MA DPU Consumer Protection: Massachusetts Utility Guide

The Massachusetts Department of Public Utilities (DPU) regulates your electricity, gas, and water service. Think of them as the referee between you and your utility company.

The DPU makes sure Eversource and National Grid charge fair rates. They also license every competitive electricity supplier in the state. Got a billing dispute? The DPU Consumer Division handles that too.

Major utilities the DPU oversees: Eversource covers Greater Boston, the South Shore, and Western Massachusetts. National Grid serves Central Massachusetts and parts of Greater Boston. Unitil handles parts of Essex County.

Need to reach them? Call 1-877-886-5066 or visit their office at 1 South Station in Boston.

Massachusetts deregulated electricity back in 1997. That means you can pick who generates your power. Your utility still delivers it.

Eversource or National Grid owns the wires and handles outages. A competitive supplier (if you choose one) provides the actual electricity generation. If you do not choose anyone, you get Basic Service from your utility.

Your bill reflects this split. The supply charge covers electricity generation. The delivery charge covers transmission and distribution. Basic Service rates reset every six months, in January and July.

Why does this matter? Any competitive supplier offer should beat your current Basic Service rate. Otherwise, why switch?

Got a problem with your utility or electricity supplier? The Massachusetts DPU can help. But try the company first. Seriously. Most issues get resolved faster that way.

If the company will not cooperate, file with the DPU Consumer Division: Online at mass.gov using the Consumer Complaint Form. Email DPUConsumerComplaints@mass.gov. Or call 1-877-886-5066.

Include your account number, the utility or supplier name, what happened, and what you want them to do about it.

The DPU investigates and can force companies to take action. One nice protection: while you are disputing a bill, the utility cannot shut off your power. The DPU can also arrange hearings with neutral officers for tougher disputes.

Every competitive electricity supplier needs a DPU license before selling to Massachusetts customers. No license, no legal sales. Period.

Check a supplier status at the DPU Fileroom (eeaonline.eea.state.ma.us) or email dpu.electricsupply@mass.gov.

Companies cannot sell electricity while their license application is pending. Licensed suppliers renew annually by July 1. They must report any major business changes within 30 days.

If someone claims to sell electricity but does not show up in the DPU database, do not sign anything. Report them immediately. Only licensed suppliers give you actual regulatory protection when things go wrong.

The Massachusetts DPU has been cracking down on bad actors. In September 2025, they proposed a $5.1 million fine against CleanChoice Energy for deceptive marketing and recommended revoking the company license.

The Massachusetts Attorney General found that residents collectively overpaid $73 million on electricity between July 2023 and June 2024. The cause? Choosing competitive suppliers instead of sticking with Basic Service.

Governor Healey proposed legislation to fix this: Ban automatic contract renewals. Eliminate variable rate contracts for residential customers. New licensing requirements for door-to-door and telemarketing firms. Prohibit predatory marketing practices.

The message is clear. The DPU will hold suppliers accountable.

Basic Service is what you get if you do not pick a competitive supplier. It is the default. Massachusetts utilities set these rates through DPU-supervised bidding every six months.

Competitive suppliers offer alternatives: Fixed rates that lock in your price. Variable rates that change monthly. Renewable energy options not available through Basic Service.

Here is the uncomfortable truth. Massachusetts Attorney General data shows many consumers pay MORE with competitive suppliers than they would with Basic Service. Not less. More.

Before switching, check the offered rate against your current Basic Service rate. It is right on your bill. Ask yourself: does the price difference, plus any extra features like green energy, justify the switch?

Massachusetts protects you from utility disconnection during winter. Between November 15 and March 15, gas and electric companies cannot shut off service to residential customers facing financial hardship when that service provides heat. This includes electric space heaters.

Outside the winter moratorium, utilities must give written notice before disconnecting. You can request payment arrangements to stay connected.

Medical emergencies and serious illness can prevent shutoffs year-round with proper documentation. Low-income customers may qualify for additional programs.

Facing disconnection? Call your utility immediately to discuss options. If they will not work with you, contact the DPU at 1-877-886-5066. They can step in and stop improper shutoffs.

Massachusetts law gives electricity customers real protections. Suppliers must provide written disclosure of rates, contract length, cancellation fees, and whether rates are fixed or variable. No hiding the fine print.

Sign something at your door? You have 3 business days to cancel. That is the law.

Slamming (switching your service without permission) is illegal. So is cramming (adding unauthorized charges). In March 2025, the DPU ordered National Grid to fix billing failures. These protections have teeth.

You can also block your utility from sharing your personal information with third parties. If any of these rights get violated, report it to the DPU using their complaint process.

The Massachusetts Attorney General works alongside the DPU on electricity consumer protection. The AG office publishes reports every six months comparing competitive supplier rates against Basic Service. They investigate deceptive marketing and can take legal action.

Their January 2025 report documented $73 million in collective overpayments by competitive supply customers. That report drove increased regulatory scrutiny statewide.

You can file complaints with the AG about misleading sales tactics, false savings claims, or other unfair practices.

Contact the Attorney General Consumer Protection Division: Website: mass.gov/ago. Phone: 617-727-8400.

The AG and DPU coordinate on enforcement. If one agency gets your complaint, the other usually hears about it too.

The Massachusetts DPU offers consumer guides, complaint forms, licensed supplier lists, and utility contact info at mass.gov/dpu. Check supplier licenses at eeaonline.eea.state.ma.us.

DPU Consumer Division: Phone: 1-877-886-5066. Email: DPUConsumerComplaints@mass.gov. Supplier license questions: dpu.electricsupply@mass.gov. Address: 1 South Station, Boston, MA 02110.

For emergencies like downed power lines or gas leaks, call your utility directly using the emergency number on your bill. The DPU handles regulatory issues, not emergencies.

Keep these contacts saved. You probably will not need them often. But when you do, you will be glad you have them.