Citizens' Guide to State Services:
Utilities

Department of Public Utilities (DPU)

Executive Office of Energy and Environmental Affairs
1 South Station, 5th Floor
Boston, MA 02110
Phone: 617-305-3500
Fax: 617-345-9101
www.mass.gov/orgs/department-of-public-utilities

The Department is responsible for oversight of investor-owned electricity, natural gas, and water utilities in the Commonwealth; developing alternatives to traditional regulation; monitoring service quality; regulating safety in the transportation and gas pipeline areas; and for certain aspects associated with the siting of energy facilities. The mission of the Department is to ensure that utility consumers are provided with the most reliable service at the lowest possible cost; to protect the public safety from transportation and gas pipeline related accidents; and to ensure that residential ratepayers' rights are protected.

Consumer Division

Department of Public Utilities
1 South Station
Boston, MA 02110
Phone: 617-737-2836
Toll Free: 1-877-886-5066
Email: DPUConsumer.Complaints@state.ma.us
www.mass.gov/dpu-consumer-information

The Consumer Division can assist with billing and termination issues as it relates to utility companies. Consumers are urged to contact their utility provider first before contacting the division. The division offers complaint forms from their website which can be mailed, faxed or sent via the Internet.

Gas Division

Department of Public Utilities
1 South Station
Boston, MA 02110
Phone: 617-305-3545
Fax: 617-478-2587
E-mail: GasBilling.Inquiries@state.ma.us
E-mail: Non-BillingGas.Inquiries@state.ma.us
www.mass.orgs/gas-division-department-of-public-utilities

This division is responsible for the regulation of the ten investor-owned and four municipal natural gas utilities in the Commonwealth. The regulation of the natural gas industry requires the division to review forecast and supply plan filings, long-term supply contracts, numerous non-tarrifed contracts for the sale and transportation of natural gas, and conservation and load management programs. The mission of the Gas Division is to ensure that gas companies provide their customers with the most reliable energy resources at the lowest possible cost.

Electric Power Division

Department of Public Utilities
1 South Station
Boston, MA 02110
Phone: 617-305-3575
Fax: 617-443-1117
E-mail: EPD.Filing@state.ma.us
www.mass.gov/information-for-consumers-about-the-electric-industry

The Electric Power Division's efforts focus on the planning, procurement, and performance of the electric generating units and conservation and load management programs that each company seeks to develop and operate or secure under contract. The division's mission is to ensure that electric companies provide their customers with the most reliable energy resources at the lowest possible cost.

Transportation Division

Department of Public Utilities
1 South Station
Boston, MA 02110
Phone: 617-305-3559
Fax: 617-478-2598
E-mail: TransDivision.Complaints@state.ma.us
www.mass.gov/orgs/transportation-oversight-division

Transportation Network Company Division (TNC)

1 South Station, 5th Floor
Boston, MA 02110
Phone: 617-305-3569

This division regulates transportation of property for compensation in the Commonwealth. Following public hearings, it issues common carrier certificates, contract carrier permits, and interstate carrier licenses. The division maintains records of tariffs of certificate carriers including, but not restricted to, household movers. In addition, it oversees the `Trespass Tow Law' regulating the tow of motor vehicles from private property. Complaints from consumers of overcharges and other transportation irregularities are investigated, findings prepared, and complaint hearings conducted. The railway and bus section of the Transportation Division investigates complaints from the public, inspects buses, railway track, and equipment; conducts examinations for licensing of bus drivers, including school bus drivers transporting more than eight pupils; and investigates all railway or bus accidents. It has jurisdiction over all intra-state busing and is responsible for the public safety in travel on railroad or rapid transit trains, streetcars, and buses that are engaged in regular route, charter, special, or sightseeing service within the Commonwealth. The Transportation Network Company Division regulates rideshare companies

Water Division

Department of Public Utilities
1 South Station
Boston, MA 02110
Phone: 617-305-3565
Fax: 617-443-1117
E-mail: DPU.Water@state.ma.us
www.mass.gov/orgs/department-of-public-utilities

The Division handles complaints of privately owned water companies.

Department of Telecommunications and Cable

Office of Consumer Affairs and Business Regulations
1000 Washington Street, Suite 820
Boston, MA 02118
Administation: 617-305-3580
Consumer Division: 617-305-3531
Toll Free: 1-800-392-6066 (within Massachusetts only)
Fax: 617-988-8288
Email: consumer.complaints@tate.ma.us
www.mass.gov/orgs/department-of-telecommunications-and-cable

The department handles complaints concerning telecommunications and cable companies operation in Massachusetts. The division's goal is to protect the consumer from fraudulent practices and monitors the quality of service provided.

Pipeline Engineering and Safety Division

Department of Public Utilities
1 South Station
Boston, MA 02110
Phone: 617-305-3537
Fax: 617-478-2589
E-mail: PipelineSafety.Questions@state.ma.us
www.mass.gov/orgs/pipeline-safety-division

Excavators, utility companies, municipalities and homeowners must conform to a notification program, "The Dig Safe Law", designed to prevent damage to underground utility systems on public and private property. The department will take complaints for noncompliance, hold hearings, and impose fines where appropriate. The division enforces state and federal regulations for natural gas distribution companies within the commonwealth.

Dig Safe Call Center

Dig Safe System Inc.
11 Upton Drive
Wilmington, MA 01887
Phone: 811
Toll Free (New England States): 1-888-DIG-SAFE (344-7233)
Emergency Monday through Friday 5:00 am to 6:30 pm: 978-752-1795, 978-752-1796
Emergency Monday through Friday 6:30 pm to 5:00 am: 502-753-0922
Emergency All Day Saturday, Sunday, and Holidays: 502-753-0922
www.digsafe.com/

The gas, electric, telephone, and cable television companies which have underground cables have established a Public Utility Underground Plant Damage Prevention System called `Dig Safe'. To locate underground facilities in a potential work area and to notify all utilities prior to the start of digging, contact the Dig Safe Center at least 72 hours (holidays not included) before digging.