Massachusetts law about consumer protection

Laws, regulations, cases, and web sources on consumer protection law.

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Massachusetts laws

MGL c. 93A Regulation of business practices for consumers' protection

MGL c. 176D Unfair methods of competition and unfair and deceptive acts and practices in the business of insurance

Massachusetts regulations

201 CMR Office of Consumer Affairs and Business Regulation

211 CMR Division of Insurance

940 CMR 3 General regulation (Office of the Attorney General)

940 CMR 38 Unfair and deceptive fees: including “junk fees”, trial offers and subscription fees

Federal rules and regulations

14 CFR Part 260 Refunds for airline fare and ancillary service fees
Requires "automatic refunds to consumers when a U.S. air carrier or a foreign air carrier cancels or makes a significant change to a scheduled flight to, from, or within the United States and the consumer is not offered or rejects alternative transportation and travel credits, vouchers, or other compensation. These automatic refunds must be provided promptly, within 7 business days for credit card payments and within 20 calendar days for other forms of payment." For more information, see the Department of Transportation's Federal Register notice. 

"Click-to-cancel" rule, Federal Trade Commission.
This rule will "require sellers to make it as easy for consumers to cancel their enrollment as it was to sign up." Note: This rule was blocked by the U.S. Court of Appeals for the 8th Circuit on July 8, 2025 (PDF).

Forms

Consumer protection forms

Jury instructions

Chapter 93A consumer protection (District Court civil model jury instructions)

Selected cases

Selected court cases on consumer protection

Enforcement agencies and filing complaints

Agency	File a complaint
Office of the Attorney General Consumer Advocacy & Response Division One Ashburton Place, 18th Floor Boston, MA 02108 [phone]	File a consumer complaint File a complaint if you are having a problem with a business and need help to resolve that problem.
Massachusetts Office of Consumer Affairs and Business Regulation 17 Park Plaza, Suite 5170 Boston, MA 02116 [phone]	Consumer rights and resources 30 Day demand letter
Federal Trade Commission 600 Pennsylvania Avenue, NW Washington, DC 20580 Telephone: [phone]	Report fraud Report identity theft

Web sources

Advisory on automobile advertising, pricing and lease buyouts, Mass. Attorney General, 2021.  
Advisory for consumers and auto dealers on their rights and obligations on advertising and pricing.

Advisory on the application of the Commonwealth’s consumer protection, civil rights, and data privacy laws to artificial intelligence, Mass. Attorney General, 2024.
Advisory clarifies that AI developers, suppliers, and users must comply with existing state consumer protection, anti-discrimination, and data privacy laws.

"Chapter 93A: Dilution and confusion through overuse," (PDF) Massachusetts Law Review, August, 2017, 98 Mass. L. Rev. 61, Tara J. Myslinski, Stephanie R. Parker.
"The goal of this article is to clearly demarcate the statute’s scope and provide a road map to those looking for guidance on the statute’s reach."

Complaints about consumer products and services, Federal Citizen Information Center.
Includes a wide variety of consumer topics and advice on where and how to file a complaint.

Consumer information, Federal Trade Commission.
The banner near the top of the page includes topics: Shopping and donating; Credit, loans and debt; Jobs and making money; Unwanted calls, emails and texts; Identity theft and online security; Scams.

"Consumer protection: Exploring private causes of action for victims of data breaches," (PDF) 41 W. New England Law Review 253, 2019.

Guidance with respect to unfair and deceptive fees (940 CMR 38.00),  Mass. Attorney General, 2025.
Guidance for businesses on the updates to unfair and deceptive fees that now include “junk fees”, trial offers and reoccurring fees. 

The Massachusetts Consumer Protection Law, Mass. Office of Consumer Affairs and Business Regulation.
Explanation of the law, links to legal assistance and a sample 30-day demand letter.

Responding to Chapter 93A demand letters in product liability cases, Mass. Bar Association, Lawyers' Journal, January 2013.
Outlines best practices for responding to a 30-day demand letter.

Taking action: The consumer protection law, Mass. Attorney General.
Includes a description of the process and a sample 30-day demand letter.

Additional assistance

Local Consumer Protection Program, Centro de Apoyo Familiar.
A non-profit working in cooperation with the Mass. Attorney General, the Program helps customers and businesses settle disputes through mediation. The Program provides assistance to residents of Andover, Danvers, Lawrence, Methuen, Middleton, North Andover, Reading, and North Reading.

Need help with a consumer problem?, MASSPIRG.
In cooperation with and funded by the Mass. Attorney General, MASSPIRG's Consumer Action Center in Weymouth resolves disputes between consumers and businesses through consumer education, advocacy and negotiation. The Center provides consumer information, complaint assistance, and referrals — they do not provide legal advice or opinions. There are no fees for their services. The Center takes complaints from residents living in: Braintree, Brookline, Canton, Dedham, Dover, Hingham, Holbrook, Medfield, Milton, Needham, Newton, Norwood, Quincy, Randolph, Rockland, Walpole, Wellesley, Weston, Westwood, and Weymouth.

Print sources

Chapter 93A and 176D bad faith update by David W. White, Mass. Bar Institute, 2009.

Chapter 93A rights and remedies by Roger Bertling, 6^th ed., MCLE, 2025.

Massachusetts conveyancers' handbook with forms, 4^th ed., by Edward G. Mendler, West Group, 2008 with supplement.
Section 5:4: Unfair trade practices, Chapter 93A.

Massachusetts proof of cases by Marc Perlin, West Thomson Reuters, updated annually. 
Chapter 9: Consumer Protection; Chapter 30:4 Consumer protection statute.

Massachusetts Superior Court civil practice jury instructions, 3^rd ed., MCLE, loose-leaf.
Chapter 16: Consumer Protection Act - Chapter 93A. 

"Trustee liable under 93A for mishandling funds," 29 Massachusetts Lawyers Weekly 1461 (March 5, 2001)
Chapter 93A can apply to professional trustees.

Massachusetts Practice:

• Vol. 10A (Procedural forms annotated), Thomson/West, 2009 with supplement, chapter 25
• Vol. 17 (Prima facie case), Thomson/West, 2005 with supplement, chapter 15
• Vol. 31 (Equitable remedies), Thomson/West, 2007 with supplement, chapter 28
• Vol. 33-34 (Landlord & tenant law), Thomson/West, 2000 with supplement, section 18:33; sections 21:1-21:17
• Vol. 35 (Consumer law), Thomson/West, 2021, chapter 4
• Vol. 52 (The law of Chapter 93A), Thomson/West, 2007 with supplement

Last updated:	August 18, 2026