(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.
(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.