Massachusetts DPU Consumer Protection Complete Guide to Your Electricity Rights

What is the Massachusetts DPU and What Does It Regulate?

The Massachusetts Department of Public Utilities (DPU) is the state agency responsible for regulating gas, electric, and privately-owned water utilities in Massachusetts. What the DPU does:

Ensures utility companies provide reliable service at reasonable rates
Protects consumer interests
Licenses and oversees all competitive electricity suppliers
Handles consumer complaints and disputes through the Consumer Division

Major utilities regulated by the DPU:

Eversource: Greater Boston, South Shore, and Western Massachusetts
National Grid: Central Massachusetts and parts of Greater Boston
Unitil: Parts of Essex County

Contact the DPU:

Phone: 1-877-886-5066
Location: 1 South Station, Boston

How Electricity Choice Works in Massachusetts

Massachusetts restructured its electricity market in 1997, allowing residential and business customers to choose their electricity supplier. How it works:

Your local utility (Eversource or National Grid) continues to deliver electricity and handle outages
You can choose a competitive supplier licensed by the DPU for the generation portion
If you don't choose, you receive Basic Service from your utility

Your electric bill has two parts:

Supply (generation): Competitive suppliers set their own rates
Delivery (distribution): Regulated by the DPU

Basic Service rates change every six months for residential customers. Understanding this distinction helps you evaluate whether switching suppliers makes financial sense.

How to File a Complaint with the DPU

Massachusetts consumers can file complaints with the DPU when experiencing problems with utilities or competitive electricity suppliers. Before filing with the DPU:

Contact the company first – attempt to resolve the issue directly with the utility or supplier
If the company doesn't resolve your complaint satisfactorily, contact the DPU Consumer Division

How to file a complaint:

Online: Massachusetts DPU Consumer Complaint Form at mass.gov
Email: DPUConsumerComplaints@mass.gov
Phone: 1-877-886-5066

What to include:

Your account number
Utility or supplier name
Description of the problem
What resolution you seek

What happens next:

The DPU investigates complaints and can require companies to take corrective action
During a disputed bill appeal, the utility cannot terminate your service
The DPU can arrange hearings before neutral hearing officers for unresolved disputes

Verifying Competitive Supplier Licenses in Massachusetts

All competitive electricity suppliers must obtain licenses from the DPU before selling electricity to Massachusetts consumers. How to verify a supplier's license:

DPU Fileroom: eeaonline.eea.state.ma.us
Email: dpu.electricsupply@mass.gov (Electric Competitive Supply team)

License requirements:

Companies are prohibited from selling electricity while license applications are pending
Licensed suppliers must renew annually by July 1
Suppliers must report material changes within 30 days

⚠️ Warning: If a company claims to sell electricity but doesn't appear in the DPU licensed supplier database:

Do NOT enroll
Report them immediately to the DPU

Dealing with licensed suppliers ensures you have regulatory protections and recourse if problems arise.

Recent DPU Enforcement Actions Against Suppliers

The Massachusetts DPU has increased enforcement against competitive suppliers engaging in deceptive practices. Recent enforcement example:

September 2025: DPU proposed $5.1 million fine against CleanChoice Energy
Recommended revoking its license for allegedly deceptive marketing practices

What the Attorney General found:

Massachusetts residents collectively overpaid by $73 million on electricity bills (July 2023 – June 2024)
Cause: Using competitive suppliers instead of utility Basic Service

Governor Healey's proposed energy affordability legislation:

Eliminate automatic contract renewals
Ban variable rate contracts
Establish new licensing requirements for door-to-door and telemarketing firms
Prohibit predatory marketing practices

These enforcement actions demonstrate that the DPU takes consumer protection seriously and holds suppliers accountable for misconduct.

Basic Service vs. Competitive Supply

Massachusetts utilities offer Basic Service, a default electricity supply option for customers who don't choose a competitive supplier. Basic Service:

Rates set through a competitive bidding process overseen by the DPU
Provides a market-based rate without long-term commitments
Residential rates change every six months (January and July)

Competitive Suppliers may offer:

Fixed rates – price stability
Variable rates – rates that fluctuate
Renewable energy options – not available through Basic Service

⚠️ Important: Massachusetts Attorney General data shows many consumers pay MORE with competitive suppliers than Basic Service. Before switching suppliers:

Compare the offered rate against your utility's current Basic Service rate (on your bill or utility website)
Consider whether additional features like renewable energy or price stability justify any rate difference

Massachusetts Winter Shutoff Protections

Massachusetts law provides strong protections against utility disconnection during winter months. Winter moratorium (November 15 – March 15):

Gas and electric companies cannot shut off service to residential customers who cannot pay due to financial hardship when that service provides heat
This applies even if you use space heaters or other electric heating methods

Outside the winter moratorium:

Utilities must provide written notice before disconnection
You can request payment arrangements to maintain service

Additional protections:

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

If facing disconnection:

Contact your utility immediately to discuss payment options
If the utility doesn't offer reasonable assistance, contact the DPU

The DPU can intervene to prevent improper shutoffs.

Your Consumer Protection Rights in Massachusetts

Massachusetts electricity consumers have comprehensive rights under state law. Your key rights:

Clear contract disclosure: Suppliers must provide written disclosure of rates, contract length, cancellation fees, and whether rates are fixed or variable
3-day cancellation: Cancel door-to-door sales contracts within three business days
Protection from slamming: Suppliers cannot switch your service without authorization
Protection from cramming: Suppliers cannot add unauthorized charges
Accurate, timely bills: Your utility must provide accurate billing (in March 2025, the DPU issued an order to National Grid regarding billing failures)
Privacy protection: You can restrict your utility from sharing personal information with third parties

If your rights are violated:

Report violations to the DPU using their complaint process

These protections are actively enforced through the DPU's regulatory authority.

Massachusetts Attorney General's Role

The Massachusetts Attorney General's Office plays a significant role in electricity consumer protection alongside the DPU. What the AG's Office does:

Publishes semi-annual reports comparing competitive supplier rates against utility Basic Service rates
Investigates deceptive marketing practices by electricity suppliers
Can take legal action against violators

January 2025 report findings:

Documented $73 million in collective overpayments by competitive supply customers
Led to increased regulatory scrutiny

You can file complaints with the AG's Office about:

Misleading sales tactics
False savings claims
Other unfair business practices

Contact the Attorney General's Consumer Protection Division:

Website: mass.gov/ago
Phone: 617-727-8400

The AG and DPU work together to protect Massachusetts electricity consumers.

DPU Resources and Contact Information

The Massachusetts DPU provides extensive resources for electricity consumers. Key resources:

DPU website: mass.gov/dpu – consumer guides, complaint forms, licensed supplier lists, utility contact information
DPU Fileroom: eeaonline.eea.state.ma.us – verify supplier licenses
Attorney General's Office: mass.gov/ago – additional consumer resources

DPU Consumer Division contact:

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 (downed power lines, gas leaks, etc.):

Contact your utility directly using the emergency number on your bill

Taking advantage of these resources helps ensure you receive fair treatment in Massachusetts's electricity market.

Frequently Asked Questions

How long does the DPU take to resolve complaints?

Most informal complaints are resolved within 30-60 days. The DPU contacts the company and works toward resolution. Complex cases or formal hearings take longer. You can check status at 1-877-886-5066.

Is Basic Service always cheaper than competitive suppliers?

Not always, but often. Attorney General data shows many competitive supply customers pay more than Basic Service rates. Always compare offers against your current Basic Service rate before switching.

Can I cancel a contract signed with a door-to-door salesperson?

Yes, Massachusetts law provides a three-business-day cancellation period for door-to-door sales contracts. Written cancellation notice must be sent within this period to avoid any penalties.

What happens to my service if my competitive supplier loses their license?

If your supplier loses their DPU license, you'll automatically return to your utility's Basic Service rate. You'll receive notification and can then choose another licensed supplier if desired.

Does the DPU regulate competitive supplier rates?

No, the DPU licenses suppliers and enforces consumer protection rules but doesn't set competitive rates. Suppliers set their own prices. The DPU does oversee utility delivery charges and Basic Service procurement.

How can I find my current Basic Service rate?

Your Basic Service rate appears on your utility bill and is available on your utility's website (Eversource or National Grid). Rates change every six months in January and July for residential customers.

About the author

Enri Zhulati

Consumer Advocate

Enri has spent years helping Texans navigate the deregulated electricity market at ComparePower. He knows what confuses people about energy shopping and what actually helps them save. At ElectricRates.org, he brings that same expertise to Ohio, Pennsylvania, and Massachusetts.

Electricity deregulationOhio Energy ChoicePennsylvania Power SwitchMassachusetts competitive suppliersPUCO regulations

Topics covered

Massachusetts DPU consumer rights electricity complaints competitive suppliers Eversource National Grid

Sources & References

Massachusetts Department of Public Utilities - Consumer Division (Massachusetts Department of Public Utilities): "Massachusetts DPU Consumer Division handles consumer complaints and disputes"Accessed Jan 2025
Massachusetts AG - Competitive Electric Supply Report (Massachusetts Attorney General): "Massachusetts Attorney General documented $73 million in collective overpayments by competitive supply customers"Accessed Jan 2025
Massachusetts DPU Enforcement Actions (Massachusetts Department of Public Utilities): "DPU proposed a $5.1 million fine against CleanChoice Energy for deceptive marketing practices"Accessed Jan 2025
Massachusetts Electric Restructuring Act (Massachusetts Legislature): "Massachusetts restructured its electricity market in 1997, allowing customers to choose their electricity supplier"Accessed Jan 2025

Last updated: December 10, 2025