The Consumer Review Fairness Act (CRFA) protects consumers’ ability to share their honest opinions about a business’s products, services, or conduct, in any forum, including social media. For example, businesses must comply with the CRFA when attempting to limit or respond to consumer reviews. The Federal Trade Commission (FTC) enforces the CRFA, and believes contracts that prohibit honest reviews or threaten legal action over them harm consumers who rely on reviews when making their purchase decisions—and harm businesses that work hard to earn positive reviews.

In Massachusetts, as in all states, the Consumer Review Fairness Act (CRFA) applies to protect consumers' rights to post honest reviews about businesses' products, services, or conduct. The CRFA, a federal law, makes it illegal for companies to use contracts that impose penalties or fees on customers for such reviews or that bar customers from posting negative comments or honest opinions online, including on social media platforms. The Federal Trade Commission (FTC) is responsible for enforcing the CRFA. Businesses in Massachusetts must ensure that their practices regarding consumer reviews, including any contracts or terms of service they have with consumers, comply with the CRFA. This means they cannot include provisions that threaten or penalize customers for posting negative or honest feedback about their experiences. The aim of the CRFA is to protect the integrity of consumer reviews, which are an essential source of information for potential buyers and a key factor in promoting fair competition among businesses.