Each licensee shall maintain a secured-access website and
toll-free telephone service consistent with the provisions of Sections 5-55 and
5-65 of the Act. The secured-access website and toll-free telephone service
shall, at a minimum, provide borrowers and cosigners with capabilities
reasonably adequate for efficiently handling communications, questions, and
other matters relating to an existing loan. In determining whether the
secured-accessed website and toll-free telephone service are provided in a
reasonably adequate manner, the Director will consider consumer complaints
received regarding the licensee and information obtained from examinations
conducted and reports filed pursuant to the Act.
