In March 2016, the Attorney General announced the formation of the Consumer Advocacy & Response Division (CARD). Combining the staff and resources from the Public Inquiry and Assistance Center, HomeCorps (the AGO’s foreclosure prevention program), and the Elder Hotline, CARD reflects a new and enhanced approach to consumer assistance within the Attorney General’s Office.

How Can CARD Help Me?

CARD is staffed with trained consumer specialists that you can contact through our Consumer Hotline. If you are in need of help, CARD’s knowledgeable staff can answer your questions, assist you directly in seeking to resolve the problem with the business, or, if necessary, refer you to a wide network of available consumer assistance and legal aid resources.

CARD provides a broad array of assistance covering most consumer issues. The types of issues that CARD can handle include:

  • Defective products;
  • Car sales and financing;
  • Telemarketing scams;
  • Debt collection;
  • Mortgage servicing;
  • Home improvement contracts;
  • Utility bills; and
  • Identity theft

Additionally, across the Commonwealth, CARD has established partnerships with Local Consumer Programs, Face to Face Mediation Programs, and Legal Aid providers in your area. In certain situations, members of CARD may refer you to these additional consumer assistance services free of charge.

To receive assistance from CARD, please file a consumer complaint.

Should I File A Consumer Complaint?

Every complaint the AGO receives is important. By bringing your consumer issue to our attention, you give us the opportunity to assist you directly and help us identify patterns of misconduct that may affect hundreds or thousands of consumers. We also track complaint trends. This allows us to spot scams as they are developing, shut them down whenever possible, and quickly get the word out so the public can steer clear.

In filing a complaint with us, you provide our staff with the opportunity to help you directly in resolving your problem.

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.

File a Consumer Complaint

The quickest way to file your complaint is to use the e-complaint form. The e-complaint will transmit directly from the website to be processed and reviewed by members of the AGO staff.

Click to file a complaint.

Please do not send additional documentation to the office until we contact you regarding your complaint.

Upon submission 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

You can call our hotline to request that a complaint form be sent to you by mail. All completed consumer complaints can be sent to:

Office of the Attorney General
Consumer Advocacy & Response Division 
One Ashburton Place, 18th Floor
Boston, MA 02108

Please do not send additional documentation to the office until we contact you regarding your complaint.

File in Person

You can walk into any of our office locations during normal business hours – Monday through Friday from 9 a.m. to 5 p.m. to complete a complaint form in person or to speak directly with a consumer specialist. Our offices are located at:

Boston 100 Cambridge Street, 11th Floor Boston, MA 02114

New Bedford 105 William Street, First Floor New Bedford, MA 02740

Springfield 1350 Main Street, Fourth Floor Springfield, MA 01103

Worcester 10 Mechanic Street, Suite 301,Worcester, MA 01608 

Questions?

Questions regarding the complaint process and general inquiries may be directed to the Attorney General’s Consumer Hotline at (617) 727-8400. The Hotline is staffed from 10:00 a.m. to 4:00 p.m., Monday through Friday.

Download a copy of the AGO Consumer Advocacy & Response Division Brochure  pdf format of Download a copy of the CARD Brochure

Attend a National Consumer Protection Week Event