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When am I protected from having my utilities shut off?

Under certain conditions, your utilities may not be shut off, even if you haven’t or can’t pay your bill.

Electric, Gas, Water (Regulated Utilities)

If all residents of your home are age 65 and over, your electricity or gas cannot be shut off without permission from the Department of Public Utilities (DPU).

If you are experiencing financial hardship and one of the following applies, your electric or gas cannot be shut off without permission from the DPU:

  • You, or someone in your home, is seriously ill;
  • You have an infant under 12 months in your home;
  • All adults in the home are age 65 or older and a minor child resides in the home;
  • It is between November 15 and March 15 and the utility service is needed to heat your home.

If you meet these requirements and your electric or gas has been shut off, you should call your utility company directly. They will ask for proof of your situation, such as a child’s birth certificate, doctor’s note for a serious illness, or income-based proof of your inability to pay. 

If, after speaking with your utility company, your electric or gas service is not restored, you should contact the Department of Public Utilities at (617) 737-2836 or 1-877-886-5066 (toll-free) or complete their online complaint form.

If your water is provided by the city or town where you live, you need to contact the city or town directly to have your service restored. The Department of Public Utilities has a list of all the water district areas in Massachusetts.

If your water is provided by a company, your water cannot be shut off if one of the following applies:

  • Everyone in your household is age 65 or over;
  • You, or someone in your home, is seriously ill;
  • You have an infant under 12 months in your home;
  • All adults in your home are age 65 or older and a minor child resides in your home;
  • You are a tenant whose landlord is responsible for the water bill.

If, after speaking with your utility company, your water is not restored, you should contact the Department of Public Utilities at (617) 737-2836 or 1-877-886-5066 (toll-free) or complete their online complaint form.

Oil, Propane and Wood (Un-Regulated Utilities)

There are no specific legal protections for utility customers who heat with oil, propane, or wood. However, providers of these utilities are often willing to work with consumers who find themselves in difficult situations. You should contact your service provider directly and if you cannot get your utility restored, you should file a complaint with CARD.

How can I get help making my payments?

You may seek help from your local fuel assistance office if you are having trouble paying your utility bills. You do not have to be unemployed to get help. In addition, utility companies are often willing to work out discount, budget, and payment plans. You can learn about your fuel assistance options here.

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