Mass. Gen. Laws ch. 112, § 5K

The board is authorized to promulgate rules and regulations relative to the prioritization of investigation of complaints and reports received by the board, and the establishment of timelines for the investigation and resolution of such complaints or reports. In promulgating such rules and regulations, the board shall take into account the frequency and severity of the various types of complaints or reports, the possible threat to public health and safety posed by such complaints or reports and the degree of difficulty in investigating and resolving such complaints and reports.