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Billing Rights

You may contact us at 800-592-2000 or you may write to us at:

NSTAR
Customer Care
One NSTAR Way
Westwood, MA 02090

customer.service@nstar.com

Please include an explanation of your inquiry and a phone number where you can be reached between 9 a.m. and 5 p.m. Please include your home phone number as well. We will thoroughly research your inquiry and promptly report the results back to you.

If you are not satisfied with our investigation or the payment plan we have offered on the overdue portion of your bill, you may appeal by calling the Massachusetts Department of Public Utilities (DPU) at 877-886-5066 or 617-737-2836, or by writing: Massachusetts Department of Public Utilities, Consumer Division, One South Station, Boston, MA 02110.

If you have a question about the Supplier Services section of your bill and your supplier is not NSTAR, please contact your supplier directly.

Basic Service
Basic Service is market-priced electricity we buy for NSTAR Electric customers who do not have a competitive supplier.  Basic Fixed has a fixed price for up to six months.  Basic Variable prices change monthly.  You may choose either option. Visit our Basic Service page for more information about these choices.

Protection for Residential Customers 65 and Older
If you and everyone living in your home are 65 years old or older and you have overdue bills, NSTAR will not shut off your service without an investigation by the Department of Public Utilities. Please contact NSTAR to apply for this protection.

Payment Plans
NSTAR offers a variety of payment plans for residential customers with overdue bills. More information about Payment Plans is available right here on our web site.

Important Information for Residential Customers
You are protected by important consumer laws. Your electric or gas service cannot be shut off, or will be restored, if you certify to the company that you are unable to pay any overdue bill because of financial hardship and,

  • Someone living in your home is seriously ill; or
  • A child under 12 months old lives in your home; or
  • Between November 15 and March 15 your service provides heat or operates the heating system and your service was not shut off for non-payment before November 15; or
  • All adults living in the home are age 65 or older and a minor resides in the home.

Please contact NSTAR to receive a financial hardship form, or for more information about the residential protections listed above.

Convenient Service Options

  • E-Bill: A secure and user-friendly means of managing their NSTAR account over the Internet. By registering with E-Bill, NSTAR customers can make one-time payments, set up a recurring payment schedule, turn off their paper bill or simply view their bill history online.
  • Direct Pay: Have the amount due on your NSTAR bill automatically deducted from your bank account.
  • Pay by Phone:  Pay your bill by calling us each month with the amount you would like to pay and we'll automatically deduct it from your bank account.
  • Credit Card Payment: Pay your NSTAR bill using your MasterCard or Visa by calling us. There is a convenience fee for this service and recurring payments to your credit card are not available.
  • Budget Billing: Arrange for equal monthly payments based upon your annual usage.
  • Hearing-Impaired Line: 800-322-8242.

Billing Terms and Definitions - NSTAR Electric

  • Customer Charge: The costs of providing services such as metering, billing and account maintenance. These are fixed costs and are not affected by the actual amount of electricity you use.
  • Demand Charge: Rate applied to the highest recorded peak kW use during the month. Applies to most business accounts.
  • Distribution Charge: Cost of delivering electricity over wires to a customer's location.
  • Energy Conservation Charge:  Covers the cost of energy efficiency programs.
  • Generation Charge: Cost of producing electricity in power plants by transforming other forms of energy into electric energy.
  • Kilowatt (kW): Unit of measurement used to calculate demand use (1,000 watts).
  • Kilowatt-hour (kWh): Standard unit of measurement for electrical use (1,000 watts multiplied by the hours of use).
  • Rate Minimum: Minimum monthly charge for service.
  • Renewable Energy Charge:  Funds the Mass. Renewable Energy Trust Fund to increase the availability of renewable energy.
  • Transition Charge: Cost of past investments in generating plants and contracts.
  • Transmission Charge: Cost of moving electricity over high-power lines from a generating plant to an electric company's service area.
  • Types of Read:
    • Actual Read - Meter reading obtained by NSTAR Electric.
    • Customer Read - Meter reading provided by the customer.
    • Estimated Read - Meter reading based on past actual use (meter was not read).

Billing Terms and Definitions - NSTAR Gas

  • BTU Factor (British Thermal Unit): The standard unit of measurement of heat.  A BTU factor is used to convert CCF into therms and varies from month to month as the heat content of natural gas varies.
  • Customer Charge: The costs of providing services such as metering, billing and account maintenance. These are fixed costs and are not affected by the actual amount of gas you use.  Included is a charge for the energy audit program.
  • CCF Used: A measurement in hundreds of cubic feet of gas used during the billing period.  It is the difference between current and past meter readings.
  • Cost of Gas: The charge for natural gas that is supplied to you by NSTAR Gas.
  • Distribution Adjustment Charge: The costs of environmental, conservation, and industry restructuring programs.
  • Distribution Charge:  Cost of delivering natural gas through NSTAR Gas pipes to you.
  • Distribution Demand: Rate applied to the highest recorded peak of use during the month.  Applies to most business accounts.
  • Therm: A unit of heating value equal to 100,000 BTU's.
  • Therm Factor: The number used to convert CCF into therms.  A different therm factor may be expected for each billing period as the heat content of natural gas varies.
  • Types of Read:
    • Actual Read - Meter reading obtained by NSTAR Gas.
    • Customer Read - Meter reading provided by the customer.
    • Estimated Read - Meter reading based on past actual use (meter was not read).
 

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