N.Y. Comp. Codes R. & Regs. tit. 9 § 5014.18

Current through Register Vol. 46, No. 51, December 18, 2024

Section 5014.18 - Courier customer complaints

Each courier service shall maintain for a period of two years a record of each courier customer complaint, the inquiry or investigation undertaken by the licensee, action taken by the licensee to resolve the complaint and the final disposition of the complaint. Such records shall contain the original or copies of the complaint, all written communications between the licensee and the complainant, all documents or telephone recordings created in connection with a complaint and any documentation provided to the courier customer by the licensee. Such courier customer complaint records shall include:

(a) the name and address of the complainant;

(b) the purpose of the complaint;

(c) the date the complaint was received by the courier service;

(d) the complaint denial whenever a complaint is denied; and

(e) any additional information used by the courier service in determining how to resolve the complaint.

The courier service shall also maintain a permanent record summarizing the number and nature of consumer complaints and the resolution or outcome of such complaints.

N.Y. Comp. Codes R. & Regs. Tit. 9 § 5014.18

Adopted New York State Register April 10, 2019/Volume XLI, Issue 15, eff.4/10/2019