---
kind: "section"
citation: "49 C.F.R. § 375.209"
title: "49"
number: "375.209"
heading: "How must I handle complaints and inquiries?"
url: "https://uscodex.org/cfr/49/375.209"
---

# §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 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

[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

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

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

### Amendments

[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]