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Service quality

Find out how the DPU regulates service quality standards.

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 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.T.E. 04-116 every year on March 1st.  The SQARs are docketed as follows:

Docket Company Name
XX-SQ-10 Fitchburg Gas and Electric Light Company d/b/a Unitil
XX-SQ-11 Massachusetts Electric Company d/b/a National Grid
XX-SQ-12 Nantucket Electric Company d/b/a National Grid
XX-SQ-13 NSTAR Electric Company d/b/a Eversource Energy
XX-SQ-14 Western Massachusetts Electric Company d/b/a Eversource Energy

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.