FMSCA Regulation 375.209
375.209 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 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.
