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Consumer Protections

Your Right To Dispute Your Bill

If you disagree with the WMECo charges on your statement, you may contact us and explain the amount you believe to be in error and the reason you believe the error has occurred.

  • By mail: Western Massachusetts Electric Company
    PO Box 2010
    West Springfield, MA 01090-2010
  • By phone: 781-4300 (within the Springfield calling area) or 877-OK-WMECO (877-659-6326) (outside the Springfield calling area)
  • By email

You may also call or write to the Consumer Division of the Massachusetts Department of Public Utilities (DPU) to dispute any portion of your bill.

Massachusetts Department of Public Utilities
Consumer Division, One South Station
Boston, MA 02110
Phone: (617) 737-2836 or toll free 1-877-886-5066

Your electric service will not be terminated for failure to pay the disputed portion of your bill.

Payment arrangements may be made for the WMECo portion of your bill over a minimum of four months and will include the payment of past due charges in addition to payment of future bills when due.

Your Right to Electric Service During Serious Illness and Financial Hardship

If you or anyone presently and normally living in your home is seriously ill, we will not shut off your service provided you have a financial hardship as well.

  • You must contact your physician or board of health. Have your physician or board of health call the Company immediately. Within seven days of the phone call, your physician or board of health must certify in writing to the Company that a serious illness exists.
  • The certificate must be renewed monthly or quarterly if the illness is certified to be chronic. Your failure to renew your certification may result in your service being terminated.
  • For assistance or further information, you may call the Company or the Consumer Division of the DPU.

Your Right To Electric Service If You Have A Child Under Twelve Months Of Age

If you or anyone presently and normally living in your home has a child under twelve months old living in the home, we will not shut off your service provided you also have a financial hardship.

Your Right to Electric Service In An Elderly Household

If all residents in your household are 65 years of age or older, the Company cannot shut off your electric service for failure to pay a past due bill without the approval of the DPU. If you cannot pay your bill, you may be able to work out a payment plan with the Company. You have the right to a hearing at the DPU before termination. You may call the Company or the Consumer Division of the DPU for further information.