The passage discusses steps to take when experiencing difficulty paying electric or gas bills in Massachusetts.

If speaking with a utility company does not resolve the issue, contact the Department of Public Utilities at their phone number or complete an online complaint form. To file a complaint:

1. Provide proof that you are unable to pay your bill due to circumstances such as:

- A child's birth certificate

- A doctor's note for serious illness

- Income-based proof

2. If eligible, follow up with the utility company directly if service has been shut off.

Eligibility criteria include:

1. Shut-off occurring between November 15 and March 15 due to heat-related issues.

2. All adults in the home are age 65 or older and there is a minor child living at the address.

3. The household contains an infant under one year old (12 months).

4. A member of the household has a serious illness.

Additionally, if all residents of your home meet certain requirements regarding age, you cannot have electricity shut off without permission from DPU.

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