Public Inquiry and Assistance Center Hotline
(617) 727-8400
The Attorney General's Public Inquiry & Assistance Center Hotline answers thousands of calls each year from consumers with a range of questions and concerns in the area of consumer protection. The Hotline is staffed weekdays from 10:00 a.m. to 4:00 p.m. with trained information specialists who can:
- Answer questions or direct consumers to areas of this website for answers;
- Offer referrals to appropriate organizations or government agencies for help; or
- Provide information on the Attorney General's consumer complaint and mediation processes, and community-based consumer and mediation programs.
To reach the Public Inquiry & Assistance Center Hotline, call (617) 727-8400.
Legal Representation
The Attorney General's Office acts on behalf of the Commonwealth of Massachusetts, and by law staff members cannot represent individual residents or provide legal advice. Hotline staff members may suggest that you consult a private attorney, and offer information to assist you in locating an attorney. Staff may also provide information on taking action against a business under the Massachusetts Consumer Protection Act ( M.G.L. c. 93A), and direct you to information about Small Claims Court.
As the AGO reviews questions and complaints received through the Consumer Hotline, we look for trends or patterns of unfair and deceptive trade practices. We may then be able to take legal action on behalf of all Massachusetts consumers who are victims of the unfair or deceptive practices we learn about.
Consumer Mediation Services
The Attorney General's Office offers a free, voluntary service that tries to help resolve matters between consumers and merchants outside of court. The Attorney General's Office cannot require a merchant to participate in its voluntary mediation program. However, many businesses do choose to participate and as a result, our office is able to help many individuals resolve consumer problems.
Generally, the mediation service is not available for:
- complaints between businesses;
- in cases where the consumer has already gone to court;
- where a judge has already issued a judgment;
- if a private attorney represents the consumer; or
- if the dispute is between private parties - that is, not between an individual and a business.
In order to determine whether your situation is appropriate for our mediation service, you must first file a consumer complaint with our office. The AGO reviews all complaints that we receive. If your complaint seems appropriate for our mediation services, it will be assigned to a mediator and you will be contacted at a later date.
In addition to the mediation service offered directly by the Attorney General's Office, we work with certain community-based mediation programs, called Local Consumer Programs and Face-to-Face Mediation Programs. In order to expedite the resolution of your complaint we may refer it to a local consumer group that serves your area. The local consumer group will then contact you directly.
Download a copy of the AGO Consumer Complaints and Mediation Services Brochure (PDF) 
If We Cannot Provide Any Immediate Assistance
If your concern is not one that we can assist you with, we may either refer you to another government agency which may be able to assist you or just note it in our records. We recognize and appreciate that many consumers take the time to let us know about consumer problems even when they realize there may be no immediate assistance we can offer.
Before Filing a Complaint
The Attorney General's Public Inquiry and Assistance Center is staffed with trained professionals who will review your complaint to determine whether it is appropriate for the AGO's free, voluntary mediation service. If your complaint is not appropriate for mediation, you may be referred to another government agency or resource for assistance. If the complaint is one with which we may be able to assist you, a Mediator will contact you before they attempt to contact the business, in the AGO's effort to resolve your complaint through mediation.
Please note that in order to expedite the processing and resolution of your complaint, we may refer it to a Local Consumer Program that serves your area. These programs are funded by and work in cooperation with our office, providing the same free, voluntary mediation services.
The AGO cannot provide legal advice to consumers. If you have questions concerning the specific application or interpretation of the law, we will suggest that you consult a private attorney. If you do not have an attorney we will provide information that may assist you in locating an attorney.
Before filing a complaint, please review the other consumer protection pages on this website for information that may help you to decide whether to file a complaint with the Attorney General's Office or use other resources that may be more appropriate for your situation.
File a Consumer Complaint
The most efficient way for you to file your complaint is to use the e-complaint.
Click the icon to launch the e-complaint form.
Please note: if you need to attach additional documentation to your complaint, you must send these by regular mail rather than electronically.
You will have the opportunity to save or to print out a copy of your complaint. You must have Adobe Reader Version 7 or higher installed on your computer to access the form. This program is available to download for free on the Adobe website.
File by Mail with Supporting Documentation
To file a complaint with supporting documents via regular mail, you may complete the e-complaint form and click the "Download a Copy of your Complaint" link. This will launch a PDF, click the "open" box and then print as appropriate. You will also be able to save a copy of your complaint this way. Please do not submit an e-complaint and mail a hard copy as this will result in duplicate submissions.
You must have Adobe Reader Version 7 or higher installed on your computer to access the form. This program is available to download for free on the Adobe website.
Please send a copy of the complaint and any supporting documentation to:
Office of the Attorney General
Public Inquiry and Assistance Center
One Ashburton Place, 18th Floor
Boston, MA 02108
Questions about how to submit a complaint can be directed to the Public Inquiry and Assistance Center hotline at (617) 727-8400.