Billing and termination
The Department of Public Utilities (DPU) enforces the billing and termination regulations. These regulations:
- restrict service shut-offs during the winter months,
- prohibit security deposits and late charges for residential customers, and
- provide other consumer protections.
Service shut off
If your service has been shut off, or is about to be shut off, call the DPU Consumer Division directly at (617) 737-2836 or toll-free at (877) 886-5066.
Your electric or gas company cannot shut off your service if all residents of your household are 65 years or older without written approval from the Department of Public Utilities (DPU). Let your utility company know if your household meets these criteria.
In addition, your electric or gas company cannot shut off your service if you have a financial hardship and:
- you or someone in your home is seriously ill;
- you have an infant under 12 months;
- it is between November 15 and March 15 and you need to heat your home; or
- all adults in the home are age 65 or older and a minor child resides in the home.
If you have a financial hardship, inform your utility company immediately. You qualify as having a financial hardship when you are unable to pay an overdue bill and you meet income eligibility requirements for the Massachusetts Home Energy Assistance Program administered by the Executive Office of Housing and Livable Communities (EOHLC). You may be eligible for assistance if your household income does not exceed 60% of the state median income. Contact EOHLC for more information.
Competitive supply
Unauthorized switching of energy suppliers or "slamming"
In Massachusetts, you can choose who provides your electric supply as long as you do not live in a municipality that is served by a municipal light plant. You can choose:
- basic service offered by your electric company,
- municipal aggregation if you live in a town that offers it, or
- a competitive supply product offered by a competitive supplier.
You cannot be switched to a competitive supplier without your consent. Unauthorized switching of energy suppliers - also known as "slamming" - is against the law. Your consent must be either by a written letter of authorization signed by you or your oral statement to an independent third party, such as a separate verification company.
If you are switched without your consent, you may file a complaint with the DPU.
3-day rescission period
If you agree to switch to a competitive supplier, your choice will not take effect for at least 3 business days from the time you receive your terms and conditions from the competitive supplier. If you change your mind before the end of that 3-day period and cancel the switch, you will not incur any charges.
Terms of service
Prior to providing service, suppliers must provide you a terms of service statement. This document will detail:
- All charges
- The length of the contract
- The payment due date
- The manner in which a competitive supplier provides notice of any changes in the terms of service
- A toll-free number to call for more information
Contract summary form
The competitive supplier must also provide you with a contract summary form which summarizes important aspects of the product you are purchasing. This document will include information about:
- the price
- the length of the contract
- enrollment fees
- an early cancellation fee, if applicable
- other fees, if applicable
- automatic renewal
- renewable energy content
- other products and services
More information about the contract summary form is available on the contract summary form webpage.
Automatic renewal notification
Competitive suppliers must provide residential electric and gas customers on a fixed rate that have an automatic renewal provision with an automatic renewal notification. The automatic renewal notification must be sent 30 to 60 days prior to contract expiration.
If a customer automatically renews to a monthly‑price product, competitive suppliers must send the customer a single notification prior to the date of the renewal.
More information about the automatic renewal notification is available on the automatic renewal notification webpage.
Customer information list
Your electric company provides a customer information list to competitive suppliers upon request. The customer information list allows competitive suppliers to market to customers in a more efficient manner. The customer information list provides information such as the name on the electric account and your monthly kilowatt hour usage. You may opt out of having your information included on the customer information list.
More information about the customer information list, including instructions to opt out, is available on the customer information list webpage.
Disclosure label
Competitive suppliers and distribution companies must furnish customers with a disclosure label prior to providing service and then on a quarterly basis. The label identifies:
- Prices
- Types of power sources used
- Air emissions
- Labor practices
- A toll-free number for customer service
More information about the disclosure label form is available on the information disclosure label webpage.
Electric submetering
Electric submetering is when an owner or landlord (owner) of a multi-unit property uses a single meter to serve the entire property’s electricity usage. In Massachusetts, electric submetering is prohibited because it is the resale of electricity. Residential property owners are required by the state Sanitary Code to pay for electricity for each unit unless the unit has a separate meter that is installed, maintained, and read by a utility company and a written rental agreement between the owner and the tenant provides for payment by the tenant in rent. For more information and resources, visit the DPU's electric submetering webpage.
Other resources regarding your utility bill
- Help paying your utility bill: Resources to help those struggling to pay their utility bills.
- Help saving energy: Information on steps you can take to reduce your energy bill.
- Understanding your electric bill: Information about the different charges on your electric bill and sample bills.
- Understanding your gas bill: Information about the different charges on your gas bill and sample bills.
- Massachusetts 2-1-1: Resources for utility assistance, food security, and more