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Tenant Rights and Responsibilities

Finding an apartment

Finder=E2=80=99s Fee

Only a licensed real estate broker or salesperson can charge you a = fee for=20 the purpose of finding an apartment. The amount, due date, and the = purpose of=20 the fee must be disclosed to you prior to any transaction. There in no = set=20 amount to the fee, as it is a contractual arrangement between the = licensed=20 broker or salesperson and you (M.G.L c. 112, =C2=A7 87DDD-1/2).

Pre-payments

Before you move in, the landlord can only collect the first and last = month=E2=80=99s=20 rent, one month=E2=80=99s security deposit, and the purchase and = installation costs for=20 a lock and key (M.G.L. c. 186, =C2=A7 15B).

Rights Against Unlawful Discrimination

Massachusetts law prohibits discrimination in housing on the basis of = race,=20 religion, national origin, age, ancestry, military background or = service, sex,=20 sexual preference, marital status, blindness, deafness, or the need of a = guide=20 dog, except owner-occupied two family dwellings (M.G.L. c. 151B, =C2=A7 = 4). No=20 landlord can refuse to rent you an apartment because you receive a = rental=20 subsidy, because the apartment contains lead, or, with some exceptions, = because=20 you have children.

Before Agreeing to a Tenancy (or Signing a Lease)

Do not put money down unless you are sure you want the apartment. = Although=20 you may be legally entitled to the return of your money up until the = landlord=20 formally accepts you as a tenant, that money may be difficult to = recover.
Calculate the anticipated costs of utilities (i.e., heat, = electricity)=20 when determining which apartments you can afford.
Know what is expected of you in terms of pre-payments or a = finder=E2=80=99s=20 fee.
Finding an apartment.
Check the apartment to ensure that it is in acceptable condi-tion. = Put all=20 agreements for repairs in writing.
Evaluate the proposed tenancy agreement and the response record of = a=20 non-resident superintendent to =E2=80=9Cafter hours=E2=80=9D = emergencies.
Talk with perspective neighbors about the competency and = reputation of the=20 landlord and/or management company.

Rental Agreements

According to state consumer protection regulations, a landlord must = include=20 the following in a written rental agreement:

The names, addresses, and telephone numbers of the owners and = other=20 persons who are responsible for the care, main-tenance, and repair of = the=20 property;
The name, address, and telephone number of the person authorized = to=20 receive notices of violations of law and to accept notice of a lawsuit = on=20 behalf of the owner;
The amount of the security deposit and disclosure of the rights = under the=20 Security Deposit Law.

If the landlord uses a lease that contains any provision that = conflicts with=20 the Security Deposit Law and attempts to enforce that provision or = attempts to=20 obtain from you or a prospective tenant a waiver of any provision of the = Security Deposit Law, the landlord cannot keep your security deposit for = any=20 reason including making deductions for damages.

You may want to meet the landlord of a small owner occupied building = before=20 you sign the agreement. This tends to foster a good and congenial = relationship=20 from the start.

The landlord also must give you an executed copy of the rental = agreement=20 within 30 days of your signing it (940 CMR 3.17 (3)). You and the = landlord may=20 agree verbally to the terms of your tenancy. It is safer, however, to = get all=20 terms in writing.

Types of tenancy

Your legal rights may vary depending on what type of tenancy you = have.

A Tenant with a Lease is one who signs a lease to = rent a=20 particular apartment for a specified period of time. Under this tenancy, = the=20 landlord cannot increase your rent until the end of the lease, and = cannot=20 attempt to evict you before the end of your lease, unless you violate = the lease=20 agreement. You are legally obligated to pay your rent until the end of = the=20 lease. However, if you need or choose to move out before the end of the = lease,=20 in most circumstances the landlord has a duty to mitigate his/her loss = by=20 looking for another tenant to replace you.

A Tenant at Will is one who occupies a rented = apartment=20 without a lease, but pays rent periodically (typically monthly). The = agreement=20 for the Tenancy at Will may be either written or verbal. Either the = landlord or=20 you may terminate this arrangement at any time by giving written notice = of 30=20 days or one full rental period in advance, whichever is longer. No = reason is=20 required to terminate a Tenancy at Will. If your landlord wants to raise = your=20 rent, s/he must send you a proper legal notice terminating your tenancy, = and=20 then make you an offer to remain in the apartment for the increased = rent.

If your tenancy is subsidized, you may have different rights = and=20 responsibilities than those summarized in this information.

Paying the rent

As a tenant, you have a legal responsibility to pay your landlord for = the use=20 of a place that is in decent condition. Massachusetts law also provides = you with=20 rights that protect the payments you make to the landlord (M.G.L. c. = 186, =C2=A7=20 15B).

Pre-payments

It is an unfair or deceptive practice for a landlord to demand that = you=20 pre-pay rent in excess of that allowed by law. (See section on Finding = an=20 Apartment.)

Late Payment Penalty

A landlord cannot charge interest or a penalty on late rent until 30 = days=20 after the due date. However, the landlord can begin the eviction process = immediately, even if the rent is only one day overdue. The landlord also = cannot=20 use a reverse penalty clause to encourage you to pay early. For example, = it is=20 illegal for a landlord to reduce the rent by 10% if the rent is paid = within the=20 first five days of the month.

Rent Increases

A rental increase may be any amount the landlord wishes to charge. = Rent for a=20 Tenant with a Lease can be increased only when the lease term expires. = Tenants=20 at Will may face a rent increase at any time, as long as notice is = received at=20 least one full rental period, but not less than 30 days, before it = becomes=20 effective.

Security deposits & last month=E2=80=99s rent

Last month=E2=80=99s rent is the pre-payment to the = landlord for the=20 last month of tenancy. A security deposit is a deposit = of money=20 to the landlord to ensure that rent will be paid and other = responsibilities of=20 the agreement will be performed. Neither may be greater that the amount = of the=20 first month=E2=80=99s rent. If the landlord later raises the rent, s/he = can require you=20 to increase the amount of last=E2=80=99s month=E2=80=99s rent to equal = the new rent. Neither the=20 landlord nor you can transfer one for the use of the other without the = other=20 party=E2=80=99s consent.

Receipts: Upon receiving the last month=E2=80=99s = rent and/or a=20 security deposit, the landlord must give you a receipt for each = pre-payment. If=20 the landlord collects the last month=E2=80=99s rent, s/he must give you = a statement=20 indicating that you are entitled to interest on this rent and that you = should=20 provide the landlord with a forwarding address at the termination of = tenancy=20 where interest can be sent.

Interest: The landlord must pay interest = on both=20 the security deposit and the last month=E2=80=99s rent. = The payment of=20 interest on the security deposit and last month=E2=80=99s rent has been = required by law=20 since January 1, 1972, and April 1, 1984, respectively.

Security Deposit: You are entitled to either 5% = interest or=20 whatever lesser amount is received from the bank where the deposit has = been=20 held, if you live in the apartment for at least one year. The law = requires the=20 landlord to hold a security deposit in a separate, interest-bearing = account in a=20 Massachusetts bank. Within 30 days of receiving your deposit, the = landlord must=20 give you a receipt identifying the bank=E2=80=99s name and address, the = account number,=20 and the amount of the deposit.

Last Month=E2=80=99s Rent: You are entitled to = either 5% interest or=20 whatever lesser amount is received from the bank where your rent was = held. If=20 the last month=E2=80=99s rent is not held in a bank account, the = landlord must pay 5%=20 interest per year. You do not have to live in your apartment for one = year to be=20 eligible for the interest.

Payment of Interest: Interest is payable to you each = year on=20 the anniversary date of your tenancy. The landlord must send you a = statement of=20 the interest owed, and must either include the interest or allow you to = deduct=20 the amount from the next rental payment. If you do not receive the = interest=20 within 30 days of the anniversary, then you may deduct the interest from = the=20 next month=E2=80=99s rent. Once you terminate your tenancy, any interest = owed to you=20 must be paid within 30 days of termination.

Statement of Condition: If a landlord or agent takes = a=20 security deposit, s/he must give you a signed, separate statement of the = present=20 condition of your apartment including a comprehensive list of any = existing=20 damage. The landlord/agent must provide you with this statement upon = receipt of=20 the deposit or within 10 days after the tenancy begins, whichever is = later. If=20 you do not agree with the contents of the statement, you must return a = corrected=20 copy to the landlord within 15 days after you receive the list or 15 = days after=20 you move in, whichever is later. If you fail to return the list and = later sue to=20 recover your security deposit, a court may view your failure to do so as = your=20 agreement that the list is complete and correct. If you submit a = separate list=20 of damages, the landlord must return it within 15 days of receipt with a = clear=20 written response of agreement or disagreement.

The signed statement and the original condition statement are the = basis upon=20 which future deductions for damage will be made. If the landlord does = not send=20 you a Statement of Condition, you should write your own and send a copy = to the=20 landlord or agent and keep a copy for your records.

Damage Deduction for Security Deposits: The landlord = must=20 return your security deposit or balance within 30 days after the = termination of=20 tenancy. The landlord can only deduct for the following:

Any unpaid rent which has not been withheld validly or deducted in = accordance with the law;
Any unpaid increase in real estate taxes if you were obligated to = pay it=20 under a valid tax escalator clause in your lease;
A reasonable amount necessary to repair any damage caused by you, = any=20 person under your control, or any person on the premises with your = consent.=20 Pet damage can also be deducted. You do not have to pay for reasonable = wear=20 and tear associated with normal use.

If the premises are damaged, the landlord must provide you with a = detailed=20 list of damages and their necessary repairs within 30 days after the = tenancy=20 ends. The landlord or agent must swear to this list under the pains and=20 penalties of perjury. In addition, the landlord or agent must provide = you with=20 written evidence indicating the actual or estimated cost of these = repairs, such=20 as estimates, bills, invoices, or receipts.

Transfers of Pre-payments to New Landlords: Upon = sale or=20 transfer of the building, the landlord must credit the last = month=E2=80=99s rent and=20 security deposit with any accrued interest to the new landlord. The new = landlord=20 must give written notice of the transfer within 45 days of receiving = your money.=20 If the former landlord fails to transfer the pre-payments to the new = landlord,=20 s/he is still liable, but the new landlord shall also be obligated to = you for=20 the amount of the pre-payments. The new landlord can satisfy this = obligation by=20 granting you free rent for a time equivalent to the payments made.

You are entitled to the immediate return of your = security=20 deposit plus accrued interest if the landlord:

Fails to make the security deposit records available for=20 inspection
during office hours; or
Fails to deposit the security deposit into a separate, = interest-bearing=20 account in a Massachusetts bank; or
Fails to provide you, within 30 days of receipt of the security = deposit, a=20 receipt with the name and location of the bank and the amount and = account=20 number of the deposit.

The landlord cannot keep any portion of your security deposit = for any=20 reason, including making deductions for damages, or counterclaim for any = damage=20 to the premises in a court action by you to recover a security deposit = if the=20 landlord . . .

Uses a lease which contains provisions conflicting with the = Security=20 Deposit Law and attempts to enforce these provisions or attempts to = get you to=20 sign a waiver of rights; or
Fails to deposit the security deposit into a separate, = interest-bearing=20 account in a Massachusetts bank; or
Fails to transfer the security deposit or last month=E2=80=99s = rent to the new=20 landlord after the sale of the rental property; or
Makes deductions for damages and fails to furnish you with an = itemized=20 list of damages within 30 days after termination of tenancy.

You may be entitled to three times the amount of the security = deposit=20 or the remaining balance to which you are entitled after lawful = deductions with=20 interest, plus court costs and reasonable attorney=E2=80=99s fees if the = landlord . .=20 .

Fails to deposit the security deposit into a separate, = interest-bearing=20 account in a Massachusetts bank; or
Fails to transfer the security deposit or last month=E2=80=99s = rent to the new=20 landlord after the sale of the rental property; or
Fails to return the security deposit (or balance after lawful = deductions)=20 with interest within 30 days after termination of tenancy.

If the landlord fails to pay you any interest to which you = are=20 lawfully entitled (including interest on the security deposit and = interest on=20 the last month=E2=80=99s rent) within 30 days after termination of the = tenancy, you may=20 be entitled to three times the interest, plus court costs, and=20 reasonable attorney=E2=80=99s fees.

Tenants=E2=80=99 rights

Rights Against Unlawful Entry

Your landlord, or an agent for your landlord, may only enter your = apartment=20 for the following reasons:

To inspect the premises;
To make repairs;
To show the apartment to a prospective tenant, purchaser, = mortgagee or its=20 agents;
In accordance with a court order;
If the premises appear to be abandoned; or
To inspect the premises within the last 30 days of tenancy in = order to=20 determine the amount of damage to be deducted from the security=20 deposit.

The landlord should be reasonable and attempt to arrange a mutually=20 convenient time to visit the apartment. If the landlord insists on = entering your=20 apartment in an unreasonable fashion, you may file for a temporary = restraining=20 order at your local district court (M.G.L. c. 186, =C2=A7=C2=A7 14 and = 15B).

Rights Against Retaliation

Although the landlord of a Tenant at Will or under lease can = terminate the=20 tenancy or raise the rent without reason, s/he cannot do so in response = to your=20 exercising your legal rights. If the landlord tries to raise the rent, = terminate=20 or otherwise change your tenancy within six months of when you contact = the Board=20 of Health, join a tenants=E2=80=99 organization, or exercise other legal = rights, the=20 landlord=E2=80=99s action will be considered retaliation against you, = unless the=20 landlord can prove otherwise. The landlord will have the burden to prove = that=20 your tenancy was changed for reasons other than your having exercised = your=20 rights (M.G.L. c. 186, =C2=A7 18).

Habitability Rights

You are entitled to a safe and habitable living environment = throughout your=20 entire tenancy. The State Sanitary Code protects the health, safety and=20 well-being of tenants and the general public (105 CMR 410). The local = Boards of=20 Health enforce the Code. (Note: In Boston, it is the Housing Inspection=20 Department.) Copies of the Code may be purchased from the State House = Bookstore,=20 State House, Room 116, Boston, MA 02133, (617) 727-2834.

The following is a sampling of provisions outlined in the Code:

Water: The landlord must provide you with enough = water, with=20 adequate pressure, to meet your ordinary needs. Under certain limited=20 circumstances, you can be charged for water costs so long as it is = clearly noted=20 in your written rental agreement and there is a separate meter for your = unit.=20 The landlord must also provide the facilities to heat the water at a = temperature=20 between 110=C2=BA F and 130=C2=BA F, however your written tenancy = agreement or lease may=20 require you to pay for and provide the fuel to heat the water.

Heat: The landlord must provide a heating system in = good=20 working order. The landlord must pay for the heat, unless your lease = requires=20 you to pay for it. From September 16 to June 14, every room must be = heated to at=20 least 68=C2=BA F between 7:00 AM and 11 PM, and at least 64=C2=BA F at = all other hours.=20 During the heating season, the maximum heat allowable in the apartment = is 78=C2=BA=20 F.

Kitchens: The landlord must provide within the = kitchen: a=20 sink of sufficient size and capacity for washing dishes and kitchen = utensils, a=20 stove and oven in good repair (unless your written lease requires you to = provide=20 your own), and space and proper facilities for the installation of a=20 refrigerator. The landlord does not have to provide a refrigerator. If a = refrigerator is provided, however, the landlord must keep it in working=20 order.

Cockroaches and Rodents: The landlord must maintain = the unit=20 free from rodents, cockroaches, and insect infestation, if there are two = or more=20 apartments in the building.

Structural Elements: Every landlord must maintain = the=20 foundation, floors, walls, doors, windows, ceilings, roof, staircases, = porches,=20 chimneys, and other structural elements of the dwelling so that it = excludes=20 wind, rain, and snow; is rodent-proof, weathertight, watertight, and = free from=20 chronic dampness; in good repair, and in every way fit for its intended = use.

Snow Removal: Every exit used or intended for use by = occupants of more than one dwelling unit or rooming unit shall be = maintained=20 free from obstruction.

Tenants=E2=80=99 remedies

Rent Withholding

The Massachusetts Supreme Judicial Court ruled that when a landlord = fails to=20 maintain a dwelling in habitable condition, a tenant may properly = withhold a=20 portion of the rent from the date the landlord has notice of this breach = of=20 warrant of habit-ability. Rent withholding can be a useful tool to force = repairs, but it is a serious step and should be dealt with carefully. = You may=20 want to get legal advice before withholding your rent since the landlord = may try=20 to evict you for non-payment of rent.

You may withhold a portion of your rent = if:

You have appealed to your landlord in writing to make the = necessary=20 repairs or
Your local Board of Health has inspected your apartment and found = health=20 code violations and notified your landlord or
You are current in your rent up until the time your landlord = learns of the=20 problem, you are not the cause of the problem, and the unsanitary = conditions=20 do not require the apartment to be vacated to make repairs.

Deciding how much to withhold is based on each situation. You need = only pay=20 the fair rent for your unit given its defective condition. Once = the=20 landlord has repaired all defects, the tenant must pay all withheld=20 rent (M.G.L. c. 239, =C2=A7 8A).

Repair and Deduct

You may make emergency repairs in an apartment or common living area = and=20 deduct up to four months future rent to pay for them, if = three=20 conditions are met:

The local Board of Health or other code enforcement agency has = certified=20 that the present conditions endanger your health or safety; and
The landlord receives written notice of the existing violations = from the=20 inspecting agency; and
The landlord is given five days from the date of notice to begin = repairs=20 or to contract for outside services and 14 days to substantially = complete all=20 necessary repairs. (The inspecting agency or court may shorten this = time=20 frame.)

Remember: If you contract to make repairs and then = deduct=20 the cost from the rent, you must retain a receipt. Further, if the costs = are=20 deemed to be unreasonable, you will only be able to deduct that portion = which is=20 reasonable.

If you qualify under the requirements of =E2=80=9Crepair and = deduct,=E2=80=9D you may treat=20 your lease as void. You then have the right to move out if you choose = not to=20 make repairs. However, you must pay the fair rental value for = the period=20 you occupied the apartment, and you must vacate within a reasonable = period of=20 time (M.G.L. c. 111, =C2=A7 127L).

Shutoff Rights

The landlord cannot cause the removal or shutoff of the utilities = except for=20 a temporary period during repair or emergencies. In cases when a = landlord=E2=80=99s=20 account is about to be shut off for non-payment, the utility company = must notify=20 you 30 days before the scheduled termination. You also may be asked to = pay part=20 of the overdue bill to the utility, and deduct that payment from your = rent.=20 Contact the Department of Public Utilities at 1-800-392-6066 for more=20 information (M.G.L. c. 164, =C2=A7 124A-I).

Eviction

A landlord cannot lock you out or throw you out of your apartment = without a=20 judge=E2=80=99s order. If you are being evicted, Massachusetts law = provides you with=20 some protections. You may wish to consult with an attorney.

Terminating and Reviving your Tenancy

Tenants with a Lease: Your landlord may attempt to = evict you=20 if you have not been paying your rent, or if you or people under your = control=20 have caused excessive damage to your apartment or you have violated the = terms of=20 your lease. Your landlord must first send you a =E2=80=9CNotice to = Quit=E2=80=9D your tenancy.=20 If the landlord is terminating your tenancy for non-payment of rent, = s/he must=20 send you a =E2=80=9C14-Day Notice to Quit=E2=80=9D (M.G.L.c.186, = =C2=A7=C2=A7 11 and 12). Your lease will=20 specify the notice requirement for other terminations; it is typically=20 seven days.

If you are being evicted for non-payment of rent, you may avoid the = eviction=20 if you pay all rent owed, plus interest, and the landlord=E2=80=99s cost = of filing an=20 eviction case on or before the date your Answer is due.

Tenants at Will: Your landlord must send you a = =E2=80=9C14-Day=20 Notice to Quit=E2=80=9D if terminating your tenancy for non-payment of = rent (M.G.L. c.=20 186, =C2=A7 12). If it is being terminated for any other reason, you = must be given=20 written notice 30 days, or one full rental period in advance, whichever = is=20 longer.

If you are being evicted for non-payment of rent, you may avoid the = eviction=20 by paying the rent due within 10 days of receiving this notice, as long = as this=20 is the first notice you have received within the last = 12=20 months. If there is no statement of your right to revive the tenancy in = the=20 Notice, you have until the date your Answer is due.

Landlords of tenants with rent subsidies must follow the eviction = procedures=20 in their rent subsidy contract and lease agreement.

Summary Process and Complaint

After the notice period passed, the landlord must deliver to you a = =E2=80=9CSummary=20 Process and Complaint.=E2=80=9D This officially informs you that the = landlord is taking=20 legal action against you. It will state the date of the eviction hearing = and the=20 date on which the Answer must be filed.

Answer

The Answer is a written response from you stating why you should not = be=20 evicted. It also gives you the chance to make counterclaims against your = landlord, which may include health Sanitary Code violations, = retaliation,=20 harassment, security deposit violations, or improper eviction procedure. = The=20 Answer must be received by the court and the landlord the Monday before = your=20 court date. Keep a copy for yourself.

Judgment and Appeal

If you lose the case, you may appeal the decision and request a new = hearing.=20 If you appeal, you must file a Notice to Appeal within 10 days after the = date=20 the judgment is entered. An appeal bond is usually required, but may be = waived=20 if you cannot afford it; and you have a non-frivolous defense.

Execution

The execution is the judge=E2=80=99s eviction order; the landlord = cannot physically=20 evict you without this paper. If a physical eviction is allowed, the = court will=20 give the landlord the execution 10 days after the judgment is entered. = You must=20 receive written notice of the date and time the physical eviction will = take=20 place at least 48 hours in advance. On the date set in the 48-hour = notice, you=20 must leave apartment.

The landlord may use the execution anytime within a three-month = period.=20 However, if you were evicted for non-payment of rent, and the landlord = accepts=20 payment of the entire amount won in the summary process action and your = current=20 rent, then the landlord cannot use the execution at any point and must = return it=20 to the court (M.G.L. c. 239, =C2=A7 3).

The Stay of Execution

If the eviction was not your fault or you cannot in good faith find a = place=20 to live, you may be able to convince a judge to grant you a Stay of = Execution,=20 allowing you to stay in your apartment for up to six months. Elderly or = disabled=20 tenants can request a stay of up to one year.

If you are being evicted for non-payment of rent, you do not have any = legal=20 basis to request a stay. However, if your damages (which may arise from=20 counterclaims filed against the landlord) are less than the amount owed = to the=20 landlord (e.g. back rent), you have seven days to avoid eviction by = paying the=20 balance, with interest, and court costs (M.G.L. c. 239, =C2=A7 8A).

Eviction

When the date written on the execution order arrives, you must move = out. If=20 you do not, a sheriff or constable may remove your belongings and place = them in=20 storage, unless you give permission to have them put on the street. If = your=20 belongings are put in storage, the mover should make a descriptive list = of all=20 stored items. Your former landlord has the right to sue to recover these = eviction costs. The storage company will have a lien on your belongings, = which=20 can be enforced by selling your goods. The storage company, however, = cannot sell=20 your belongings without waiting six months. You are not required to pay = back=20 rent to get your furniture out of storage. But, you still owe the amount = the=20 court finds due, until you pay it for 20 years hence (M.G.L. c. 239, = =C2=A7 4).

Moving out

Before you move out, you should consider scheduling an appointment = with the=20 landlord for an inspection of your apartment. This may help prevent = future=20 disputes with your landlord about apartment damage. Review the Statement = of=20 Condition form if you gave the landlord a security deposit. On the day = you=20 leave, be sure to clean the apartment. You also may want to take and = date=20 pictures of the condition of the apartment at the moment you move out. = These=20 photographs may help resolve security deposit disputes. If you paid the = landlord=20 a security deposit or last month=E2=80=99s rent, leave the landlord your = forwarding=20 address so s/he can mail you any interest you are owed.

Documents

Keep good records of rent payments, complaints, contacts with your = landlord,=20 attempts at repair, correspondence, and other important events and = documents=20 relating to your tenancy. These will help you resolve disputes in court = and=20 out.

Sources of help

Housing Discrimination:
Massachusetts Commission = Against=20 Discrimination
(617) 994-6000

Licensing of Real Estate = Brokers/Salespersons:
Division=20 of Registration
Information: Real Estate Board (617) = 727-2373
Complaints:=20 Office of Investigations (617) 727-7406

Lead Paint Removal:
Department of Public=20 Health
Childhood Lead Poisoning Prevention Program
(617) 624-5757; = Toll=20 Free: (800) 532-9571

Face-to-Face Mediation:
For the program in your = area=20 call:
Attorney General=E2=80=99s Consumer Hotline
617-727-8400; www.mass.gov/ago

Housing Consumer Education Center:
(800) = 224-5124
http://www.masshousinginfo.org/<= /A>

To Obtain Legal Assistance:
Massachusetts Bar = Association=20 Lawyer Referral Program
(617) 654-0400; Toll Free in MA: (800) = 392-6164

This publication provides general information about Massachusetts = consumer=20 issues and procedures. It is not designed to address all questions in = detail and=20 consumers are encouraged to seek further guidance by contacting the = agency=20 directly.

=C2=A9 2008 Commonwealth of Massachusetts=20
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