Mass Save programs are continually refined based on customer feedback, quality assurance activities, independent evaluations, operational experience, and stakeholder input. As part of that ongoing commitment to continuous improvement, the Mass Save Sponsors have recently implemented a series of enhancements to further strengthen program oversight, contractor accountability, customer protections, and contractor vetting. These actions are designed to help maintain program integrity, support high-quality customer outcomes, and strengthen confidence in Mass Save programs.
Oversight & Governance
Statewide Compliance Board
The Mass Save Sponsors recently established a statewide Compliance Board to further strengthen governance and oversight across all Mass Save programs. The board provides oversight of contractor compliance, program governance, and risk management, while identifying additional opportunities to enhance accountability, mitigate fraud risk, and uphold program integrity.
Contractor Standards & Accountability
Enhanced Heat Pump Contractor Requirements
The Mass Save Sponsors are strengthening requirements within the Heat Pump Installer Network through enhanced training, accountability standards, inspection protocols, and verification requirements. Additional measures include equipment operability testing, serial number validation, and new controls to strengthen rebate processing and program oversight.
Heat Pump Leaders Network
The Heat Pump Leaders Network is an advanced tier within the Heat Pump Installer Network for contractors that elect to meet additional program requirements and industry best practices. Contractors in the network commit to enhanced standards related to system design, installation quality, and customer experience, giving customers an additional tool when selecting a participating contractor.
Expanded Inspection & Quality Assurance
The Mass Save Sponsors have significantly expanded heat pump rebate inspection rates, including 100% inspection of commercial and industrial heat pump rebate projects and increased inspection rates for residential projects. Inspection protocols have also been strengthened through equipment operability testing, serial number verification, enhanced documentation requirements, and new tools to identify compliance concerns and inform corrective actions when warranted.
Customer Protection & Reporting
Expanded Consumer Protection Resources
The Mass Save Sponsors have increased efforts to address scams, misleading marketing practices, and unauthorized use of the Mass Save brand through customer education, website resources, monitoring activities, and enforcement measures when appropriate. These efforts are designed to help customers identify potential scams, verify legitimate program participation, and report concerns when issues arise.
Statewide Customer Concern Resolution Process
The Mass Save Sponsors have implemented a statewide process through the Mass Save Solutions Center to document, investigate, and resolve customer concerns. Customer and vendor concerns are routed to the appropriate Sponsor for review and tracked through resolution to help ensure timely support and accountability.
Dedicated Reporting Channels
Dedicated phone and email channels are available for contractors to report suspected fraud, compliance concerns, or other program issues. Reports are reviewed by the Mass Save Sponsors and help support ongoing oversight, investigation, and program-improvement efforts.
Enhanced Contractor Vetting
Enhanced Contractor Onboarding Process
To support high-quality customer outcomes and strengthen program integrity, the Sponsors are further enhancing contractor onboarding and vetting requirements for the Heat Pump Installers Network and Heat Pump Leaders Network. As these improvements are implemented over the next 90 days, it may take longer to add new contractors.