---
kind: "section"
citation: "14 C.F.R. § 382.155"
title: "14"
number: "382.155"
heading: "How must carriers respond to written complaints?"
url: "https://uscodex.org/cfr/14/382.155"
---

# §382.155. How must carriers respond to written complaints?

- (a) As a carrier providing service using aircraft with 19 or more passenger seats, you must respond to written complaints received by any means (e.g., letter, fax, e-mail, electronic instant message) concerning matters covered buy this part.
- (b) As a passenger making a written complaint, you must state whether you had contacted a CRO in the matter, provide the name of the CRO and the date of the contact, if available, and enclose any written response you received from the CRO.
- (c) As a carrier, you are not required to respond to a complaint postmarked or transmitted more than 45 days after the date of the incident, except for complaints referred to you by the Department of Transportation.
- (d) As a carrier, you must make a dispositive written response to a written disability complaint within 30 days of its receipt. The response must specifically admit or deny that a violation of this part has occurred.
  - (1) If you admit that a violation has occurred, you must provide to the complainant a written statement setting forth a summary of the facts and the steps, if any, you will take in response to the violation.
  - (2) If you deny that a violation has occurred, your response must include a summary of the facts and your reasons, under this part, for the determination.
  - (3) Your response must also inform the complainant of his or her right to pursue DOT enforcement action under this part.

## Notes

### Amendments

[Doc. No. DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, as amended at 75 FR 44887, July 30, 2010]

### Authority

Authority: 49 U.S.C. 41702 and 41705, Pub. L. 115-254, and Pub. L. 118-63.

### Source

Source: Doc. No. DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, unless otherwise noted.

### Amendments

[Doc. No. DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, as amended at 75 FR 44887, July 30, 2010]