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.
Additionally, the carrier must provide a clear and concise written description of the procedures to individual shippers. 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