Free mediation services are offered only upon receipt of a completed complaint form. To be eligible, consumers must live in our service area. See list of towns covered to the right. All mediation is performed by telephone.
Acton, Ashland, Bedford, Bellingham, Boxborough, Carlisle, Concord, Dedham, Dover, Framingham, Franklin, Holliston, Hopkinton, Hudson, Marlborough, Maynard, Medway, Millis, Natick, Needham, Sherborn, Stow, Sudbury, Wayland, Wellesley, Weston and Westwood.
Blackstone, Hopedale, Mendon, Milford, Millville, Northbridge, Upton, Uxbridge.
File a complaint online: Complaint Form
To request a copy of a complaint form, call our office in Natick (508) 651-8812. A mediator will discuss your problem with you to offer guidance and to make sure the problem is an issue our office will handle. Our staff may suggest avenues to pursue while waiting for a mediator to become available.
After your complaint is received, our office will contact you within a week to verify that the complaint is suitable for mediation. If so, with your permission, we mail a copy of the complaint to the business within 2 days.
Complaints are handled on a first-come, first-served basis. A volunteer mediator will be assigned in 2-4 weeks.
Mediation is voluntary for both the consumer and the business. After the assigned mediator discusses the case with you, the mediator will call the business to attempt to work out a resolution acceptable to both parties.
Our office is staffed by trained volunteer mediators who are not lawyers and thus cannot provide legal advice. We cannot impose mediation or a resolution. If mediation ends unsuccessfully, the mediator will advise you of other possible courses of action. When the case file is closed the outcome of the mediation is reported to the Office of the Massachusetts Attorney General. Complaints remain on file for 6 years.