Mediation Process

Free mediation services are offered only upon receipt of a completed complaint form. To be eligible, consumers must live in our area.
(See list of towns covered on our home page).
All mediation is done by telephone.

To request 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.

Fill out the complaint form legibly and as completely as possible, sign it
and mail it. Include copies of any relevant documents.

After your complaint is received, our office will send -- with your permission --
a copy of the complaint to the business within a week.

Complaints are handled on a first-come, first-served basis. A volunteer mediator will be assigned in 2-4 weeks.

After the assigned mediator discusses the case with you, the mediator will call the business to work out a voluntary resolution acceptable to both parties.

We cannot impose mediation or a resolution. If mediation ends unsuccessfully, the mediator will advise you of other possible courses of action. The case file then will be closed and recorded with the state
Attorney General’s Office.

Consumer Assistance Office - Metro West, Inc.
A non-profit organization working in cooperation with the Massachusetts Office of the Attorney General
(508) 651-8812