49 C.F.R. § 375.209 How must I handle complaints and inquiries?
Title 49 - Transportation
(a) You must establish and maintain a procedure for responding to complaints and inquiries from your individual shippers. (b) Your procedure must include all four of the following items: (1) A communications system allowing individual shippers to communicate with your principal place of business by telephone. (2) A telephone number. (3) A clear and concise statement about who must pay for complaint and inquiry telephone calls. (4) A written or electronic record system for recording all inquiries and complaints received from an individual shipper by any means of communication. (c) You must produce a clear and concise written description of your procedure for distribution to individual shippers.
Title 49: Transportation
PART 375—TRANSPORTATION OF HOUSEHOLD GOODS IN INTERSTATE COMMERCE; CONSUMER PROTECTION REGULATIONS
Subpart B—Before Offering Services to My Customers
General Responsibilities
§ 375.209 How must I handle complaints and inquiries?
