{"id":"national-grid","page":"https://escalate.alexgaoth.com/#/c/national-grid","html":"https://escalate.alexgaoth.com/c/national-grid/","generated":"2026-10-15","company":{"id":"national-grid","name":"National Grid (US)","aliases":["National Grid","Niagara Mohawk","National Grid NY","National Grid MA","KeySpan","Brooklyn Union Gas","KEDNY","KEDLI"],"sector":"utility","parent":"National Grid plc","website":"https://www.nationalgridus.com","account_url":"https://myaccount.nationalgrid.com/","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.","channels":[{"id":"customer-service-phone-upstate-ny","type":"phone","label":"Customer service, Upstate New York","value":"+1-800-642-4272","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The Upstate NY Consumer Advocate page says billing disputes and high bill complaints go to this call center.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"outage-phone-upstate-ny","type":"phone","label":"Electricity outages, Upstate New York","value":"+1-800-867-5222","hours":"24/7","purposes":["service_outage"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-upstate-ny","type":"phone","label":"Gas emergencies, Upstate New York (or 911)","value":"+1-800-892-2345","hours":"24/7","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"credit-phone-upstate-ny","type":"phone","label":"Disconnected accounts, repayment options and financial statement help, Upstate New York","value":"+1-800-443-1837","purposes":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"customer-service-phone-metro-ny","type":"phone","label":"Customer service and gas emergency, New York (Brooklyn, Queens, Staten Island gas site)","value":"+1-718-643-4050","hours":"Customer service Mon-Fri 8 a.m.-8 p.m.; gas emergencies 24/7 (or 911)","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-long-island","type":"phone","label":"Customer service, Long Island gas","value":"+1-800-930-5003","hours":"Mon-Fri 8 a.m.-8 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-long-island","type":"phone","label":"Gas emergencies, Long Island (or 911)","value":"+1-800-490-0045","hours":"24/7","source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-ma","type":"phone","label":"Customer service, Massachusetts","value":"+1-800-322-3223","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"outage-phone-ma","type":"phone","label":"Electric outages, Massachusetts","value":"+1-800-465-1212","hours":"24/7","purposes":["service_outage"],"source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma","type":"phone","label":"Gas emergencies, Massachusetts (or 911)","value":"+1-800-233-5325","hours":"24/7","source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"credit-phone-ma","type":"phone","label":"Credit Department (disconnected accounts and repayment options), Massachusetts","value":"+1-888-211-1313","purposes":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"amp-phone-ma","type":"phone","label":"Arrears Management Program enrollment, Massachusetts","value":"+1-866-580-7617","purposes":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Arrears-Management-Program","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report or check an outage (all regions)","value":"https://myaccount.nationalgrid.com/outages","purposes":["service_outage"],"source":"https://www.nationalgridus.com/contact-us","last_verified":"2026-10-12"},{"id":"claims-page","type":"web_form","label":"Customer Claims (property damage, bodily injury, business loss; online form hosted by Origami Risk)","value":"https://www.nationalgridus.com/Our-Company/Customer-Claims","purposes":["service_outage"],"access":"open","source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email (PDF claim form and documents)","value":"ClaimsDept@nationalgrid.com","purposes":["service_outage"],"notes":"Mail: National Grid, ATTN: Claims Department, 55 Bearfoot Road, Northboro, MA 01532.","source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department (filing and claim status)","value":"+1-315-428-6536","purposes":["service_outage"],"source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"food-spoilage-claims-ny","type":"web_form","label":"New York food and prescription medication spoilage claims (outages of 72+ hours, PSL 73)","value":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","purposes":["service_outage"],"access":"open","notes":"Email foodloss@nationalgrid.com; mail National Grid - NYS Food Spoilage Claims (PSL73), 55 Bearfoot Road, Northboro, MA 01532; phone 315-428-3370.","source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Enroll in a payment plan (My Account)","value":"https://myaccount.nationalgrid.com/payment-plan","purposes":["disconnection"],"access":"login","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"consumer-advocate-upstate-ny","type":"web_form","label":"Speak with a Consumer Advocate, Upstate New York (hardship and special needs)","value":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/customer-advocate","purposes":["disconnection"],"access":"open","notes":"For financial hardship, illness, job loss, a death in the family, or special needs customers. Not for billing disputes.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/customer-advocate","last_verified":"2026-10-12"},{"id":"medical-certification-ny","type":"email","label":"New York special protections (medical emergency, life support, elderly/blind/disabled)","value":"Life.Support@nationalgrid.com","purposes":["disconnection"],"notes":"Or online Protections Application, phone 1-800-642-4272, fax 1-315-460-9343, or mail National Grid, Credit & Collections, Residential Protections Team / D-1, 300 Erie Blvd West, Syracuse, NY 13202.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"id":"medical-certification-ma","type":"email","label":"Massachusetts special protections (serious or chronic illness, infant, elderly, winter financial hardship)","value":"NEProtections@nationalgrid.com","purposes":["disconnection"],"notes":"Or online Customer Protections Form, fax 1-866-460-8549, or mail National Grid, Attention: Protections, D1, 300 Erie Blvd W, Syracuse, NY 13202.","source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts)."},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"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."},{"rung":"state_agency","agency_kind":"utility_commission","note":"New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU)."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New York Attorney General or Massachusetts Attorney General, by the account's state."}],"playbooks":[{"issue":"billing_error","summary":"Call 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.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call the customer service line for the region and dispute the bill or ask for a high bill review. Get a reference number.","channel":"customer-service-phone-upstate-ny","note":"Use the line for the account's region."},{"do":"Keep paying the undisputed part of the bill."},{"do":"If not resolved, complain to the NY Department of Public Service or the Massachusetts DPU."}],"facts":[{"kind":"policy","claim":"In New York under HEFPA, a residential customer who files a complaint with the Department of Public Service cannot have service shut off for the disputed amount while it is investigated, as long as the undisputed amount is paid.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"process","claim":"The NY Department of Public Service asks customers to first seek help from the utility, which is required by law to assist.","issues":["billing_error"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Enroll in a payment plan, apply for discount and assistance programs, and file for special protections; terms differ between New York and Massachusetts.","evidence":["shutoff notice","account balance","medical letter","proof of age or infant birth certificate","financial statement"],"steps":[{"do":"Enroll in a payment plan in My Account, or call the credit line for the region.","channel":"payment-arrangement"},{"do":"If someone is seriously ill, uses life-support equipment, or the household is elderly or has an infant (MA), apply for special protections.","channel":"medical-certification-ny","note":"Massachusetts customers use the MA protections channel."},{"do":"In Upstate New York, ask a Consumer Advocate about EAP, HEAP and other assistance.","channel":"consumer-advocate-upstate-ny"},{"do":"In Massachusetts, if you are on the Discount Rate with $200 or more at least 60 days past due, enroll in the Arrears Management Program.","channel":"amp-phone-ma"},{"do":"If you cannot reach an agreement, contact the NY DPS shut-off hotline or the Massachusetts DPU before the shutoff date."}],"facts":[{"kind":"policy","claim":"Upstate New York Standard Payment Agreement is a 15% down payment with the balance in 10 monthly installments plus the current bill. A Minimum Payment Agreement can be as little as $0 down and $10 a month for EAP customers or recent HEAP/EHEAP recipients.","issues":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"kind":"policy","claim":"Massachusetts Regular Rate Deferred Payment Agreement is a 25% down payment with the balance in up to 6 monthly installments plus the current bill. The Payment Assistance Bundle is a 10% down payment over 12 months with automatic payments and a Budget Plan.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"kind":"deadline","claim":"In New York under HEFPA, service may not be disconnected unless the utility has given a written final notice and waited 15 days for the customer to pay or make a payment agreement. Shutoffs are only allowed 8:00 a.m.-4:00 p.m. Monday through Thursday, excluding holidays, the day before a holiday, and the two weeks around Christmas and New Year's Day.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"In New York, a medical emergency certification gives 30 days of protection from termination, which may be extended for 30 or 60 days; renewal requires showing inability to pay. Elderly, blind or disabled customers get a contact attempt at least 72 hours before shutoff.","issues":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Massachusetts, Serious Illness grants 90 days and Chronic Illness 180 days of protection, with documentation from a physician, physician assistant, nurse practitioner or local board of health. Financial Hardship protection applies from November 15 to March 15 when National Grid service provides heat.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Massachusetts, a household qualifies for Elderly Protection if all members are 65 or older; Infant protection applies when a child under 12 months lives in the household and the household has financial hardship.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Massachusetts Arrears Management Program forgives part of the past-due balance with each on-time payment, up to 100% (up to $12,000 per year), for Discount Rate (R2 or R4) customers with $200 or more at least 60 days past due.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Arrears-Management-Program","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report 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.","evidence":["outage dates and times","itemized list of spoiled food","proof of loss (receipts","priced flyers or screenshots)","pharmacy receipts","repair bills or estimates","photos"],"steps":[{"do":"Report or check the outage online, or call the outage line for the region.","channel":"outage-report-online"},{"do":"In New York, if the outage lasted at least 72 consecutive hours, file a food and medication spoilage claim within 14 days of the 72-hour mark.","channel":"food-spoilage-claims-ny"},{"do":"For property damage, file with the Claims Department online, by email or by mail with repair bills or estimates and photos.","channel":"claims-page"},{"do":"If someone in the home uses life-sustaining equipment, register it so National Grid calls during long outages (New York).","channel":"medical-certification-ny"}],"facts":[{"kind":"compensation","claim":"Under New York Public Service Law 73, customers whose electric or gas outage lasts at least 72 consecutive hours can claim up to $540 for spoiled food with proof of loss (up to $235 with only an itemized list), plus the actual loss of perishable prescription medicine. Small businesses may claim food spoilage up to $540 with proof.","issues":["service_outage"],"source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"New York spoilage claims must be filed within 14 days of the 72-hour outage mark.","issues":["service_outage"],"source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"},{"kind":"process","claim":"Property damage claims need a written repair bill or estimate and photos for each item; for items that cannot be repaired, a repairman's statement plus the purchase receipt or a replacement estimate. Depreciation is taken on replacement items. State statutes of limitations apply.","issues":["service_outage"],"source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"kind":"policy","claim":"For New York Life Support Program households, National Grid makes two attempts to reach the customer by phone during prolonged unplanned outages. Annual recertification is required.","issues":["service_outage"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"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.","issues":["deposit_refund"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"}],"known_blockers":["Phone numbers and rules differ by region; the regionalized pages on nationalgridus.com only render the right content with a region selected.","The Upstate NY Minimum Payment Agreement cannot be set up in My Account; call 1-800-443-1837.","Special protections need documentation from a medical professional or proof of age."],"official_domains":["nationalgridus.com","nationalgrid.com"],"security":{"never_asks":[{"kind":"policy","claim":"National Grid will not contact customers to demand immediate payment by wire transfer, Green Dot MoneyPak or any other prepaid card service. It may ask for a payment over the phone, but leaves the payment method to the customer.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never contact customers by email or phone to ask for personal or account information.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never ask customers to email personal information such as payment details or an address, will never ask for a password, and will never send programs to install on a computer.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, sometimes with Caller ID showing \"National Grid\", say the customer has a past-due balance, threaten to turn off service and demand immediate payment.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers demand immediate payment by wire transfer, Green Dot MoneyPak, prepaid debit cards, gift cards, cryptocurrency or third-party digital payment apps.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Robocalls offer 25% off future bills to get account information. National Grid says these calls are not from National Grid.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites closely resemble the official National Grid website to collect usernames, passwords and account details.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from National Grid. All National Grid employees and contractors carry photo identification.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report an unexpected email that appears to come from National Grid","value":"customerservice@nationalgrid.com","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"id":"verify-phone-massachusetts-electric","type":"phone","label":"Check account status after a suspected scam (customer service, Massachusetts electric)","value":"+1-800-322-3223","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-upstate-ny","type":"phone","label":"Check account status after a suspected scam (customer service, Upstate New York)","value":"+1-800-642-4272","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-nyc-metro","type":"phone","label":"Check account status after a suspected scam (customer service, New York City and Metro)","value":"+1-718-643-4050","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-long-island","type":"phone","label":"Check account status after a suspected scam (customer service, Long Island)","value":"+1-800-930-5003","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"national-grid","name":"National Grid (US)","sector":"utility","website":"https://www.nationalgridus.com","account_url":"https://myaccount.nationalgrid.com/"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Call 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.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call the customer service line for the region and dispute the bill or ask for a high bill review. Get a reference number.","note":"Use the line for the account's region.","channel":{"id":"customer-service-phone-upstate-ny","type":"phone","label":"Customer service, Upstate New York","value":"+1-800-642-4272","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The Upstate NY Consumer Advocate page says billing disputes and high bill complaints go to this call center.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"}},{"do":"Keep paying the undisputed part of the bill."},{"do":"If not resolved, complain to the NY Department of Public Service or the Massachusetts DPU."}],"channels":[{"id":"customer-service-phone-upstate-ny","type":"phone","label":"Customer service, Upstate New York","value":"+1-800-642-4272","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The Upstate NY Consumer Advocate page says billing disputes and high bill complaints go to this call center.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-upstate-ny","type":"phone","label":"Gas emergencies, Upstate New York (or 911)","value":"+1-800-892-2345","hours":"24/7","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-metro-ny","type":"phone","label":"Customer service and gas emergency, New York (Brooklyn, Queens, Staten Island gas site)","value":"+1-718-643-4050","hours":"Customer service Mon-Fri 8 a.m.-8 p.m.; gas emergencies 24/7 (or 911)","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-long-island","type":"phone","label":"Customer service, Long Island gas","value":"+1-800-930-5003","hours":"Mon-Fri 8 a.m.-8 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-long-island","type":"phone","label":"Gas emergencies, Long Island (or 911)","value":"+1-800-490-0045","hours":"24/7","source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-ma","type":"phone","label":"Customer service, Massachusetts","value":"+1-800-322-3223","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma","type":"phone","label":"Gas emergencies, Massachusetts (or 911)","value":"+1-800-233-5325","hours":"24/7","source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"In New York under HEFPA, a residential customer who files a complaint with the Department of Public Service cannot have service shut off for the disputed amount while it is investigated, as long as the undisputed amount is paid.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"process","claim":"The NY Department of Public Service asks customers to first seek help from the utility, which is required by law to assist.","issues":["billing_error"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts).","candidate_channels":["customer-service-phone-upstate-ny","credit-phone-upstate-ny","customer-service-phone-metro-ny","customer-service-phone-long-island","customer-service-phone-ma","claims-page","consumer-advocate-upstate-ny","medical-certification-ny","medical-certification-ma"]},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","candidate_channels":["customer-service-phone-upstate-ny","claims-page","claims-email","food-spoilage-claims-ny","consumer-advocate-upstate-ny","medical-certification-ny","medical-certification-ma"]},{"index":3,"rung":"state_agency","note":"New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU).","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York Attorney General or Massachusetts Attorney General, by the account's state.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Phone numbers and rules differ by region; the regionalized pages on nationalgridus.com only render the right content with a region selected.","The Upstate NY Minimum Payment Agreement cannot be set up in My Account; call 1-800-443-1837.","Special protections need documentation from a medical professional or proof of age."],"security":{"official_domains":["nationalgridus.com","nationalgrid.com"],"never_asks":[{"kind":"policy","claim":"National Grid will not contact customers to demand immediate payment by wire transfer, Green Dot MoneyPak or any other prepaid card service. It may ask for a payment over the phone, but leaves the payment method to the customer.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never contact customers by email or phone to ask for personal or account information.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never ask customers to email personal information such as payment details or an address, will never ask for a password, and will never send programs to install on a computer.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, sometimes with Caller ID showing \"National Grid\", say the customer has a past-due balance, threaten to turn off service and demand immediate payment.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers demand immediate payment by wire transfer, Green Dot MoneyPak, prepaid debit cards, gift cards, cryptocurrency or third-party digital payment apps.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Robocalls offer 25% off future bills to get account information. National Grid says these calls are not from National Grid.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites closely resemble the official National Grid website to collect usernames, passwords and account details.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from National Grid. All National Grid employees and contractors carry photo identification.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report an unexpected email that appears to come from National Grid","value":"customerservice@nationalgrid.com","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"id":"verify-phone-massachusetts-electric","type":"phone","label":"Check account status after a suspected scam (customer service, Massachusetts electric)","value":"+1-800-322-3223","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-upstate-ny","type":"phone","label":"Check account status after a suspected scam (customer service, Upstate New York)","value":"+1-800-642-4272","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-nyc-metro","type":"phone","label":"Check account status after a suspected scam (customer service, New York City and Metro)","value":"+1-718-643-4050","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-long-island","type":"phone","label":"Check account status after a suspected scam (customer service, Long Island)","value":"+1-800-930-5003","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":48},"verified_from":{"page":48},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 48 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"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.","warnings":[]},"disconnection":{"company":{"id":"national-grid","name":"National Grid (US)","sector":"utility","website":"https://www.nationalgridus.com","account_url":"https://myaccount.nationalgrid.com/"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Enroll in a payment plan, apply for discount and assistance programs, and file for special protections; terms differ between New York and Massachusetts.","evidence":["shutoff notice","account balance","medical letter","proof of age or infant birth certificate","financial statement"],"steps":[{"do":"Enroll in a payment plan in My Account, or call the credit line for the region.","channel":{"id":"payment-arrangement","type":"portal","label":"Enroll in a payment plan (My Account)","value":"https://myaccount.nationalgrid.com/payment-plan","purposes":["disconnection"],"access":"login","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"}},{"do":"If someone is seriously ill, uses life-support equipment, or the household is elderly or has an infant (MA), apply for special protections.","note":"Massachusetts customers use the MA protections channel.","channel":{"id":"medical-certification-ny","type":"email","label":"New York special protections (medical emergency, life support, elderly/blind/disabled)","value":"Life.Support@nationalgrid.com","purposes":["disconnection"],"notes":"Or online Protections Application, phone 1-800-642-4272, fax 1-315-460-9343, or mail National Grid, Credit & Collections, Residential Protections Team / D-1, 300 Erie Blvd West, Syracuse, NY 13202.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"}},{"do":"In Upstate New York, ask a Consumer Advocate about EAP, HEAP and other assistance.","channel":{"id":"consumer-advocate-upstate-ny","type":"web_form","label":"Speak with a Consumer Advocate, Upstate New York (hardship and special needs)","value":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/customer-advocate","purposes":["disconnection"],"access":"open","notes":"For financial hardship, illness, job loss, a death in the family, or special needs customers. Not for billing disputes.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/customer-advocate","last_verified":"2026-10-12"}},{"do":"In Massachusetts, if you are on the Discount Rate with $200 or more at least 60 days past due, enroll in the Arrears Management Program.","channel":{"id":"amp-phone-ma","type":"phone","label":"Arrears Management Program enrollment, Massachusetts","value":"+1-866-580-7617","purposes":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Arrears-Management-Program","last_verified":"2026-10-12"}},{"do":"If you cannot reach an agreement, contact the NY DPS shut-off hotline or the Massachusetts DPU before the shutoff date."}],"channels":[{"id":"customer-service-phone-upstate-ny","type":"phone","label":"Customer service, Upstate New York","value":"+1-800-642-4272","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The Upstate NY Consumer Advocate page says billing disputes and high bill complaints go to this call center.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-upstate-ny","type":"phone","label":"Gas emergencies, Upstate New York (or 911)","value":"+1-800-892-2345","hours":"24/7","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"credit-phone-upstate-ny","type":"phone","label":"Disconnected accounts, repayment options and financial statement help, Upstate New York","value":"+1-800-443-1837","purposes":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"customer-service-phone-metro-ny","type":"phone","label":"Customer service and gas emergency, New York (Brooklyn, Queens, Staten Island gas site)","value":"+1-718-643-4050","hours":"Customer service Mon-Fri 8 a.m.-8 p.m.; gas emergencies 24/7 (or 911)","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-long-island","type":"phone","label":"Customer service, Long Island gas","value":"+1-800-930-5003","hours":"Mon-Fri 8 a.m.-8 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-long-island","type":"phone","label":"Gas emergencies, Long Island (or 911)","value":"+1-800-490-0045","hours":"24/7","source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-ma","type":"phone","label":"Customer service, Massachusetts","value":"+1-800-322-3223","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma","type":"phone","label":"Gas emergencies, Massachusetts (or 911)","value":"+1-800-233-5325","hours":"24/7","source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"credit-phone-ma","type":"phone","label":"Credit Department (disconnected accounts and repayment options), Massachusetts","value":"+1-888-211-1313","purposes":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"amp-phone-ma","type":"phone","label":"Arrears Management Program enrollment, Massachusetts","value":"+1-866-580-7617","purposes":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Arrears-Management-Program","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Enroll in a payment plan (My Account)","value":"https://myaccount.nationalgrid.com/payment-plan","purposes":["disconnection"],"access":"login","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"consumer-advocate-upstate-ny","type":"web_form","label":"Speak with a Consumer Advocate, Upstate New York (hardship and special needs)","value":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/customer-advocate","purposes":["disconnection"],"access":"open","notes":"For financial hardship, illness, job loss, a death in the family, or special needs customers. Not for billing disputes.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/customer-advocate","last_verified":"2026-10-12"},{"id":"medical-certification-ny","type":"email","label":"New York special protections (medical emergency, life support, elderly/blind/disabled)","value":"Life.Support@nationalgrid.com","purposes":["disconnection"],"notes":"Or online Protections Application, phone 1-800-642-4272, fax 1-315-460-9343, or mail National Grid, Credit & Collections, Residential Protections Team / D-1, 300 Erie Blvd West, Syracuse, NY 13202.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"id":"medical-certification-ma","type":"email","label":"Massachusetts special protections (serious or chronic illness, infant, elderly, winter financial hardship)","value":"NEProtections@nationalgrid.com","purposes":["disconnection"],"notes":"Or online Customer Protections Form, fax 1-866-460-8549, or mail National Grid, Attention: Protections, D1, 300 Erie Blvd W, Syracuse, NY 13202.","source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Upstate New York Standard Payment Agreement is a 15% down payment with the balance in 10 monthly installments plus the current bill. A Minimum Payment Agreement can be as little as $0 down and $10 a month for EAP customers or recent HEAP/EHEAP recipients.","issues":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"kind":"policy","claim":"Massachusetts Regular Rate Deferred Payment Agreement is a 25% down payment with the balance in up to 6 monthly installments plus the current bill. The Payment Assistance Bundle is a 10% down payment over 12 months with automatic payments and a Budget Plan.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"kind":"deadline","claim":"In New York under HEFPA, service may not be disconnected unless the utility has given a written final notice and waited 15 days for the customer to pay or make a payment agreement. Shutoffs are only allowed 8:00 a.m.-4:00 p.m. Monday through Thursday, excluding holidays, the day before a holiday, and the two weeks around Christmas and New Year's Day.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"In New York, a medical emergency certification gives 30 days of protection from termination, which may be extended for 30 or 60 days; renewal requires showing inability to pay. Elderly, blind or disabled customers get a contact attempt at least 72 hours before shutoff.","issues":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Massachusetts, Serious Illness grants 90 days and Chronic Illness 180 days of protection, with documentation from a physician, physician assistant, nurse practitioner or local board of health. Financial Hardship protection applies from November 15 to March 15 when National Grid service provides heat.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Massachusetts, a household qualifies for Elderly Protection if all members are 65 or older; Infant protection applies when a child under 12 months lives in the household and the household has financial hardship.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Massachusetts Arrears Management Program forgives part of the past-due balance with each on-time payment, up to 100% (up to $12,000 per year), for Discount Rate (R2 or R4) customers with $200 or more at least 60 days past due.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Arrears-Management-Program","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts).","candidate_channels":["customer-service-phone-upstate-ny","credit-phone-upstate-ny","customer-service-phone-metro-ny","customer-service-phone-long-island","customer-service-phone-ma","claims-page","consumer-advocate-upstate-ny","medical-certification-ny","medical-certification-ma"]},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","candidate_channels":["customer-service-phone-upstate-ny","claims-page","claims-email","food-spoilage-claims-ny","consumer-advocate-upstate-ny","medical-certification-ny","medical-certification-ma"]},{"index":3,"rung":"state_agency","note":"New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU).","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York Attorney General or Massachusetts Attorney General, by the account's state.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Phone numbers and rules differ by region; the regionalized pages on nationalgridus.com only render the right content with a region selected.","The Upstate NY Minimum Payment Agreement cannot be set up in My Account; call 1-800-443-1837.","Special protections need documentation from a medical professional or proof of age."],"security":{"official_domains":["nationalgridus.com","nationalgrid.com"],"never_asks":[{"kind":"policy","claim":"National Grid will not contact customers to demand immediate payment by wire transfer, Green Dot MoneyPak or any other prepaid card service. It may ask for a payment over the phone, but leaves the payment method to the customer.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never contact customers by email or phone to ask for personal or account information.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never ask customers to email personal information such as payment details or an address, will never ask for a password, and will never send programs to install on a computer.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, sometimes with Caller ID showing \"National Grid\", say the customer has a past-due balance, threaten to turn off service and demand immediate payment.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers demand immediate payment by wire transfer, Green Dot MoneyPak, prepaid debit cards, gift cards, cryptocurrency or third-party digital payment apps.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Robocalls offer 25% off future bills to get account information. National Grid says these calls are not from National Grid.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites closely resemble the official National Grid website to collect usernames, passwords and account details.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from National Grid. All National Grid employees and contractors carry photo identification.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report an unexpected email that appears to come from National Grid","value":"customerservice@nationalgrid.com","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"id":"verify-phone-massachusetts-electric","type":"phone","label":"Check account status after a suspected scam (customer service, Massachusetts electric)","value":"+1-800-322-3223","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-upstate-ny","type":"phone","label":"Check account status after a suspected scam (customer service, Upstate New York)","value":"+1-800-642-4272","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-nyc-metro","type":"phone","label":"Check account status after a suspected scam (customer service, New York City and Metro)","value":"+1-718-643-4050","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-long-island","type":"phone","label":"Check account status after a suspected scam (customer service, Long Island)","value":"+1-800-930-5003","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":48},"verified_from":{"page":48},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 48 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"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.","warnings":[]},"service_outage":{"company":{"id":"national-grid","name":"National Grid (US)","sector":"utility","website":"https://www.nationalgridus.com","account_url":"https://myaccount.nationalgrid.com/"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report 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.","evidence":["outage dates and times","itemized list of spoiled food","proof of loss (receipts","priced flyers or screenshots)","pharmacy receipts","repair bills or estimates","photos"],"steps":[{"do":"Report or check the outage online, or call the outage line for the region.","channel":{"id":"outage-report-online","type":"web_form","label":"Report or check an outage (all regions)","value":"https://myaccount.nationalgrid.com/outages","purposes":["service_outage"],"source":"https://www.nationalgridus.com/contact-us","last_verified":"2026-10-12"}},{"do":"In New York, if the outage lasted at least 72 consecutive hours, file a food and medication spoilage claim within 14 days of the 72-hour mark.","channel":{"id":"food-spoilage-claims-ny","type":"web_form","label":"New York food and prescription medication spoilage claims (outages of 72+ hours, PSL 73)","value":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","purposes":["service_outage"],"access":"open","notes":"Email foodloss@nationalgrid.com; mail National Grid - NYS Food Spoilage Claims (PSL73), 55 Bearfoot Road, Northboro, MA 01532; phone 315-428-3370.","source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"}},{"do":"For property damage, file with the Claims Department online, by email or by mail with repair bills or estimates and photos.","channel":{"id":"claims-page","type":"web_form","label":"Customer Claims (property damage, bodily injury, business loss; online form hosted by Origami Risk)","value":"https://www.nationalgridus.com/Our-Company/Customer-Claims","purposes":["service_outage"],"access":"open","source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"}},{"do":"If someone in the home uses life-sustaining equipment, register it so National Grid calls during long outages (New York).","channel":{"id":"medical-certification-ny","type":"email","label":"New York special protections (medical emergency, life support, elderly/blind/disabled)","value":"Life.Support@nationalgrid.com","purposes":["disconnection"],"notes":"Or online Protections Application, phone 1-800-642-4272, fax 1-315-460-9343, or mail National Grid, Credit & Collections, Residential Protections Team / D-1, 300 Erie Blvd West, Syracuse, NY 13202.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"}}],"channels":[{"id":"outage-phone-upstate-ny","type":"phone","label":"Electricity outages, Upstate New York","value":"+1-800-867-5222","hours":"24/7","purposes":["service_outage"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-upstate-ny","type":"phone","label":"Gas emergencies, Upstate New York (or 911)","value":"+1-800-892-2345","hours":"24/7","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-long-island","type":"phone","label":"Gas emergencies, Long Island (or 911)","value":"+1-800-490-0045","hours":"24/7","source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"outage-phone-ma","type":"phone","label":"Electric outages, Massachusetts","value":"+1-800-465-1212","hours":"24/7","purposes":["service_outage"],"source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma","type":"phone","label":"Gas emergencies, Massachusetts (or 911)","value":"+1-800-233-5325","hours":"24/7","source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report or check an outage (all regions)","value":"https://myaccount.nationalgrid.com/outages","purposes":["service_outage"],"source":"https://www.nationalgridus.com/contact-us","last_verified":"2026-10-12"},{"id":"claims-page","type":"web_form","label":"Customer Claims (property damage, bodily injury, business loss; online form hosted by Origami Risk)","value":"https://www.nationalgridus.com/Our-Company/Customer-Claims","purposes":["service_outage"],"access":"open","source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email (PDF claim form and documents)","value":"ClaimsDept@nationalgrid.com","purposes":["service_outage"],"notes":"Mail: National Grid, ATTN: Claims Department, 55 Bearfoot Road, Northboro, MA 01532.","source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department (filing and claim status)","value":"+1-315-428-6536","purposes":["service_outage"],"source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"food-spoilage-claims-ny","type":"web_form","label":"New York food and prescription medication spoilage claims (outages of 72+ hours, PSL 73)","value":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","purposes":["service_outage"],"access":"open","notes":"Email foodloss@nationalgrid.com; mail National Grid - NYS Food Spoilage Claims (PSL73), 55 Bearfoot Road, Northboro, MA 01532; phone 315-428-3370.","source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Under New York Public Service Law 73, customers whose electric or gas outage lasts at least 72 consecutive hours can claim up to $540 for spoiled food with proof of loss (up to $235 with only an itemized list), plus the actual loss of perishable prescription medicine. Small businesses may claim food spoilage up to $540 with proof.","issues":["service_outage"],"source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"New York spoilage claims must be filed within 14 days of the 72-hour outage mark.","issues":["service_outage"],"source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"},{"kind":"process","claim":"Property damage claims need a written repair bill or estimate and photos for each item; for items that cannot be repaired, a repairman's statement plus the purchase receipt or a replacement estimate. Depreciation is taken on replacement items. State statutes of limitations apply.","issues":["service_outage"],"source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"kind":"policy","claim":"For New York Life Support Program households, National Grid makes two attempts to reach the customer by phone during prolonged unplanned outages. Annual recertification is required.","issues":["service_outage"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts).","candidate_channels":["customer-service-phone-upstate-ny","credit-phone-upstate-ny","customer-service-phone-metro-ny","customer-service-phone-long-island","customer-service-phone-ma","claims-page","consumer-advocate-upstate-ny","medical-certification-ny","medical-certification-ma"]},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","candidate_channels":["customer-service-phone-upstate-ny","claims-page","claims-email","food-spoilage-claims-ny","consumer-advocate-upstate-ny","medical-certification-ny","medical-certification-ma"]},{"index":3,"rung":"state_agency","note":"New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU).","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York Attorney General or Massachusetts Attorney General, by the account's state.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Phone numbers and rules differ by region; the regionalized pages on nationalgridus.com only render the right content with a region selected.","The Upstate NY Minimum Payment Agreement cannot be set up in My Account; call 1-800-443-1837.","Special protections need documentation from a medical professional or proof of age."],"security":{"official_domains":["nationalgridus.com","nationalgrid.com"],"never_asks":[{"kind":"policy","claim":"National Grid will not contact customers to demand immediate payment by wire transfer, Green Dot MoneyPak or any other prepaid card service. It may ask for a payment over the phone, but leaves the payment method to the customer.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never contact customers by email or phone to ask for personal or account information.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never ask customers to email personal information such as payment details or an address, will never ask for a password, and will never send programs to install on a computer.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, sometimes with Caller ID showing \"National Grid\", say the customer has a past-due balance, threaten to turn off service and demand immediate payment.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers demand immediate payment by wire transfer, Green Dot MoneyPak, prepaid debit cards, gift cards, cryptocurrency or third-party digital payment apps.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Robocalls offer 25% off future bills to get account information. National Grid says these calls are not from National Grid.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites closely resemble the official National Grid website to collect usernames, passwords and account details.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from National Grid. All National Grid employees and contractors carry photo identification.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report an unexpected email that appears to come from National Grid","value":"customerservice@nationalgrid.com","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"id":"verify-phone-massachusetts-electric","type":"phone","label":"Check account status after a suspected scam (customer service, Massachusetts electric)","value":"+1-800-322-3223","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-upstate-ny","type":"phone","label":"Check account status after a suspected scam (customer service, Upstate New York)","value":"+1-800-642-4272","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-nyc-metro","type":"phone","label":"Check account status after a suspected scam (customer service, New York City and Metro)","value":"+1-718-643-4050","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-long-island","type":"phone","label":"Check account status after a suspected scam (customer service, Long Island)","value":"+1-800-930-5003","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":48},"verified_from":{"page":48},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 48 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"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.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts).","candidate_channels":["customer-service-phone-upstate-ny","credit-phone-upstate-ny","customer-service-phone-metro-ny","customer-service-phone-long-island","customer-service-phone-ma","claims-page","consumer-advocate-upstate-ny","medical-certification-ny","medical-certification-ma"]},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","candidate_channels":["customer-service-phone-upstate-ny","claims-page","claims-email","food-spoilage-claims-ny","consumer-advocate-upstate-ny","medical-certification-ny","medical-certification-ma"]},{"index":3,"rung":"state_agency","note":"New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU).","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"New York Attorney General or Massachusetts Attorney General, by the account's state.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["nationalgridus.com","nationalgrid.com"],"never_asks":[{"kind":"policy","claim":"National Grid will not contact customers to demand immediate payment by wire transfer, Green Dot MoneyPak or any other prepaid card service. It may ask for a payment over the phone, but leaves the payment method to the customer.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never contact customers by email or phone to ask for personal or account information.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never ask customers to email personal information such as payment details or an address, will never ask for a password, and will never send programs to install on a computer.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, sometimes with Caller ID showing \"National Grid\", say the customer has a past-due balance, threaten to turn off service and demand immediate payment.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers demand immediate payment by wire transfer, Green Dot MoneyPak, prepaid debit cards, gift cards, cryptocurrency or third-party digital payment apps.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Robocalls offer 25% off future bills to get account information. National Grid says these calls are not from National Grid.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites closely resemble the official National Grid website to collect usernames, passwords and account details.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from National Grid. All National Grid employees and contractors carry photo identification.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report an unexpected email that appears to come from National Grid","value":"customerservice@nationalgrid.com","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"id":"verify-phone-massachusetts-electric","type":"phone","label":"Check account status after a suspected scam (customer service, Massachusetts electric)","value":"+1-800-322-3223","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-upstate-ny","type":"phone","label":"Check account status after a suspected scam (customer service, Upstate New York)","value":"+1-800-642-4272","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-nyc-metro","type":"phone","label":"Check account status after a suspected scam (customer service, New York City and Metro)","value":"+1-718-643-4050","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-long-island","type":"phone","label":"Check account status after a suspected scam (customer service, Long Island)","value":"+1-800-930-5003","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":48},"verified_from":{"page":48},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 48 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}