§ 8A-337. Records; inquiry or complaint handling; inspection.

(a)

A mover shall maintain moving records which shall include, but not be limited to, all estimates and contracts for services. All such records held by the mover shall be available for inspection and copying by the Director, for a period of at least five (5) years from the date of completion of performance of the contract for service.

(b)

A mover shall establish and maintain a procedure for responding to inquiries and complaints from shippers. The procedure shall include a means whereby the shipper may communicate with the principal office of the mover by telephone.

(c)

The mover shall retain and make part of the file relating to a shipment a written record of all complaints and inquiries received from a shipper.

(d)

All complaints and inquiries on file with the Director pertaining to a contract for service or mover shall be a public record open to public inspection as required by state law.

(e)

The premises and all commercial motor vehicles of all movers shall be open to the Director for inspection, investigation or for such other purposes as are necessary for the enforcement and administration of this article during the business hours of the mover and in no event not less than between the hours of 9:00 a.m. to 5:00 p.m., Monday through Friday, except legal holidays.

(f)

Each complaint filed with the Director against a moving company shall be provided to the moving company by the Director and the moving company shall promptly and thoroughly investigate said complaint. If the complaint cannot be satisfied within ten (10) days from receipt by the moving company, the moving company shall advise the Director of the status of the complaint and the reason for the delay. A moving company shall object to or satisfy the complaint filed by the consumer and provide the Director with a written response stating the disposition of the complaint, the specific reasons for the objection, if applicable, no later than ninety (90) days after receipt of the complaint by the moving company.

(Ord. No. 94-136, § 1, 7-12-94; Ord. No. 01-108, § 1, 6-19-01)