. 7. For several days, cars had to swerve around the tree that split the intersection of North Country Road and Crystal Brook Hollow Road. Photo by Kyle Barr

LIPA filed a $70 million lawsuit against PSEG-Long Island in State Supreme Court in Mineola against the New Jersey-based power company for breach of contract in response to Tropical Storm Isaias, which hit Aug. 4 and knocked out power for some Long Islanders for over eight days.

The Department of Public Service recommended a lawsuit to the LIPA Board of Trustees.

“Utility companies are beholden to ratepayers, and when that service is inadequate — or as in this case, a complete failure — those utilities need to be held accountable,” Governor Andrew Cuomo (D) said in a statement. PSEG “failed to hold up their end. It’s inexcusable, and we’re going to make sure that it doesn’t happen again.”

The complaint, filed by attorneys at the law firm Rivkin Radler, alleges breach of covenant of good faith and fair dealing, based on PSEG’s “failure to prepare for and manage restoration effort during and following Tropical Storm Isaias. LIPA also brings this action for specific performance to compel PSEG LI to comply with its obligations” under the operations service agreement.

The suit also alleges “corporate mismanagement, misfeasance, incompetence, and indifference, rising well beyond the level of simple negligence.”

Immediate Fix Demanded
State Sen. James Gaughran (D-Northport), an outspoken critic of LIPA and PSEG LI’s response to the storm, welcomed the legal action.

“It’s about time LIPA start acting to protect the best interests of Long Island ratepayers,” Gaughran said in a statement. Gaughran urged LIPA to make sure the $70 million is paid by PSEG shareholders and not ratepayers.

“An independent receiver should be appointed to refund this $70 million to hardworking Long Islanders and not dumped into the blackhole of LIPA’s budget,” Gaughran added.

In a statement, LIPA CEO Tom Falcone said PSEG LI must “immediately fix these failed information technology systems and abide by its contract” as LIPA continues to review its legal, contractual and termination options.

“PSEG Long Island has collected nearly half a billion dollars from Long Island customers over the past seven years while failing to meet its basic obligations,” Falcone added.

John Rhodes, Special Counsel for statewide ratepayer protection for the New York State Department of Public Service, asked if LIPA should “find a new service provider?”

In a statement, PSEG Long Island said it was “hard at work addressing recommendations in LIPA’s 30- and 90-day reports. We believe that the current public-private partnership is the best option for Long Island customers and we have remained committed to being the service provider of choice for LIPA.”

PSEG LI is “aware that this lawsuit has been filed and we are reviewing it.”

Lawsuit Claims

In the lawsuit, LIPA describes PSEG LI as demonstrating willful, bad faith and grossly negligent failures.

One of a litany of complaints during and after the storm was the inability for customers to connect with PSEG and to receive a reliable estimate of the time to restore power.

Ratepayers were “left without critical information as adequate telephone lines were overwhelmed with calls and an Outage Management System, selected by PSEG LI as able to withstand a major storm and paid for by LIPA, failed.”

About a million customer calls and 300,000 text messages did not reach PSEG LI, according to the suit.

Calls to outage and billing lines “became overloaded and failed,” the suit alleges, with 75% of customer calls to PSEG LI’s Outage Line not going through on the first day of the storm.

PSEG LI “did not properly monitor whether the calls on the Outage Line were connecting. Calls were dropped without PSEG LI’s knowledge,” according to the suit.

LIPA asserted that PSEG should have known about the inadequacy of the voice telephony system.

PSEG did not perform sufficient tests to determine whether the system would function during a major storm event before or in the 100 days after Isaias, the suit further claimed.

The problems with the telecommunications system predated the storm, as the suit indicated that the “OMS did not crash due to Isaias. It was already failing.”

PSEG LI “must develop a comprehensive integrated set of business continuity plans for every critical IT and communication system on Long Island, plus all repair and recovery activities,” according to the suit.

State Sen. Jim Gaughran said he received more calls than any other time in his career from people who could not get to PSEG. Photo from Gaughran's office

Following the power outage caused by Tropical Storm Isaias in early August, State Sen. James Gaughran (D-Northport) conducted a survey of residents.

With 3,243 people responding, the survey indicated that people lost an average of $434.66. That compares with the maximum of $250 that PSEG Long Island said it would reimburse residents if they produced an itemized list and proof of loss.

Click here to see the full survey results

“I don’t keep my receipts,” Gaughran said in an interview after he publicly released the survey. “I throw mine out. I would imagine a lot of Long Islanders are keeping receipts” from their grocery purchases after their experience with the storm, the outage and the food losses, particularly amid the economic decline caused by the pandemic.

More than half the survey respondents, or over 58%, said they were not able to contact PSEG easily about their outage. At the time of the storm, PSEG recognized that its new communication system was ineffective.

Additionally, over two thirds, or 67 percent, of the residents in the survey said PSEG did not restore power before the estimated time.

In the two years he’s been in the senate, Gaughran said he’s never had this many responses to questions from residents about anything.

The Democratic senator highlighted how over 56% of residents were unaware of PSEG’s Critical Care Program, although those residents don’t believe anyone in their households would qualify. An additional 21% of the survey respondents didn’t know about the program and believed someone in their house might qualify.

The fact that more than half of the people who responded didn’t know about the program is “significant,” Gaughran said.

“Unacceptable” Storm Response

In response to a letter Gaughran sent to LIPA, CEO Thomas Falcone said he would “make sure that your survey results are appropriately reflected in the work streams for LIPA’s upcoming 90-day and 180-day investigative reports into PSEG Long Island’s storm response.”

Falcone called PSEG LI’s response to the storm “unacceptable” and said the LIPA Board has “insisted that the failures not be repeated.”

LIPA’s 30-day report said the computer system caused incorrect restoration estimates.

In its report about the storm response, LIPA concluded that “problematic management control issues,” combined with outside vendors who had “poorly defined service quality assurances” delivered an unsatisfactory customer experience.

A tree fell on a mail truck on Old Post Road in Setauket during Tropical Storm Isaias. Photo by John Broven

LIPA’s 2020 Internal Audit plan had previously scheduled a re-audit of the process to maintain customer lists to begin the fourth quarter of 2020. After reports of outdated customer lists during Isaias, LIPA accelerated that process, which started in September. The power authority will address that further in its 90 and 180 day Task Force reports.

The senator, who presented the results of his survey, also reiterated concerns he has about LIPA’s oversight of PSEG LI.

Gaughran said the Public Service Commission, which has considerably more direct oversight with other utilities around the state, doesn’t have the same authority with PSEG LI.

The PSC provides “recommendations” to LIPA and can “force them to pay money to their customers for lost food, lost business. [It] can do this with every utility except PSEG LI because the relationship is different.”

In responding to this concern, LIPA, in a statement, said the LIPA Reform Act provides the Department of Public Service with oversight responsibilities of LIPA and PSEG.

“LIPA’s storm oversight activities are in addition to DPS’s statutory role and DPS’s statutory role is the same for PSEG Long Island as it is for the state’s other utilities,” LIPA said in a statement.

The DPS provides independent recommendations to the LIPA Board of Trustees. The board has accepted every recommendation from the DPS, according to the statement.

LIPA said the only difference between the oversight of PSEG LI and other utilities in New York is that the DPS recommendations are to LIPA’s nine-member board, instead of the Public Service Commission.

The 30-day report includes 37 specific recommendations for PSEG Long Island to put in place by Oct. 15, LIPA said.

As for losses from the storm, LIPA said it secured direct reimbursement for customers through the customer spoilage reimbursement program. That could be as high as $500 per residential customer for food and medicine. PSEG LI is forgoing up to $10 million in compensation to fund this program.

LIPA “may look to pursue additional actions after [its] review and the Department of Public Service’s Investigation” is complete, LIPA said in a statement.

In his letter to Gaughran, Falcone said the 90-day and 180-day reports would have additional “actionable recommendations,” which the LIPA board would ask for independent verification and validation to make sure these recommendations have been implemented.

 

A large tree in front of Emma S. Clark Memorial Library was no match for Hurricane Isaias. Photo by Pam Botway

Politicians with long memories and short fuses demanded answers from PSEG and LIPA for the communications problems and the slow restoration of power after Tropical Storm Isaias, even as they lamented how this wasn’t supposed to happen again after the long recovery from Superstorm Sandy in 2012.

State Assemblyman Steve Englebright (D) said LIPA and PSEG were inconsiderate with their spoiled food policy. Photo by Kyle Barr

In a full-day hearing of the combined New York State Assembly and Senate, local politicians including Assemblymen Steve Englebright (D-Setauket) and Doug Smith (R-Holbrook) and Senators James Gaughran (D) and Todd Kaminsky (D-Rockville Center) questioned everyone from the chairman of the Public Service Commission, John Rhodes, to the President of PSEG Long Island, Daniel Eichhorn, and the CEO of LIPA, Thomas Falcone.

“We were told after Superstorm Sandy that things would change, but they did not,” Kaminsky said. “Why do we pay some of the highest electric and internet bills in the country when we couldn’t reach a provider, when the information we got was inaccurate? Why is it so hard to receive a reimbursement? Who is funding those reimbursements?”

Indeed, Rhodes, of the Public Service Commission, said he wanted answers from numerous utilities throughout the state and that the commission was not going to leave “any tool on the table.”

That proved small consolation for politicians and their constituents, some of whom were without power for over a week and many of whom had to throw out the entire contents of their powerless refrigerators and freezers. That is an especially problematic proposition in the aftermath of the pandemic, when budgets are tight and the recession caused by the lockdown has cut jobs in numerous industries.

Englebright questioned why PSEG is reimbursing customers for food spoilage only if their power was out for at least 72 hours. The reimbursed amount totaled $150 if the customers didn’t have receipts and could be as high as $250 if they had receipts, photographs, a canceled check or a credit card bill.

Englebright suggested the timeframe should allow for food spoiled after about 48 hours and wondered why the utilities had not settled on a longer time frame. The Setauket assemblyman wondered whether PSEG believed food “spoils more slowly on Long Island than any other place.”

Eichhorn said the 72 hour threshold defined numerous factors in a storm and “aligns with some of our processes.” The three day time frame “triggers certain things.”

Falcone added that the 72 hours defined a major storm.

“That’s not a health definition,” Englebright countered, but, rather was a “storm definition. That doesn’t necessarily reflect what somebody’s suffering from if their refrigerator is out for perhaps even half of that length of time.”

PSEG’s Eichhorn acknowledged that the company’s response to the storm was “not in line with our expectations.” He said the company is conducting its own reports to figure out what went wrong and to make changes and improvements.

“I’m not here to make excuses,” Eichhorn said. “We own the experience our customers had and we are committed to fixing it.”

Kaminsky asked whether PSEG had tested its system prior to the storm. Eichhorn responded that the company did a simulation in June and that PSEG passed that test.

That passing grade, despite the performance a few months later, will be a focus of PSEG’s own review, as well as a review conducted by LIPA.

“The most relevant stress test was the storm and [the PSEG system] was obviously inadequate,” Falcone said. The systems were “not robust enough” to allow customers to report power failures to PSEG.

On behalf of their constituents, politicians also lamented the shifting timeline for restoring power. In several cases, representatives at the virtual meeting recounted how residents spoke with people in utility trucks or representatives from PSEG who told them their power was on when their constituents were still struggling through the ongoing outage.

In an interview, Gaughran expressed his frustration with the utility arrangement on Long Island, where LIPA oversees PSEG, while the Public Service Commission has no direct authority or recourse.

“The Public Service Commission cannot fine them or sanction them,” Gaughran said. “They’re totally out of the loop.”

Sen. James Gaughran and Cold Spring Harbor Laboratory officials at an Aug. 18 press conference. He has called for additional oversight of both LIPA and PSEG Photo from Sen. Gaughran’s office

Reflecting the concerns of his fellow senators and assemblymen and assemblywomen, Gaughran wondered what the utilities would do to protect Long Islanders in the event that another storm, with potentially stronger winds and heavier rain, impacted the region.

Gaughran said he would like to ensure that PSEG and LIPA don’t tap into a storm reserve fund, which is a collection of money set aside with rate payers money.

“The language in that fund is clear: they can’t access that for any part of the cost” from mismanagement or inadequate storm response, Gaughran said. “If you have an out-of-town crew sitting at the side of the road for hours waiting for instructions … those extra costs are costs of incompetence.”

Gaughran introduced a bill that would give the Public Service Commission the authority to investigate and sanction and fine the company and force them to take corrective action.

To prevent this kind of communication failure from happening again, Eichhorn said the company was conducting reviews of its computer system, which includes its outage management system and the telephone and digital experiences.

“We have made interim changes during and since the storm,” Eichhorn said. “We are continuing to do an after-action review to identify additional short and long term changes to ensure we’re ready for the next storm.”

Falcone added that LIPA would “go back and see why the system failed. We are hiring independent people to redo the stress test.”

Assemblyman Smith asked whether PSEG knew that National Grid employees weren’t a part of the storm response crews, even though people with experience were on Long Island.

“National Grid [employees] were not used during the storm,” Eichhorn said. “That will be included in the review.”

A car crushed by a tree in Miller place after strong winds by Tropical Storm Isaias. Photo by Kyle Barr

PSEG Long Island announced Monday, Aug. 17 they will be allowing people to make claims in order to be reimbursed for spoiled food or medicines during outages caused by Tropical Storm Isaias.

PSEG is allowing people whose power was out for 72 hours or more between Aug. 4 and Aug. 12 to file claims with the utility company’s claims department. Residents can be reimbursed up to $250 while commercial entities can be reimbursed up to $5,000 if the outage was caused by Isaias.

For residential customers, food spoilage claims of $150 or less must include an itemized list. Food spoilage claims over $150 must include an itemized list and proof of loss, including a cash register tapes, store or credit card receipts, canceled checks or photographs of spoiled items.

Separately, customers will be reimbursed for losses, up to a maximum of $300, for prescription medications that spoiled due to lack of refrigeration. Customers must provide an itemized list of the medications and proof of loss with, for example, a pharmacy prescription label or pharmacy receipt identifying the medicine.

Commercial customers applying for reimbursement must supply an itemized list of spoiled food and proof of loss with invoices, inventory lists or bank statements.

Customers can apply for reimbursement at www.psegliny.com/claims. PSEG said claims cannot be processed over the phone.

Customers will have until Sept. 16 to file claims. Reimbursement is expected to take up to 60 business days from when a form is completed and submitted to PSEG Long Island.

The storm knocked out power to over 420,000 customers on Long Island and the Rockaways, according to a release from PSEG. The company claimed it had been the “the most destructive storm since Superstorm Sandy.” Almost 400,000 people lost power because of the storm, though more experienced outages in subsequent days due to further storms.

For weeks, both residents and elected officials have called on the utility company to offer reimbursement for lost food or medicines while power was out. Some customers didn’t reportedly have power restored until more than a week after the storm hit Aug. 4.

Officials from both parties have been hammering the utility company for the past two weeks over its storm response. New York State Sen. Jim Gaughran (D-Northport) has not only called for reimbursement for PSEG customers, but for the heads of both PSEG and the Long Island Power Authority to step down.

“PSEG’s change in policy for food and medicine reimbursement is a direct result of our efforts to hold PSEG’s feet to the fire” Gaughran said after the reimbursement policy was announced. “The public is owed many more answers by PSEG leadership as to their failed storm response, but this change in policy is welcome news by the half a million families who were left in the dark for days on end.”

PSEG Long Island President Daniel Eichhorn has said the decision came because of understanding the financial straits people are in because of the coronavirus.

“We recognize that losing power in August, together with the challenges of the COVID-19 pandemic, was a hardship for many of our customers,” Eichhorn said in a release. “Given the unique combination of circumstances, we believe the right thing to do is to expand our claims process to ease the burden on the customers most impacted by Tropical Storm Isaias.”

A tree fell on a mail truck on Old Post Road in Setauket during Tropical Storm Isaias. Photo by John Broven

By Daniel Dunaief

Daniel Dunaief

Timing is everything. Just ask the people who bought large blocks of tickets to sporting events and then tried to resell them in the year with empty stadiums or, perhaps, PSEG last Tuesday.

The New Jersey-based utility was supposed to be the savior of Long Island power, bringing corporate muscle, know how and technology to a region that had suffered in 1985 from outages that lasted weeks from Hurricane Gloria and dislocations and gas shortages during Superstorm Sandy.

But then, Tropical Storm Isaias had other ideas. The storm came through Long Island last Tuesday and, within hours, the communications system went down at PSEG, making it difficult for residents to know whether their efforts to report outages, downed trees, and dangling power lines were effective.

The storm caused about 420,000 people to lose power. That is particularly problematic at a time when some residents are still working from home. It also disrupts the angst-ridden end-of-summer period as parents and students prepare for a school year filled with questions about an uncertain future.

Hardened by all the difficulties of an impossible year, some residents chalked it up to the mess that is 2020, hoping that the change in the calendar will allow everyone to return to a normal in which we can hug friends, shake hands, visit extended family and lean in at a crowded restaurant to hear what someone said. If the vaccine Russia rushed to the market for the virus proves effective without serious side effects, maybe that hope will become a reality.

Just before Isaias hit, however, PSEG must have frustrated the entity in control of the disruptions during this haywire year. You see, the company sent out a postcard.

Now, postcards are nice, particularly when you get one from someone vacationing in an exotic location. You might appreciate the magnificent scenery, even if the card makes you wonder why your friend didn’t take you along instead of spending 42 cents to make you jealous of her wonderful life.

But, no, this wasn’t that kind of postcard. This was the kind of message that helps build a brand, that makes you feel as if you’ve landed somewhere between the familiar rhythm of a safe Brady Bunch household and the high-tech, happy future of the Jetsons.

The card, which arrived hours before Isaias in mail trucks that would have had trouble delivering them the next day, had a picture of a man in sunglasses on a power truck, wearing a yellow hard hat with blue skies and intact branches behind him.

The message offered GOOD NEWS! Of course they used all caps and an exclamation point. Then, the card continued, UPGRADES COMPLETED! How nice and promising, right? The postcard went on to suggest, “PSEG Long Island recently finished work to ensure that you and your neighbors will continue to receive safe and reliable electric service for years to come.” The words safe, reliable and years to come were in orange, as if they were highlighting the parts you needed to read closely, emphasizing their comforting professionalism and reassuring skill set.

The last paragraph read, “After careful inspection, we replaced and upgraded equipment that strengthens the infrastructure to better withstand storms and extreme temperatures.” The highlighted words were replaced, upgraded, and strengthens the infrastructure.

The tag line, after thanking customers for their patience, was, “Just one more way PSEG Long Island is working for you.”

Hmm, now, that postcard might have slipped, unnoticed, into the trash bin. But, that’s not what happened here. The postcard and storm arrived the same day and, despite the reassurance that the company had the infrastructure to better withstand storms, it seems that the storm, and maybe 2020, had other plans.