Post Content

A key mission of the Office of Consumer Affairs and Business Regulation is to provide consumers the information they need to fully exercise their rights and also to understand their responsibilities in the marketplace. Our partners – the Attorney General’s Office, Better Business Bureau, and U.S. Postal Inspection Service – also strive toward that same goal of consumer education and empowerment.

At the Office of Consumer Affairs, we hear from thousands of consumers through our hotline and our email database. We’ve compiled all of those complaints and inquiries to calculate our Top 5 Consumer Issues for 2012:

  1. Auto Insurance
  2. Health Insurance
  3. Home Insurance
  4. Home Improvement Contracting
  5. Lemon Law

One eye-catching component of our Top 5 is that the top three are insurance-related issues. This is not surprising. Many Massachusetts residents have cars, and everyone who has a car must have auto insurance. All of us must have health insurance, and indeed 98% of Massachusetts residents are covered. The numerous weather events that occurred in 2012, most recently Superstorm Sandy and several blizzard-like storms, caused havoc around the Commonwealth that prompted questions and claims on home insurance.

The two issues that round out our Top 5 have consistently made this list. My office runs the Home Improvement Contracting complaint, registration, and arbitration programs as well as the Guaranty Fund.  We also house the Lemon Law arbitration program, and our consumer hotline staff take questions and give advice about the law’s qualifications.

Navigating the networks of insurance plans, dealing with insurance claims, resolving issues with home improvement contractors, and dealing with lemons are all trying situations for consumers. My Office and affiliated agencies seek to provide assistance through education and outreach so that consumers can know and use their rights.


If you have a question or complaint, contact the Office of Consumer Affairs Consumer Hotline, Monday through Friday, 9 a.m. – 4:30 p.m. at 617-973-8787 or toll-free in MA at 888-283-3757.

Written By:

Barbara Anthony is the Undersecretary of the Office of Consumer Affairs and Business Regulation.

Recent Posts

Data Privacy Series: Smartphones, Apps, and Tracking posted on Sep 29

Picture this: You are out in public—anywhere—and half the people around you are looking down… at their smartphones. What are they doing? They are texting, reading an article, playing a game, or they are using one of the many, many apps offered for smartphones. Smartphones   …Continue Reading Data Privacy Series: Smartphones, Apps, and Tracking

Scam Alert: One Ring posted on Sep 23

SCAM ALERT “One-Ring” Scam Scammers are calling from an international number that appears to originate in the U.S., causing consumers to unwittingly return the call to an international number and rack up some hefty international call fees. This is commonly called a “one-ring” scam, but   …Continue Reading Scam Alert: One Ring

How to Use Contractor Websites to Shop Around for Home Improvement Contractor Work posted on Sep 21

Do you need roofing work, from normal wear and tear, ice damage or another reason due to the winter storms? Many homeowners must make repairs to their homes from the tough winter, and yet may not have found a contractor to make those repairs. If   …Continue Reading How to Use Contractor Websites to Shop Around for Home Improvement Contractor Work