[Code of Federal Regulations]

[Title 49, Volume 5]

[Revised as of October 1, 2005]

From the U.S. Government Printing Office via GPO Access

[CITE: 49CFR375.209]



[Page 89]

 

                        TITLE 49--TRANSPORTATION

 

                      DEPARTMENT OF TRANSPORTATION

 

PART 375_TRANSPORTATION OF HOUSEHOLD GOODS IN INTERSTATE COMMERCE; 

CONSUMER PROTECTION REGULATIONS--Table of Contents

 

           Subpart B_Before Offering Services to My Customers

 

Sec. 375.209  How must I handle complaints and inquiries?



    (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.