49 CFR § 375.209 - How must I handle complaints and inquiries?

---
identifier: "/us/cfr/t49/s375.209"
source: "ecfr"
legal_status: "authoritative_unofficial"
title: "49 CFR § 375.209 - How must I handle complaints and inquiries?"
title_number: 49
title_name: "Transportation"
section_number: "375.209"
section_name: "How must I handle complaints and inquiries?"
chapter_name: "FEDERAL MOTOR CARRIER SAFETY ADMINISTRATION, DEPARTMENT OF TRANSPORTATION"
subchapter_number: "B"
subchapter_name: "FEDERAL MOTOR CARRIER SAFETY REGULATIONS"
part_number: "375"
part_name: "TRANSPORTATION OF HOUSEHOLD GOODS IN INTERSTATE COMMERCE; CONSUMER PROTECTION REGULATIONS"
positive_law: false
currency: "2026-04-05"
last_updated: "2026-04-05"
format_version: "1.1.0"
generator: "[email protected]"
authority: "49 U.S.C. 13102, 13301, 13501, 13704, 13707, 13902, 14104, 14706, 14708; subtitle B, title IV of Pub. L. 109-59; and 49 CFR 1.87."
regulatory_source: "68 FR 35091, June 11, 2003, unless otherwise noted."
cfr_part: "375"
---


# 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 three of the following items:

(1) A communications system allowing individual shippers to communicate with your 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.

(c) You must produce a clear and concise written description of your procedure for distribution to individual shippers.

[68 FR 35091, June 11, 2003, as amended at 77 FR 36934, June 20, 2012; 77 FR 59824, Oct. 1, 2012; 83 FR 16224, Apr. 16, 2018]