Citizens' Guide to State Services:
Consumers

Office of Consumer Affairs and Business Regulation

Executive Office of Economic Development
One Federal Street, Suite 720
Boston, MA 02110-2012
Phone: 617-973-8700
www.mass.gov/orgs/office-of-consumer-affairs-and-business-regulation

This office oversees and coordinates the activities of various regulatory departments, divisions, commissions, and agencies.

Among the major ones are the:

• Consumer Hotline
• Division of Insurance
• Division of Banks
• Department of Telecommunications and Cable
• Division of Occupational Licensure
• Division of Standards

Consumer Hotline

Office of Consumer Affairs and Business Regulation
One Federal Street
Boston, MA 02110-2012 Phone: 617-973-8787   Monday-Friday, 9 AM – 4:30 PM
Toll Free:1-888-283-3757
www.mass.gov/orgs/office-of-consumer-affairs-and-business-regulation

The Consumer Hotline serves as a resource for all throughout the Commonwealth who may have questions about consumer-related issues like fraud, identity theft, Lemon Laws, data breaches, and the Home Improvement Contractor Program (registration, complaints, arbitration). Consumer Hotline staff may provide suggestions or referrals to callers based on their unique situation. The Consumer Hotline does not provide legal advice. Live language translation is available. To obtain rules and regulations pertaining to the Consumer Protection Act, contact the State Bookstore.

Consumer Advocacy and Response Division (CARD)

Public Protection and Advocacy Bureau
Office of the Attorney General
1 Ashburton Place, 20th Floor
Boston, MA 02108-1698

Attorney General Hotlines:
Consumer Hotline:617-727-8400
Elder Hotline Toll Free:1-888-243-5337
Fair Labor:617-727-3465
Insurance Fraud Tipline: 617-573-5330
TTY:617-727-4765
www.mass.gov/how-to/file-a-consumer-complaint

The Consumer Advocacy & Response Division (CARD) combines the resources from the Public Inquiry and Assistance Center, HomeCorps (the AGO’s foreclosure prevention program), and the Elder Hotline. CARD can answer your questions, assist you directly in seeking to resolve problems with businesses, defective products; car sales and financing, debt collection, home improvement contracts, identity theft , mortgage servicing, telemarketing scams, utility bills or, if necessary, refer you to a wide network of available consumer assistance and legal aid resources. Additionally, CARD has established partnerships with local consumer programs, face to face mediation programs, and legal aid providers in your area.

Regional Offices

New Bedford

Springfield

Worcester

State Bookstore

Office of the Secretary of the Commonwealth
State House, Room 116
Boston, MA 02133
Phone: 617-727-2834
Fax: 617-973-4858
E-mail: bookstore@sec.state.ma.us
www.sec.state.ma.us/spr

This office provides copies of the rules and regulations promulgated under the Consumer Protection Act, Chapter 93A.

Alcoholic Beverages Control Commission (ABCC)

Office of the Treasurer
239 Causeway Street, 1st Floor
Boston, MA 02114
Phone: 617-727-3040
www.mass.gov/orgs/alcoholic-beverages-control-commission-abcc

The Alcoholic Beverages Control Commission is the general supervisor of the alcoholic beverages industry in Massachusetts. In September of 2003 the Legislature transferred the Alcoholic Beverages Control Commission to the Office of State Treasurer. The agency's responsibilities were specified in: MGL Chapter 10§ 71 which states that the commission shall have general supervision of the conduct of the business of manufacturing, importing, exporting, storing, transporting and selling alcoholic beverages as defined in section 1 of chapter 138, and also of the quality, purity and alcoholic content thereof; and in MGL Chapter 10§ 72 which states that the commissioner may appoint a chief investigator and other investigators for the purpose of enforcing or causing to be enforced the penalties provided by law against every person who is guilty of a violation of chapter 138 of which they can obtain reasonable proof, and shall make all necessary and appropriate investigations for that purpose.

New /Used/Leased/Lemon Law/Used Vehicle Warranty/Arbitration Program

Office of Consumer Affairs and Business Regulation
One Federal Street
Boston, MA 02110-2012 Phone: 617-973-8787
Toll Free: 1-888-283-3757
www.mass.gov/orgs/office-of-consumer-affairs-and-business-regulation

The New and Leased Car Lemon Law and the Used Vehicle Warranty Law mandate a state-sponsored arbitration program to resolve disputes between consumers and manufacturers or dealers. A neutral arbitrator will hear both sides of a case to determine whether or not a vehicle qualifies for a refund or replacement under the respective laws. The Office of Consumer Affairs provides general information about the New and Leased Car Lemon Law, MGL Ch. 90:7N1/2, Lemon Aid Law for used cars (MGL Ch. 90:7N), and the Used Vehicle Warranty Law, MGL Ch. 90:7N1/4, and provides administrative services of the arbitration program and recruits and trains arbitrators to hear the cases.

Massachusetts Division of Banks

Office of Consumer Affairs and Business Regulations
One Federal Street, Suite 710
Boston, MA 02110-2012 Phone: 617-956-1500
Toll Free: 1-800-495-2265 (within Massachusetts only)
TTY: 617-956-1577
Fax: 617-956-1599
www.www.mass.gov/orgs/division-of-banks

This division regulates, supervises, and audits state-chartered savings banks, trust companies, cooperative banks, credit unions, collection agencies, consumer credit grantors, mortgage lenders and brokers, foreign currency transmittal agencies, motor vehicle finance companies, and insurance premium finance agencies and commercial check cashing services.

It grants charters and approves branches, acquisitions, and mergers of financial institutions. It approves small loan interest rates and administers and enforces the laws regulating collection agencies, small loans, and credit transactions, including the Truth-in-Lending Law and the Retail Installment Sales Act.

Since 7/1/94, all persons who engage in the business of cashing checks, drafts, or money orders for a fee greater than one dollar per check must be licensed with the division. This does not apply to those engaged in this type of business prior to that date or to banks.

Complaints or inquiries relative to Massachusetts state-chartered financial institutions or licensees should be directed to the Division's Consumer Assistance Unit. Contact may also be made by e-mail. To file a complaint, however, the Division's Consumer Complaint Form must be completed and submitted with the appropriate supporting documents to the Division's Consumer Assistance Unit.

Department of Telecommunications and Cable (DTC)

Office of Consumer Affairs and Business Regulations
1000 Washington Street, Suite 600
Boston, MA 02118
Phone: (617) 305-3580
Toll Free: (800) 392-6066
Fax: (617) 988-8288
E-mail: consumer.complaints@mass.gov
www.mass.gov/orgs/department-of-telecommunications-and-cable

The Department of Telecommunications and Cable regulates the telecommunications and cable industries in accordance with statutory obligations imposed by the Commonwealth of Massachusetts and the federal government. It ensures consumers receive high quality communications at just and reasonable rates while promoting sustainable competition to increase consumer welfare for all Massachusetts residents. It maintains and enforces consumer protections, consistent with the public interest, particularly where market forces alone are not sufficient to do so, including investigating and responding to inquiries and complaints from consumers and carriers.

Massachusetts Department of Agricultural Resources (MDAR)

Executive Office of Energy and Environmental Affairs
251 Causeway Street, Suite 500
Boston, MA 02115-2151
Phone: 617-626-1700
Fax: 617-626-1850
www.www.mass.gov/orgs/Massachusetts-department-of-agricultural-resources

The Massachusetts Department of Agricultural Resources’ (MDAR) mission is to ensure the long-term viability of agriculture in Massachusetts. Through its four divisions: Agricultural Conservation & Technical Assistance; Agricultural Markets; Animal Health; and Crop and Pest Services MDAR also inspects all dairy farms, which produce fluid milk for sale in the state.

The following boards, commissions and divisions are:

• Agricultural Lands Preservation Committee
• Board of Agriculture
• Farm Technology Review Commission
• Pesticide Board
• Dairy Promotion Board
• State Reclamation and Mosquito Control Board
• Division of Animal Health
• Division of Crop and Pest Services
• Division of Agricultural Conservation and Technical Assistance
• Massachusetts Food Policy Council
• Public Market Commission
• The Small Farm Demonstration and Training Center Review Board

Additional agricultural information is available from the UMass Extension Service (below). Their regional office, located in Amherst, is open by appointment only, phone: 413-548-1900.

UMass Extension Service

319 Stockbridge Hall
80 Campus Center Way
Amherst, MA 01003
Phone: 413-545-4800
Fax: 413-545-6555
https://ag.umass.edu/extension-outreach

Outreach efforts from the Center for Agriculture, Food and the Environment (CAFE) and its outreach related units, UMass Extension and the UMass Water Resources Research Center, take many forms. They do, however, have a common goal, which is to educate and inform individuals, communities and businesses on topics of interest and concern, utilizing the academic resources of UMass Amherst and other sources. The forms may range from an in-depth series of workshops over many weeks, to a single twilight meeting on a Massachusetts farm, to a few pages of results from a soil test.

UMass Amherst, UMass Extension and the Mass. Agricultural Experiment Station have been traditional places for farmers and green industry professionals in Massachusetts to find answers, assistance and information on new research and discoveries. As home to Extension and the Experiment Station, the Center for Agriculture, Food and the Environment provides a central portal to resources and services that you might find helpful as well as a way to get a sense of the research and educational outreach work being pursued by UMass Amherst faculty and staff associated with the Center and by our many collaborating and partner organizations.

The Extension 4-H Youth Development Program is open to all young people ages 5 through 18 throughout the Commonwealth. It is part of a nationwide system connected to each land-grant institution of higher education and as such, has access to a wealth of resources and curriculum. In Massachusetts, 4-H isbased at the University of Massachusetts Amherst and has offices in seven regions of the state. There are several regional offices; call, or visit their website for the nearest location.

Additional agricultural information is available from the Department of Agricultural Resources (above).

Massachusetts Commission Against Discrimination (MCAD)

1 Ashburton Place, Suite 601
Boston, MA 02108
Phone: 617-994-6000
TTY: 617-994-6196
www.mass.gov/orgs/Massachusetts-commission-against-discrimination

Under MGL Ch. 272:92A, 98, and 98A the Massachusetts Commission Against Discrimination prohibits discrimination in public accommodation based on race, color, religious creed, national origin, sex, sexual orientation, blindness, deafness, or disability. The commission prohibits discrimination in credit based on the above reasons as well as on marital status, age, and public assistance as delineated in MGL Ch. 151B:4 (14 and 15). The Massachusetts Commission Against Discrimination enforces laws which in addition to public accommodation and credit prohibit discrimination in the areas of education, employment, and housing. Contact the MCAD to file complaints.

Regional Offices

New Bedford

Springfield

Worcester

Home Improvement Contractor Registration and Renewal

Office of Consumer Affairs and Business Regulation
One Federal Street, Suite 720
Boston, MA 02110-2012 Phone: 617-973-8787
Toll-Free Consumer Hotline: 1-888-283-3757
https://www.mass.gov/home-improvement-contractor-registration-and-renewal

All contractors, partnerships, and corporations that solicit, bid on, or perform residential contracting as a contractor or subcontractor on an existing one to four unit owner occupied residential property in Massachusetts must be registered as a Home Improvement Contractor (HIC). An HIC Registration is different from a Construction Supervisor License (CSL) and they are not interchangeable. You can obtain a CSL from the Office of Public Safety and Inspections. Home improvement contractors are registered and renewed through the Office of Consumer Affairs and Business Regulation.

Home Improvement Arbitration Program

Office of Consumer Affairs and Business Regulation
One Federal Street, Suite 720
Boston, MA 02110-2012
Phone: (617) 973-8787
Toll Free: 1-888-283-3757
Fax: (617) 973-8799
www.mass.gov/how-to/apply-to-the-home-improvement-contractor-arbitration-program

The arbitration program resolves disputes between homeowners and registered home improvement contractors. It also administers the Guaranty Fund, a fund of last resort for homeowners with an unpaid arbitration award or court judgment. Homeowners can apply to receive up to $25,000 from this fund, and in some cases, double damages. Contractors must register with the Home Improvement Registration Program, which is overseen by the Office of Consumer Affairs and Business Regulation.

Division of Insurance

Office of Consumer Affairs and Business Regulations
One Federal Street, Suite 700
Boston, MA 02110-2012 Phone: 617-521-7794
Toll Free: 1-877-563-4467
www.mass.gov/orgs/division-of-insurance

The Division of Insurance regulates all aspects of the insurance business in the Commonwealth including licensing of agents, brokers, and companies, examination of domestic and foreign insurance companies, and oversight of sales, marketing and claim practices. Consumers may address questions about all aspects of insurance to this office between 8:45 a.m. and 5:00 p.m. Consumer complaints may be submitted online or by paper complaint form.

Bureau of Managed Care

Division of Insurance
Office of Consumer Affairs and Business Regulations
1000 Washington Street, 8th Floor
Boston, MA 02118
Phone: 617-521-7372
www.mass.gov/orgs/division-of-insurance

This office was created by Chapter 141 of the Acts of 2000, in conjunction with the Department of Public Health’s Office of Patient Protection (see D14 below), to oversee and enforce compliance of health insurance carriers, insures, and HMOs operating in the state. Contact this office to file a complaint by phone, e-mail, or fax.

Office of Patient Protection

Department of Public Health
50 Milk Street, 8th Floor
Boston, MA 02109
Toll Free: 1-800-436-7757 (within Mass. only)
Fax: 617-624-5046
Email: HPC-OPP@state.ma.us
www.mass.gov/orgs/office-of-patient-protection

The Office of Patient Protection, created by Chapter 141 of the Acts of 2000 and in operation since January 1, 2001, is charged with developing regulations and implementing new statutory provisions of M.G.L. Chapter 1760 for residents covered by a state carrier, insurer or HMO regarding their rights to understanding their health coverage's internal grievance procedures, as well as establishing a process for obtaining an independent external review where coverage is denied based upon a medical necessity determination. An insured individual who receives an adverse determination of an internal grievance has the right to an external review of a covered benefit within 45 days, and may obtain the necessary forms by calling this office or by accessing the department's website for a form. To file a complaint, contact the Division of Insurance's new Bureau of Managed Care (see D13 above).

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Insurance Fraud Bureau of Massachusetts

101 Arch Street
Boston MA 02110-1131
Phone: 617-439-0439
Fax: 617-439-0404
Email: comment@ifb.org
https://www.ifb.org/

The Insurance Fraud Bureau is a private entity licensed by the state under MGL Ch. 175A:8, was mandated by MGL Ch.266:111B (Ch. 338 of the Acts of 1990). Its purpose is to prevent and investigate fraudulent insurance transactions by insured individuals against their insurance company. These illegal transactions can be criminally prosecuted.

Board of Appeal (on Motor Vehicle Liability, Policies and Bonds)

Division of Insurance
One Federal Street, Suite 700
Boston, MA 02110-2012 Phone: 617-521-7794
www.mass.gov/orgs/division-of-insurance

Accident surcharges may be appealed to the Board of Appeals within 30 days of receipt of the Merit Rating Surcharge Notice. Convictions of moving violations are considered surchargeable incidents and are not appealable to the board. Any action of the Registry of Motor Vehicles and automobile insurance cancellations may also be appealed to this board.

Commonwealth Health Insurance Connector Authority

100 City Hall Plaza, 6th Floor
Boston, MA 02108
Phone: 617-933-3030
Toll Free: 1-877-623-6765
TTY Commonwealth Care: 1-877-623-7773
www.MahealthConnector.org

The Commonwealth Health Insurance Connector Authority created by Chapter 58 of the Acts of 2006 and signed into law on April 12th, 2006 requires citizens on Massachusetts to have health insurance. Administratively placed under the Executive Office for Administration and Finance and overseen by a ten member board. This authority assists income qualified Massachusetts citizens with affordable insurance coverage options. By shopping through the Health Connector, individuals can find out if they qualify for one of these plans.

Walk-In Centers

Boston

Brockton

Springfield

Worcester

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Medical Use of Marijuana Program

Department of Public Health
99 Chauncy Street, 11th Floor
Boston, MA 02111
Phone: 617-660-5370
https://www.mass.gov/orgs/medical-use-of-marijuana-program

Qualifying patients may register with the Medical Use of Marijuana Program to access marijuana for medical use at RMDs in Massachusetts. Before registering as a patient with the Medical Use of Marijuana Program, you must: Get a certification. You need to be certified by a qualified health care provider. Schedule an appointment with your health care provider and ask about the Medical Use of Marijuana Program. Once certified, your health care provider will give you a PIN number to register with the Program.

Cannabis Control Commission

10One Federal Street, 13th Floor
Boston, MA 02110
Phone: 617-701-8400
www.mass.gov/orgs/cannabis-control-commission

The mission of the Cannabis Control Commission is to honor the will of the voters of Massachusetts by safely, equitably and effectively implementing and administering the laws enabling access to medical and adult use marijuana in the Commonwealth. The Cannabis Advisory Board, established by Chapter 55 of the Acts of 2017 has twenty-five members: five appointees each from the Governor, Treasurer and Attorney General and ten ex officio members with expertise and knowledge relevant to the Board’s mission. They are charged with studying and making recommendations to the Cannabis Control Commission on the regulation and taxation of marijuana in Massachusetts.

Division of Health Care Facility Licensing and Certification

Bureau of Health Care Safety and Quality
Department of Public Health
99 Chauncy Street
Boston, MA 02111
Phone: 617-753-8000
Consumer Complaint Line: 617-753-8150
Toll Free: 1-800-462-5540 (within Massachusetts only)
www.mass.gov/eohhs/gov/departments/dph/programs/hcq/healthcare-quality/

This division will accept complaints made against any licensed hospital, school infirmary, hospital blood bank, laboratory, clinic, or birthing center, which is not meeting established standards. In addition, DHCQ investigates complaints against health care facilities such as: Adult Day Care Programs, Ambulance Services, Ambulatory Surgical Clinics, Home Health Agencies, Hospice Care Hospitals, Intermediate Care Facilities for Individuals with Intellectual Disabilities, Licensure and Medicare/Medicaid Certification, Long-Term Care Facilities, Mammography Facilities, and Outpatient Physical Therapy/Speech Pathology Services.

Office of Private Occupational School Education

Division of Occupational Licensure
Office of Consumer Affairs and Business Regulations
1000 Washington Street, 7th Floor
Boston, MA 02118-6100
Phone: 617-701-8719
Fax: 617-727-0139
E-mail: occupational.schools@state.ma.us
www.mass.gov/orgs/office-of-private-occupational-school-education

Post-secondary private schools and private educational organizations that conducts courses for profit or by charging tuition for the purpose of training or preparing individuals for a business, trade, technical or industrial occupation, or any other vocational purpose, including correspondence schools, private business schools, private trade schools and similar entities designated by the division require a license issued by this office. The law: G.L. c. 112, § 263, authorizes the Department of Professional Licensure to license all private occupational schools operating in Massachusetts.

Boards of Registration

Division of Occupational Licensure (DOL)
Office of Consumer Affairs and Business Regulations
1000 Washington Street, suite 710
Boston, MA 02118-6100
Phone: 617-727-3074
MassRelay (TTY & ASCII) 711
www.mass.gov/orgs/division-of-occupational-licensure

The Division of Occupational Licensure (“DOL”), an agency within the Office of Consumer Affairs and Business Regulation, is responsible for oversight of 26 boards of registration, as well as the Office of Public Safety and Inspections and the Office of Private Occupational School Education. Collectively, DOL boards and offices license and regulate more than 500,000 individuals, businesses, and schools to engage in over 100 trades and professions in Massachusetts.

Springfield Office

436 Dwight Street
Springfield, MA 01103
Phone: 413-735-6293
Note: Hours fluctuate, calling ahead is recommended.

Massachusetts Gaming Commission

10One Federal Street, 12th Floor
Boston, MA 02110
Phone: 617-979-8400
Fax: 617-725-0258
E-mail: mgccommentsn@state.ma.us
massgaming.com

The Expanded Gaming Act: Chapter 194 of the Acts of 2011 has established the Massachusetts Gaming Commission. The commission’s goal is to ensure that its decision-making and regulatory systems engender the confidence of the public and participants, and that they provide the greatest possible economic development benefits and revenues to the people of the Commonwealth, reduce to the maximum extent possible the potentially negative or unintended consequences of the new legislation, and allow an appropriate return on investment for gaming providers that assures the operation of casino-resorts of the highest quality.

The commission’s Racing Division regulates all horse and harness racing in the state including the regulation of calculation on odds for payment of winnings. It licenses the track, the trainers,the horses, the jockeys, and any simulcast and inter-track wagering. The Commission regulates the thoroughbred track at Suffolk Downs and a Standardbred (harness track) at Plainridge Racecourse in Plainville, Massachusetts.

Securities Division

Office of the Secretary of the Commonwealth
1 Ashburton Place, Room 1701
Boston, MA 02108
Phone: 617-727-3548
Toll Free: 1-800-269-5428 (within Mass. only)
Fax: 617-248-0177
E-mail: securities@sec.state.ma.us
www.sec.state.ma.us/sct/sctidx.htm
Online Complaint Form: www.sec.state.ma.us/InvestorComplaint/compidx.aspx
Hours: Monday-Friday (except holidays) 8:45 am to 5:00 pm

The Securities Division is responsible for regulating activities of persons and companies in the securities business in accordance with the Massachusetts Uniform Securities Act. The Division is made up of three sections: Corporate Finance; Enforcement; and Registration, Inspections, Compliance and Examinations (RICE). The Division endeavors to protect Massachusetts investors by taking appropriate enforcement and disciplinary actions. Investment advisers, broker-dealers and certain associated persons must be registered with the Division in order to engage in business in Massachusetts. Additionally, securities offerings and other types of investments may have to comply with certain filing and disclosure requirements before being sold in the Commonwealth.

Division staff is tasked with ensuring that there is compliance with state securities laws and investigating complaints received from the public where it appears that there may be a violation of the law. The Division also provides investor education through speakers and presentations. The Division often coordinates its activities with other state and federal regulatory and law enforcement agencies. Please contact the Division with any questions, concerns, complaints, or to verify the registration status of your adviser.

Transportation Division

Department of Public Utilities
Executive Office of Energy and Environmental Affairs
1 South Station, 5th Floor
Boston, MA 02110
Phone: 617-305-3559
E-mail: TransDivision.Complaints@sec.state.ma.us
www.mass.gov/for-customers-of-moving-towing-or-bus-companies

This division handles complaints concerning anything that deals with transportation for compensation: intra-state moving companies, freight carriers, and towing of motor vehicles from private property.

Department of Public Utilities

Consumer Division
Executive Office of Energy and Environmental Affairs
1 South Station
Boston, MA 02110
Phone: 617-737-2836
Toll Free: 1-877-866-5066 (within Massachusetts only)
E-mail: DPUConsumer.Complaints@state.ma.us
www.mass.gov/dpu-consumer-information

The Division is responsible for the enforcement of Department regulations and orders and Massachusetts laws affecting residential utility customers for nearly one hundred and fifty investor-owned electric, gas, telecommunications, and water companies, and for forty municipal gas and electric companies in Massachusetts. The mission of the Consumer Division is to protect consumers from unjust utility practices and to monitor the quality of service provided by utility companies.

Division of Standards (DOS)

Office of Consumer Affairs and Business Regulation
1 Ashburton Place, Room 1115
Boston, MA 02108
Phone: 617-727-3480
E-mail: standards.mail@MassMail.State.MA.US
www.mass.gov/orgs/division-of-standards
Hours: Monday - Friday 9:00 - 4:30

This division enforces laws relating to weights and measures and the accuracy of weighing and measuring devices, such as scales and metering systems used in the sale of food, fuels, and other products. It regulates the retail sale of gasoline and motor oil; regulates and enforces both unit pricing and item pricing on store scanners and registers; issues permits to manufacturers and distributors of antifreeze; tests and approves coin-operated machinery; and licenses transient vendors and hawkers and peddlers. This division also grants licenses to auctioneers while cities and towns grant permits for the conduct of auctions. It also registers motor vehicle damage repair shops (auto body shops, auto glass shops).