Commonwealth of Massachusetts
Citizens' Guide to State Services

Published by
William Francis Galvin
Secretary of the Commonwealth
Citizen Information Service

Consumer: Consumer Complaints

D2 Consumer Information Office

D3 Small Claims Court

D4 Local Consumer Councils

D5 Consumer Complaint and Information Section

D6 State Bookstore

D2 Consumer Information Office
Office of Consumer Affairs and Business Regulation
10 Park Plaza, Suite 5170
Boston, MA 02116
Tel: 617-973-8787
Toll Free: 1-888-283-3757
Fax: 617-973-8798

This office serves as an informational resource to consumers throughout the Commonwealth. Consumers may call the office with any consumer-related problem or inquiry. The volunteer staff will advise consumers of their rights and remedies and will assist them in the resolution of the problem. Although the office does not mediate complaints, it will refer the consumer to the agency or local consumer group that has jurisdiction in that area. This office also publishes brochures concerning consumer rights in such areas as landlord/tenant, automobile purchase and repair, small claims court, etc. To obtain rules and regulations pertaining to the Consumer Protection Act, contact the State Bookstore.

D3 Small Claims Court

A person with a claim of up to $7000 concerning a contract, debt, or injury to a person or his/her property can represent himself/herself in Small Claims Court, in the district court where the person being sued resides, has his/her place of business, or is employed as well as in the district court where the person suing resides, has his/her place of business or is employed. For further information, call Consumer Affairs and Business Regulations at: 617-973-8787 or, toll free in-state at: 1-888-283-3757.

D4 Local Consumer Councils

There are local consumer councils in various cities and towns throughout the state which accept complaints. If a citizen's city or town does not have a consumer council, contact the Attorney General's Consumer Protection Division (see D5 below).

D5 Consumer Complaint and Information Section
Consumer Protection Bureau
Office of the Attorney General
100 Cambridge Street
Boston, MA
Mailing Address: One Ashburton Place, Boston, MA 02108-1698
Tel: 617-727-8400
Attorney General Hotlines:
Consumer Hotline: 617-727-8400
Elder Hotline Toll Free: 1-888-AG ELDER (243-5337)
Fair Labor: 617-727-3465
Insurance Hotline Toll Free: 1-888-830-6277
Utilities Division Hotline Toll Free: 1-888-514-6277
TTY: 617-727-4765
Fax: 617-727-3265

Staff receives, processes, and mediates citizen complaints, working closely with consumer complaint groups throughout the state; the staff also serves as a resource for consumer information. To file a complaint, obtain a form directly from the office. The division is the principal agency which enforces consumer law in the Commonwealth. It takes legal action where patterns of fraud or unfair or deceptive practices are found. There are several regional offices; call or visit their website for the nearest location.

D6 State Bookstore
Office of the Secretary of the Commonwealth
State House, Room 116
Boston, MA 02133
Tel: 617-727-2834
Fax: 617-973-4858

This office provides copies of the rules and regulations promulgated under the Consumer Protection Act, Chapter 93A.  For a more general description of services, see Section N, Secretary of the Commonwealth.

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