§375.209. How must I handle complaints and inquiries?

49 C.F.R. § 375.209

(a)

You must establish and maintain a procedure for responding to complaints and inquiries from your individual shippers.

(b)

Your procedure must include all three 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 system for recording in writing 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.

Notes, amendments, and revision history

[68 FR 35091, June 11, 2003, as amended at 77 FR 36934, June 20, 2012; 77 FR 59824, Oct. 1, 2012; 83 FR 16224, Apr. 16, 2018]

Authority: 49 U.S.C. 13102, 13301, 13501, 13704, 13707, 13902, 14104, 14706, 14708; subtitle B, title IV of Pub. L. 109-59; and 49 CFR 1.87.

Source: 68 FR 35091, June 11, 2003, unless otherwise noted.

[68 FR 35091, June 11, 2003, as amended at 77 FR 36934, June 20, 2012; 77 FR 59824, Oct. 1, 2012; 83 FR 16224, Apr. 16, 2018]