DUA employer customer service resources

Report fraud, refusal of work, and other issues

Employers can report employees who refuse to return to work, suspected fraud, or inquire about other issues by completing the complaint form at Return to work employer complaint form | Mass.gov

Additional Resources

Employer fraud reporting instructions

Respond to claims questionnaires

Contact the benefits call center at [phone] for assistance with completing fact-finding questionnaires such as those listed below. Select Option 1, then Option 2 for the fact-finding line.

• Employer Wage Requests
• Lack of Work Questionnaires
• Remuneration/Severance Pay Questionnaires
• Confirmation of Employment

If you've received a fact-finding questionnaire related to a fraudulent or improper claim, review these employer fraud reporting instructions.

Additional Resources

Employer fraud reporting instructions

Self-service resources

If you are having trouble accessing your account, please refer to this guide to reset your password.

Don't forget our self-service options:

• Make a payment
• Request a Certificate of Compliance
• Register your business
• Submit employment and wage details
• Online user guides
• Frequently used forms

Need help?

Contact the Employer Customer Service Call Center at [phone].

• For questions on benefit charge protests, reimbursable bills, benefit charge statements, or seasonal certification press 1
• For assistance with password reset press 2
• For questions on account registration, suspending or reviving an employer account, business transfer, or user issues press 3
• For questions on wage reporting, adjustments, refunds, out of state wage credits, deferrals, or tpa assistance press 4
• For questions on intercept, payment plans, certified assessments, liens, levies, bankruptcy, certificates of compliance, demand notices, or audit press 5

You also can send an email to the appropriate mailbox below. Please include in all email correspondence with DUA:

• The legal name of the business
• Your employer account number (EAN)
• Your federal tax identification number (FEIN)
• A detailed summary explaining your issue

Please note: All email requests must come from the authorized user on your DUA account.

 

Employer Charge:

• Benefit Protests
• Benefit Charge Statements

For assistance, please email [e-mail].

 

Seasonal Certification:

• Seasonal Certification Applications

For assistance, please email [e-mail]

 

Employer Liability:

• Acquisitions/Mergers
• Add a UI Online System Administrator
  • System Administrator Form
• Address Change
• Business Transfer
• Change in Organizational Type
• Employer Password Reset
• Legal Name Change
• New Employer Registration
• Suspend/Revive Employer Account

For assistance please email: [e-mail]

Employer Reports:

• 940 FUTA Certification Request
• ACH Credit Application Form 
• Contribution Payments Deferrals 
• Employer Refunds
  • Employer Refund Request Form 
• Employment and Wage Detail Filings/Adjustments
• Out of State Wage Credits
• Overdue Notices
• Reimbursable Employers
• TPA Assistance

For assistance, please email: [e-mail]

Employer Rates:

• UI & EMAC Contribution Rates
• Solvency Rate
• COVID-19 Recovery Assessment Rate
• Requests for UI Contribution Rate Reviews
• Voluntary Contributions

For assistance please email: [e-mail]

Intercept:

• Federal Payment Intercept
• State Payment Intercept
• Requests for Review

For assistance please email: [e-mail]

Revenue Enforcement:

• Audit
• Bank Levies
• Bankruptcy
• Certificates of Compliance
• Certified Assessments
• Cumulative Statements of Amounts Past Due
• Demand Notices
• Judgments
• Liens
• Payment Plans
• Petitions for Reassessment

For assistance please email: [e-mail]

EMAC Supplement:

• EMAC Supplement charging has stopped as of 4th Quarter 2019

For assistance please email: [e-mail]

News and updates

• Unemployment Insurance Benefits and Returning to Work: Guide for Employers
• Employer COVID-19 unemployment FAQ