Blog Post  A Consumer Guide to OCABR’s Agencies

The Office of Consumer Affairs and Business Regulation (OCABR) manages its own consumer protection programs under Consumer Affairs (OCA) and oversees five regulatory agencies, including the Division of Occupational Licensure (DOL), Division of Banks (DOB), Division of Insurance (DOI), Division of Standards (DOS), and the Department of Telecommunications and Cable (DTC).  

Each agency regulates industries that consumers interact with every day. Whether you have questions about the Massachusetts Home Improvement Contractor (HIC) Program, determining your eligibility for Lemon Law, or filing a complaint against an insurance company or bank, contacting the right agency can help you better understand your situation.   

Which agency should I contact?

Each agency has a website with information and resources related to its services.   

Inside Each Agency 

Office of Consumer Affairs (OCA) 

What does Consumer Affairs do? 

OCA protects Massachusetts consumers and promotes fair regulations for businesses and professionals. The agency manages various programs and services, provides consumer education, and oversees specific consumer protection laws. 

When should you contact OCA? 

You can contact OCA for Home Improvement Contractor Program (HIC) registration, HIC arbitration, Guaranty Fund claims, or complaints against HIC registrants. OCA also oversees the Lemon Law for new, leased, and used vehicles as well as customized wheelchairs and provides an arbitration program to settle disputes between car purchasers and dealers.  

The Consumer Hotline (617-973-8787) is a convenient way for consumers to reach out to get assistance over the phone. Through this service, consumers can ask about OCA programs like the required documents and eligibility for HIC or Lemon Law Arbitration or get connected to an appropriate resource. You can also call with questions about the Do Not Call Registry or a data breach notification letter to verify its legitimacy before taking any action.  

OCA also offers in-person service for contractors who need assistance with their HIC registration.   

When to Use Which OCABR Resource 

Dealing with a home improvement contractor issue? 

• The HIC Program regulates contractors, handles complaints and arbitration, and helps eligible homeowners recover up to $25,000 through the Guaranty Fund. Find more information on our homeowners’ resources page.  

Stuck with a defective new or used vehicle? 

• The Lemon Law arbitration program helps protect consumers’ rights and resolve disputes with dealers involving defective new or used vehicles.  

Not sure if that data breach letter you received in the mail is real? 

• Compare your letter to the data breach notification letter on our website to verify its legitimacy. 

Constantly receiving unwanted telemarketing calls? 

• The Do Not Call Registry helps consumers block unwanted telemarketing calls, which require telemarketers to stop calling within 31 days of your registration.  

Division of Banks (DOB)  

What does DOB do? 

The DOB supervises over 120 state-chartered banks and credit unions and nearly 12,000 non-depository licensees doing business in Massachusetts. The supervision of these entities allows the Division to implement and enforce consumer protection laws while providing consumers the information needed to make informed financial decisions.  

When should you contact DOB? 

You can contact the DOB for assistance with non-depository licensing or registration issues, to file a complaint about state-chartered banks or credit unions or any of the Division’s licensed or registered non-depository institutions or consumer protection concerns. 

When to Use Which DOB Resource

Have a general question about financial services?  

• Check the DOB’s consumer resources page that offers various information to better understand many financial topics. 

Not sure if a company is licensed or registered with the DOB?  

• Use the DOB’s license lookup tool to confirm whether an entity is licensed or registered by the DOB.   

Had a bad experience with a Massachusetts-chartered bank, Massachusetts-chartered credit union, lender or other financial services provider licensed by the DOB? 

• File a complaint directly with the DOB if you have an issue with a financial product or service in Massachusetts provided by a Massachusetts-chartered bank or credit union, or by an entity licensed by the DOB. Note that non-depository institutions doing business in Massachusetts and licensed by the DOB include: 
• Mortgage lenders 
• Mortgage brokers 
• Mortgage loan originators 
• Consumer finance companies 
• Money service businesses 
• Debt collectors 
• Loan servicers 
• Student Loan servicers 

Division of Insurance (DOI) 

What does DOI do? 

DOI promotes a healthy, responsive, and willing marketplace for consumers who purchase insurance products. The agency regulates the insurance industry by monitoring the financial status of insurance companies, reviews and approves insurance rates, and enforcing state laws pertaining to insurance.   

When should you contact DOI? 

You can contact DOI for insurance-related licensing if you apply to be an individual insurance producer or insurance advisor, and to submit a complaint against an insurance company. DOI can also help you with complex insurance questions or understanding the Board of Appeals process for motor vehicle accident surcharges or a license suspension from the RMV. 

When to Use Which DOI Resource 

Trying to understand your insurance policy? 

• Check out DOI’s consumer resource guides covering common insurance coverages including automobile, home, health, dental, life, along with your rights and responsibilities as a policyholder. Moreover, the page offers information about steps consumers should take before and after a disaster to minimize losses.  

Believe you had an unfair experience with an insurer?  

• File a complaint directly with the DOI to resolve issues involving insurers, producers, and other licensees within its jurisdiction on behalf of the consumer. 

Department of Telecommunications and Cable (DTC) 

What does DTC do? 

DTC works to ensure that residents and businesses have access to reliable telecommunications and cable services and are informed about their rights and protections as consumers. DTC assists with telephone and cable service issues, helps consumers understand available service options, oversees the Lifeline Program for discounted communications services in Massachusetts, and holds regulated providers accountable for complying with state and federal requirements. 

When should you contact DTC? 

You can contact DTC for information about the availability of telephone, cable, and other telecommunications services in your area; complaints about the billing, service quality, or termination of residential telephone and cable services; help applying for the Lifeline Program or finding other low-cost internet options; and questions about the transition of the telephone network from copper to fiber. 

DTC can also provide information about staying connected during emergencies and consumer protections that may be available to you, including protections from suspension of traditional telephone service for eligible older adult households and exemptions from certain directory assistance and operator-assisted call charges. 

When to Use Which DTC Resource 

Need help with phone or internet costs? 

• The Lifeline Program provides eligible households with a monthly discount on one qualifying communications service, such as home or wireless telephone service, home internet, or a wireless data plan, from a certified Lifeline provider. Learn more about program eligibility and the application process on DTC’s webpage.  DTC also provides information about other low-cost internet programs and service options that may be available to Massachusetts residents. 

Having issues with your cable bill? 

• DTC’s regulations provide consumer protections for cable subscribers, including protections related to billing and service termination. DTC also offers tips and resources for managing cable costs.  

Concerned about your traditional landline telephone service or changes in technology?  

• DTC helps ensure that traditional landline telephone providers properly maintain and repair service and enforces rules protecting consumers from unfair billing practices, including limits on service termination.  DTC also provides information and assistance as telephone providers transition their networks from traditional copper lines to newer technologies, such as fiber. 

Have an unresolved dispute with your provider? 

• File a complaint directly with DTC for assistance when you have issues with a telecommunications or cable provider.  

Division of Standards (DOS) 

What does DOS do? 

DOS ensures fairness for both businesses and consumers by requiring both clear and accurate retail pricing and accurate measurement of commodities like gasoline and groceries. The agency enforces accuracy by inspecting, testing, and approving weighing and measuring devices, like gas pumps and grocery store registers, and by ensuring price accuracy in all retail businesses. DOS also licenses or registers auctioneers, transient vendors, promoters, hawkers and peddlers, motor fuel and oil retailers and auto damage and auto glass repair shops. 

When should you contact DOS? 

You can contact DOS to file a complaint against businesses that use untested weighting or measuring devices, businesses that do not hold the required licensees, or if you believe a product is mispriced or a grocery product lacks the required price disclosure.  

When to Use Which DOS Resource 

Curious about price accuracy or think you’ve been overcharged? 

• Check the DOS consumer information page for details on price accuracy and the Massachusetts Item Pricing Law, including rules on overcharging, unit pricing, malfunctioning scanners or scales, and missing price signs.  

Think a business violated pricing or measurement standards?  

• File a complaint directly with the DOS if you believe you’ve been overcharged for an item or if a business is operating without a required licensee.  

Division of Occupational Licensure (DOL)  

What does DOL do? 

DOL protects the public health, safety, and welfare by licensing, regulating, and overseeing a wide range of professions, trades, and businesses to ensure only qualified individuals are licensed to provide services. It oversees 26 boards and regulates more than 500,000 individuals, businesses, and schools engage in over 100 trades and professions.  

When should you contact DOL? 

You can contact DOL if you are applying for, transferring, renewing, or checking a professional license, requesting a duplicate certification, or verification. DOL also provides online inspection and permitting services and licensing benefits for active military members, spouses, and veterans. At DOL’s Welcome Center, the team can help you renew your professional license and help you submit an investigation request against businesses and individuals operating without a license.  

When to Use Which DOL Resource 

Want to verify a license?  

• Use the DOL’s website to verify whether a business or individual holds a valid license or permit for their profession. 

Trying to choose a licensed professional or understand licensing rules?  

• The DOL offers guidance on selecting a licensed professional, answers frequently asked questions about occupational licensing, and provides a list of which profession requires a license or permit.  

Think a licensee violated the law?  

• File a complaint directly with the DOL if an individual or business has engaged in unethical conduct such as fraud, non-compliance with regulations, negligence, or operating without a license.  

Before You Contact an Agency  

Gathering the right details beforehand helps our agencies understand your issue and determine how they can help. For example, you can check each agency's website for complaint submission requirements and specific consumer services.  

OCABR Lobby and Division of Occupational Licensure Welcome Center