(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)(2) A telephone number.

(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, Jun. 11, 2003]