815 CMR, § 9.10
A State Department Billing Entity and a Statewide Debt Collection Agency must make reasonable efforts to resolve a dispute within 30 days using all appropriate mechanisms, but in no event shall this resolution period extend beyond the 30th day of May in any fiscal year. If a State Department Billing Entity and a Statewide Debt Collection Agency are unable to resolve a dispute after reasonable efforts, or a significant compliance issue, data breach or other contract issue arises, either party may seek assistance from the Office of the Comptroller to resolve the dispute. Disputes between non-State Department Billing Entities, such as cities, towns, authorities, Federal and other States shall be the responsibility of the Billing Entity and the Office of the Comptroller shall have no responsibility to resolve the dispute other than enforcement of the Statewide Contract terms as negotiated under the Statewide Contract.
815 CMR, § 9.10