Frequently Asked Questions

Beginning August 1, 2024 Massachusetts electric customers began seeing a new line item on bills called the Net Metering Electric Surcharge (NMRS).

This is NOT a new charge or fee. Prior to 8/1/2024, the NMRS was included in the standard distribution rate on all customer bills. When the NMRS line item was created, the associated costs were also removed from the distribution rate and created no net effect on customer bills.

The NMRS pays for the credits and other energy costs associated with the excess energy generated by net metered customers. This charge ensures that net metering customers receive the energy credits they earn by adding excess renewable energy to the system, and that the rates as a whole continue to reflect the costs of operating the system safely and reliably.

This change was made to provide customers greater transparency as to all the different components of a typical bill. Learn more about net metering.

Through our NHSaves and Mass Save programs, we often host recycling events and provide year-round rebates when you choose to recycle your old and inefficient refrigerators, freezers, air conditioning units, air purifiers, and other appliances. 

Visit our rebates page or their designated websites to learn more and find current opportunities.

Schedule Z is a form for eligible Massachusetts customers to complete and submit in addition to the Interconnection Application to be considered for Net Metering. Learn more about the Steps to Interconnection.

Find the current Schedule Z form here.

We’re always looking for new employees that will bring their energy for life to Team Unitil. To learn about our culture and benefits and view open positions, visit our Careers page.

Our Customer Service hours are 7:00 AM to 7:00 PM, Monday through Friday. However, you may call our automated system any time to make a payment, check your balance, or report your power outage toll-free at 1-888-301-7700.

Gas emergencies should be reported immediately to 911.

View our contact page to see a list of company holidays.

There are several reasons your power could be out (watch this video to learn more!). First, check your circuit breakers to see if any are in the “off” position. If they are all on, you can report your outage online or call 1-888-301-7700.

While Unitil does not provide customers with solar panels, we allow (and in fact, encourage!) you to generate your own renewable energy in parallel with our electric system. Customers who generate more electricity than they need can push that electricity back out through their meters as a surplus, saving money on their electric bill.

Unitil currently provides natural gas to communities in Maine, Massachusetts and New Hampshire, but it is not currently available in all locations. View our service areas to see if there is natural gas service in your town or city. Call us toll-free at 1-888-486-4845 to check availability on your street, or check the map on our Switch to Gas page.

If you damage a utility pole or come across one, please call Customer Service toll-free at 1-888-301-7700.

Unitil uses both Automated Metering Infrastructure (AMI) and an Automated Meter Reading system (AMR) to capture customer meter readings. These technologies provide accurate readings on the final day of the billing cycle, along with providing data at various intervals throughout the billing period.

You can view your usage on your monthly statement or by logging into your MyUnitil portal.