10.7 Complaint and Inquiry Handling Requirements

Household goods motor carriers must establish and maintain a procedure for responding to complaints and inquiries from their individual shippers. The carrier’s procedure must include all three of the following items:

1. A communications system allowing individual shippers to communicate with the household goods motor carrier’s 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. Refer to 49 CFR 375.209.

Also review the following: 

49 CFR 370.3 - Filing of claims

49 CFR 370.5 - Acknowledgment of claims

49 CFR 370.7 - Investigation of claims

49 CFR 370.9 - Disposition of claims