Procedure and investigation of customer complaint

(a) Within fourteen (14) days of receipt of a customer complaint, a person within the division, as designated, shall notify the customer and the licensee in writing that the complaint was received, and that it shall be subject to further review. (b) Within thirty (30) days of receiving a customer complaint, it shall be reviewed by a person designated. The review shall consist of: 1. A determination of whether the complaint is complete and all relevant documents are attached; and 2. A determination of whether the complaint states facts which if true, give rise to one or more violations of sections 14-51 through 14-66b, inclusive, of the Connecticut General Statutes, the regulations adopted thereunder, or both. (c) In the event that the complaint is incomplete, the person designated to review the complaint shall state in writing what deficiencies exist in the complaint, and notify the customer by mail. The customer shall have thirty (30) days to correct the deficiencies noted. At his or her discretion, the person designated to review the complaint may permit the customer additional time to submit materials, provided the customer has contacted the division within the original time period allotted to correct deficiencies. In the event that the deficiencies are not corrected within the specified time period or any extension of that time period, no action shall be taken on the complaint, the complaint file shall be closed, and the customer and the licensee shall be so notified in writing. (d) In the event that the complaint does not state facts that give rise to a violation of sections 14-51 though 14-66b, inclusive, of the Connecticut General Statutes, the regulations adopted thereunder, or both, the person designated to review the complaint shall notify the customer and the licensee in writing that the department does not have jurisdiction over the matter, and shall not proceed with the complaint. (e) If after review it is determined that a complaint is complete and states one or more violations of sections 14-51 through 14-66b, inclusive, of the Connecticut General Statutes, the regulations adopted thereunder, or both, the person designated to review the complaint shall notify the customer and the licensee in writing. The written notification shall relate the particular matters involved in the complaint, and shall inform the licensee that it must file with the division a written response to the matters alleged in the complaint within thirty (30) days of the date of the written notification. If the licensee fails to respond within the thirty (30) day period, the division shall send one additional notice to the licensee stating that failure to respond within a ten (10) day period from the date of the letter may result in an action against its license. (f) Upon receipt of the licensee's response, the person designated to review the complaint shall: 1. Recommend that a resolution of the complaint be attempted through voluntary mediation; 2. Recommend that the complaint proceed directly to an investigation; or 3. Determine that no action is to be taken, and indicate the reason for that determination.