National Grid (US)

Get help with (3)

• Billing errorCall the regional customer service line to dispute the bill; New York customers can then go to DPS and keep service on for the disputed amount by paying the rest.
• Disconnection noticeEnroll in a payment plan, apply for discount and assistance programs, and file for special protections; terms differ between New York and Massachusetts.
• Outage creditReport the outage; in New York, claim food and medicine spoilage within 14 days after a 72-hour outage; file other property damage with the Claims Department.

Contacts (21)

Escalation path

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneCustomer service, Upstate New York +1-800-642-4272
   PhoneDisconnected accounts, repayment options and financial statement help, Upstate New York +1-800-443-1837

   Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts).

2. Supervisor

   Ask the representative for a supervisor. Write down the name and reference number.

3. Written complaint

   PhoneCustomer service, Upstate New York +1-800-642-4272
   FormCustomer Claims (property damage, bodily injury, business loss; online form hosted by Origami Risk)

   National Grid does not publish a complaint address or email. Use the account web form in My Account or send a dated letter; keep call notes with reference numbers.

4. State agency

   Your state’s utility commission. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU).

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   New York Attorney General or Massachusetts Attorney General, by the account's state.

Known blockers

Scam warnings

More facts

• Policy

  In New York under HEFPA, utilities may demand security deposits only from existing customers who are delinquent, and customers may pay a deposit in up to 12 monthly installments.

  Source: dps.ny.gov, verified 2026-10-12

Verification notes

National Grid's US customer site has separate regions with different phone numbers and rules: Upstate New York (electric and gas), New York gas for Brooklyn, Queens and Staten Island (NY site), Long Island gas (Long Island NY site; electric on Long Island is PSEG Long Island), and Massachusetts (electric and gas). The site lists only Massachusetts and New York regions. New York customers are regulated by the New York State Public Service Commission (Department of Public Service) under HEFPA; Massachusetts customers by the Massachusetts Department of Public Utilities (DPU). Ask the customer which region the account is in before calling.