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Frequently asked questions about electric and gas utilities, Mass. Attorney General.
"Many residents are struggling to pay their bills, including their monthly utility bills, following the COVID-19 crisis and due to the currently high fossil fuel prices. Electricity and Gas are essential services—that’s why it is important that customers know their rights and where they can go for help if they need it."
Keeping your utilities on, Mass. Attorney General.
Includes links to the following pages:
- Avoid heating scams
- Learn about fuel assistance
- Understanding un-regulated utilities (oil, propane, wood)
- What do I need to know about my electric supply options in Massachusetts?
- When am I protected from having my utilities shut off?
Understanding your utility bill, Mass. Department of Public Utilities, Consumer Division.
"Here is some helpful information on how to read and understand your electric or gas bill. You can also find information on your billing options and calculating your costs."
Recent updates
Healey-Driscoll Administration announces groundbreaking partnership with utility companies to lower costs for hundreds of thousands of households, Mass. Governor's Office, October 16, 2024.
MassHealth members and DTA clients will automatically receive discounts of up to 25 percent on gas expenses and 42 percent on electric expenses without individuals having to submit additional paperwork.
Massachusetts laws
MGL c. 25, § 4A Hearings on rate changes
MGL c. 25, § 19 Funding for energy efficiency programs; mandatory charge per kilowatt-hour; other funding; gas energy efficiency programs; allocation of funds
MGL c. 25, § 21 Energy efficiency and demand reduction resources cost-effective or less expensive than supply preferred; electric and natural gas efficiency investment plans; failure to reasonably comply with plan
MGL c. 148, § 38J Residential oil tank safety
MGL c. 164, § 124F Shutting off service during financial hardship
"No gas or electric company shall between November fifteenth and March fifteenth shut off gas or electric service to any residential customer who cannot pay an overdue charge because of financial hardship, when such gas or electric service is used to provide heat or to operate the heating system of the customer's unit or building."
MGL c. 165, § 11A Procedure for shutting off the flow of water on failure to pay lawful charges
MGL c. 175, § 4D Insurance coverage for release of heating oil
MGL c. 187, § 5 Installation of public utility services for abutting owners on private ways authorized
See also
Massachusetts regulations
220 CMR Department of Public Utilities
- 220 CMR 19 Standards of performance for emergency preparation and restoration of service for electric distribution and gas companies
- 220 CMR 25 Billing and termination procedures
- 220 CMR 28 Billing regulations for condominiums
940 CMR Mass. Attorney General
- 940 CMR 19 Retail marketing and sale of electricity
File a complaint
Regulated utilities (electric, gas, water)
File a complaint involving a gas, electric, or water company, Mass. Department of Public Utilities, Consumer Division.
"Having a problem with your gas, electric, or investor-owned water company? Are you a Massachusetts resident or business owner? Here's how to file a complaint with the DPU."
Unregulated utilities (oil, propane, wood)
File a consumer complaint, Office of the Attorney General.
"Are you having a problem with a business? File a complaint with the Attorney General's Office (AGO)."
Web sources
Energy switch Massachusetts, Mass. Department of Public Utilities.
A website developed by the DPU to "assist consumers in shopping for electric supply products." Also includes information about electric supply and delivery, how to read your electric bill, and FAQs.
HelpSteps.com, Mass. 2-1-1 service.
"HelpSteps connects individuals to local health and human resources... The assessment and referral tools are available at no cost to anyone with access to the internet or a smart phone." Includes information on help paying for electricity, gas and home heating. Scroll down to Utilities.
Information for consumers about the electric industry, Mass. Department of Public Utilities.
Get a better understanding of your electric service, compare products and prices, and file complaints.
Solar information & programs, Renewable and Alternative Energy Division.
"Learn about how solar energy works and available incentive programs in Massachusetts."
Utilities advocacy for low-income households, 4th ed. National Consumer Law Center, 2019.
Online version of the 136-page book. It covers obtaining service, restoring service, receiving financial aid, forms, and appendices of regulations and procedures.
Utilities and other benefits, Mass. Legal Help.
A collection of articles that provide helpful legal information on various topics relating to utility services, including:
- Help with utilities for survivors of domestic violence
- Legal tactics: Utilities
Covers the right to obtain service, protection against shut-off, what to do if utilities have been shut off, getting help paying your bills, submetering for tenants, special rules for tenants living in condominiums and more. - Stop your heat and electricity from getting shut off
- Understanding utilities as a tenant
- Water rights: Do landlords or tenants pay for water in Massachusetts?
Financial assistance programs and other resources
Fuel assistance and LIHEAP, Mass. Legal Help, 2023.
Fuel Assistance is a program that helps pay your heating bills by sending money to your heating company to be credited to your account. A heating company can include an oil or propane dealer, or an electric or gas utility.
Get help to pay your bills, Mass. Legal Help, 2017.
Explains different types of assistance, eligibility requirements, and how to apply.
Help paying your utility bill, Mass. Department of Public Utilities, Consumer Division.
Site includes how to get help with your utility bill (including lowering your bill), fuel assistance information, and winter heating tips.
Home Energy Assistance Programs, Executive Office of Housing and Livable Communities.
EOHLC's Energy Assistance Programs provide eligible low-income households assistance with home heating services. Programs include:
- Home Energy Assistance Program (HEAP)
- Heating System Repair & Replacement Program (HEARTWAP)
- Weatherization Assistance Program (WAP)
Lifeline program, Universal Service Administrative Co. and the FCC.
Benefit providing eligible consumers with a monthly discount of up to $9.25 on phone and internet services. Consumers living on Tribal lands are eligible for a discount of up to $34.25 per month and up to a $100 reduction for first-time connection charges.
Print sources
Access to utility service: Disconnections, utility bill assistance programs, metering, payments, and telecommunications, by Jenifer Bosco, National Consumer Law Center, 2024.
Massachusetts landlord tenant law by George Warshaw, 2nd ed., Lexis, 2001 with supplement.
- Section 16:13 Landlord’s obligation to pay for utilities
- Section 16:20 G. L. c. 186, § 14
- Section 16:21 Wrongful transfer of utilities
Contact for Massachusetts law about utility service
Online
| Last updated: | November 25, 2024 |
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