Consumer Affairs « Back to view all departments

Jannine Ellis, Director
(781) 286-8114

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Mission Statement

Consumer Affairs Office  works with the Attorney General’s Office providing consumer information, resources and education.  This office offers a free, voluntary mediation service that tries to help resolve matters between consumers and merchants outside of court.

If you believe you have been a victim of fraud, deception or unfair business practice this office can assist you in resolving a complaint through an informal process of mediation.

In mediation, neutral third party-mediator-helps you and the other party try to resolve the problem through facilitated dialogue.  However, it is up to you and the other party to reach an agreement.

In order to determine whether your situation is appropriate for our mediation service, you must first file a complaint with our office.  Your complaint will be reviewed, if suitable, it will be assigned to mediator.

Trained mediators contact merchants in an attempt to provide effective assistance to consumers in resolving complaints.

It is important to note that we cannot require a merchant to participate in this voluntary mediation program.  However, many businesses do choose to participate and as a result, mediation is able to help many individuals resolve consumer problems.

Complaint forms can be obtained by calling this office at 781-286-8114 or email

Currently this office has jurisdiction over the following cities:  Chelsea, Lynn, Lynnfield, Marblehead, Melrose, Nahant, Revere, Salem, Saugus, Swampscott and Winthrop.
Jannine Ellis, Director