Massachusetts Vehicle Check - Mass08 Management Module ...

Non-Commercial
Hotline hours exclude New Years Day, Memorial Day, Independence Day, Labor
Day, Thanksgiving, and Christmas Day. For calls outside of normal business hours,
customers can leave a message and will receive a return call. Customer service
representatives will provide information for all types of motor vehicle inspections and
registration, including status, suspension, and reinstatement rules and procedures.
Registered Repair Stations (RRS) will be encouraged to call the hotline with specific
repair related issues. The CSR will open a ticket to document the issue. The CSR will
contact the Motorist Assistance Center (MAC) L-1 Tech closest to the location of the RRS
and forward the call details for resolution. The MAC L-1 Tech will return the Registered
Repair Tech’s call to assist in the resolution of the issue. Upon resolution, the MAC L-1 Tech
will summarize the resolution and the ticket will be updated and closed accordingly.
As an inspector, it is your responsibility to inform motorists of their “potential”
eligibility for certain options such as: Repair Extensions, Emission Waivers, etc. Do not
attempt to cite the eligibility requirements of available options to motorists by memory or to
guarantee eligibility for any option. Instead, present the material provided by the
Massachusetts Vehicle Check program, which describes the requirements for the options, and
advise the motorist to call the 866-941-6277 (866-941-MASS) hotline for questions and
locations of MACs.
Massachusetts Vehicle Check
Ch. 5 - 12