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. [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]