§ 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:
(b)(1) A communications
system allowing individual shippers to communicate with your principal place of
business by telephone.
(b)(3) A clear and concise
statement about who must pay for complaint and inquiry telephone calls.
(b)(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.
[68 FR 35093,