Service quality

Here, you can find out how the Department of Public Utilities (DPU) regulates service quality standards.

Table of Contents

Service quality guidelines through 2015

Pursuant to G.L. c. 164, section 1E, the DPU established service quality standards in D.T.E. 99-84, later amended in D.T.E. 04-116-C, to ensure that the quality of customer service did not deteriorate with the implementation of a new model of ratemaking, called performance‑based rates.  These service quality guidelines were in effect through 2015.

Service quality guidelines as of 2016

Starting in 2016, service quality standards shifted from preventing performance deterioration to requiring improved service quality. The DPU adopted the revised guidelines in D.P.U. 12-120-D.  The service quality plans detail how the companies implement the service quality guidelines.  The service quality plans are docketed in D.P.U. 16-08 and can be found here:

Annual service quality reports

The electric companies file their service quality annual reports (SQAR) in compliance with D.P.U. 12-120-D every year on March 1stThe SQARs detail the companies’ performance for the filing year by reporting on the required service quality metrics.  The SQARs case numbers are as follows:

Case number Company Name
XX-SQ-10 Unitil
XX-SQ-11 National Grid
XX-SQ-12 National Grid - Nantucket
XX-SQ-13 Eversource Energy 
XX-SQ-14 WMECo (prior to 2020)

To access all document filings, please visit the file room and type the case number, replacing the first two digits in a case number with the relevant year’s last two digits.

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