- Office of Consumer Affairs and Business Regulation
Office of Consumer Affairs and Business Regulation (OCABR)
The OCABR has four main programs that include consumer protection measures:
Home Improvement Contractor (HIC) Program: The HIC program helps protect consumers by regulating the business practices of contractors, which includes managing complaints against contractors and arbitration applications that help resolve disputes. OCABR also administers the Guaranty Fund, which compensates eligible homeowners who have an unpaid judgment against a contractor up to $25,000. Depending on the type of work performed, most contractors are required to be registered by law. Learn more by reviewing our homeowner resources.
Lemon Law Arbitration Program: The Lemon Law protects consumers by requiring new and used car dealerships and manufacturers to cover the cost of repairs for certain defects that arise shortly after the purchase of a vehicle. The OCABR administers the Lemon Law Arbitration Program to resolve disputes between consumers and dealerships regarding the lemon law, and to determine if the standards for repurchase have been met. Certain requirements must be met for the Lemon Law to apply, so be sure to understand your rights and responsibilities before purchasing a new or used car.
Data Breach: Companies must report data breaches that affect Massachusetts residents’ personal information to the OCABR and the Attorney General. The law requires that notices are sent to consumers whose personal data was affected. Notices are also posted on the OCABR’s website so consumers can validate a letter they received.
Do Not Call Registry: The state-operated Do Not Call Registry helps consumers opt out of unsolicited telemarketing calls from companies. After you sign up for the Do Not Call Registry, telemarketers have 31 days to stop calling.
Division of Banks (DOB)
The DOB protects consumer interests by overseeing 140 state-chartered banks and credit unions and approximately 11,500 non-depository licensees doing business in Massachusetts. By supervising these entities, the DOB can enforce consumer protection laws and keep consumers informed so they make smart financial decisions.
DOB Resources:
Answer your basic financial questions: The DOB website has information to help consumers better understand many financial topics.
Submit a complaint: If you have an issue with a financial product or service in Massachusetts, you can submit a complaint through the DOB.
Verify authorized financial services: If you are unsure whether a financial service is licensed and authorized to do business in the Commonwealth you can verify a licensee.
Other resources: The DOB suggests contacting the Consumer Financial Protection Bureau webpage for consumers that want to find a certified Housing and Urban Development Councilor, or the Annual Credit Report webpage for consumers that want to get free online credit reports.
Division of Insurance (DOI)
The DOI protects consumers by providing accurate and unbiased information about insurance so they can make informed decisions. Additionally, the DOI investigates complaints from consumers who feel that they are a victim of unfair insurance practices.
DOI Resources:
Consumer Resources Page: Find consumer resource guides for common insurance coverages on DOI’s website that help you better understand your policy, including automobile, home, health, dental, life, and many other types of insurance. Additionally, the page offers information on policyholder rights and responsibilities as well as what pre- and post-disaster steps consumers should take to mitigate loss.
Submit a complaint: The DOI responds to consumer complaints within its jurisdiction and resolves issues with insurers, producers, and other licensees on behalf of the consumer.
Insurance Fraud: Visit the DOI’s web page on insurance fraud to understand, identify, and protect yourself from different types of insurance fraud.
Division of Occupational Licensure (DOL)
The DOL regulates trades and professions by overseeing 26 boards of registration, the Office of Public Safety and Inspections, and the Office of Private Occupational School Education. These organizations regulate over 500,000 individuals and businesses across many different professions in the Commonwealth. The DOL conducts regular inspections, investigations, and unannounced visits to ensure regulatory compliance.
DOL Resources:
Verify Licenses: Verify if a business or individual has a valid license or permit for their profession, or check for Occupational Board Licenses and Office of Public Safety and Inspections Licenses on the DOL’s website.
Consumer information: The DOL provides additional information to help you choose a licensed professional, understand FAQS about occupational licensing, and learn which professions require licenses and permits.
Submit a complaint: If consumers feel that an individual or business has conducted unethical behavior like committing fraud, failing to comply with regulations, negligence, or operating an unlicensed practice, they should file a complaint so the DOL can investigate the matter.
Division of Standards (DOS)
The DOS works to make sure that consumers receive the correct value for what they purchase, by enforcing pricing accuracy laws and unit pricing regulations. DOS enforces standards relating to weighing and measuring devices and their use in the sale of food, fuels, and other products. Additionally, DOS provides licenses for many different businesses relating to weights and measures, such as auto and glass repair shops, auctioneers, and promoters.
DOS Resources:
Consumer Information: The DOS webpage has information about price accuracy and the Massachusetts Item Pricing Law, including the rules around overcharging, unit pricing, malfunctioning scanners or scales, or missing price signs.
Submit a complaint: If you believe that a licensee of the DOS has participated in unethical business practices, file a complaint, and DOS will investigate the issue.
Department of Telecommunications and Cable (DTC)
DTC’s Consumer Division works to resolve disputes that arise between consumers and their Massachusetts telecommunications or cable provider. Outreach programs and educational guides are available to help consumers better understand these industries and empower them to make smart purchasing decisions.
DTC Resources:
Lifeline Program: The Lifeline Program provides income-eligible households with a monthly discount on home phone service, home internet service, or a wireless phone plan from a certified Massachusetts provider. Program eligibility and the application process are available on DTC’s web pages.
Cable Billing and Termination: The DTC’s regulations afford several consumer protections to cable subscribers, particularly with respect to billing and termination of services. The DTC provides tips to help manage rising cable costs.
Residential Telephone Service Quality and Billing Practices: The DTC ensures sufficient resources are allocated for the maintenance and repair of service and enforces rules that protect consumers against unfair billing and collection practices, including preventing telephone service termination in certain circumstances.
Submit a complaint: If a consumer is unable to resolve a dispute with their telecommunications or cable provider, file a complaint with DTC for assistance.
We’re Here to Help
The Office of Consumer Affairs and Business Regulation (OCABR) helps protect and empower consumers through advocacy and education. If you have questions about Lemon Law, HIC, Data Breaches or other concerns, call our Consumer Hotline at 617-973-8787, Monday through Friday, 9:00 AM to 4:30 PM. Live language translation is available.
If you need legal assistance, please contact the Massachusetts Bar Association’s Lawyer Referral Service.
