National Grid Payment Plans: New York and Massachusetts Rights and Complaints
National Grid serves approximately 3.5 million gas and electric customers across New York and Massachusetts. Your rights and protections depend on which state you live in, because each state has its own regulator and rules.
National Grid payment options (both states)
Standard payment agreement
National Grid offers payment agreements that spread past-due balances over several months.
- New York: Call 800-642-4272
- Massachusetts: Call 800-322-3223
Budget billing
National Grid averages your annual costs across 12 equal monthly payments.
New York protections
HEFPA rights
New York's Home Energy Fair Practices Act gives National Grid customers specific protections:
- Written notice required before disconnection
- Payment agreements must be offered before shutoff
- No disconnections on weekends, holidays, or when offices are closed
- No disconnections while a PSC complaint is pending
NY PSC complaint
- Phone: 800-342-3377
- Emergency (48/72-hour notice): 800-342-3355
- Online: dps.ny.gov/file-complaint
HEAP (New York)
Home Energy Assistance Program grants available through local DSS offices or by calling 800-342-3009.
Winter protections
November 1 through April 15, with additional protections for elderly and low-income customers.
Massachusetts protections
Winter moratorium
Massachusetts prohibits disconnection from late October through April 1 for customers who demonstrate financial hardship.
MA DPU complaint
- Phone: 877-886-5066
- Online: mass.gov/dpu
Fuel assistance
Massachusetts offers fuel assistance through local Community Action Agencies. Income limits are among the most generous in the country.
Discount rates
National Grid offers discount rates for income-eligible customers in Massachusetts, similar to the CARE program in California.
Hope and Warmth Fund
Available in both states, the Hope and Warmth Fund provides emergency grants to National Grid customers facing financial hardship. Administered through local partner organizations.
Quick action checklist
- Call National Grid (800-642-4272 NY / 800-322-3223 MA) for a payment plan
- Apply for HEAP (NY) or fuel assistance (MA)
- Ask about the Hope and Warmth Fund
- If refused, file a complaint with your state regulator
- In NY, use the emergency hotline (800-342-3355) for imminent shutoffs
Bottom line
National Grid customers have strong protections in both states. New York's HEFPA law and PSC complaint process are among the strongest in the country. Massachusetts offers a generous winter moratorium and fuel assistance programs. The regulator complaint is your best tool in either state.
