N.J. Admin. Code § 17:20-12.22 - Courier service customer complaints

(a) 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 courier service, action taken by the courier service to resolve the complaint, and the final disposition of the complaint. Such records shall contain the original or copies of the customer complaint, all written communications between the courier service and the complainant, all documents or telephone or in-person recordings created in connection with a complaint, and any documentation provided to the courier customer by the courier service. Such courier customer complaint records shall include:

1. The name and address of the complainant;

2. The nature or purpose of the complaint;

3. The date the complaint was received by the courier service;

4. The complaint denial, including the notice to the courier customer of the complaint denial, whenever a complaint is denied; and

5. Any additional information used by the courier service in determining how to resolve the complaint.

(b) The courier service shall maintain a permanent record summarizing the number and nature of consumer complaints and the resolution or outcome of such complaints. These records shall be made available to the Lottery upon request.

(c) A courier service shall display on the courier service website and mobile applications the Lottery's customer service hotline telephone number 1-800-222-0996 for courier service customer complaints.

(d) If a courier service is unable to resolve a complaint after a period of 10 days, the complaint shall be sent to the Division for the Division's review.

Notes

N.J. Admin. Code § 17:20-12.22

Adopted by 50 N.J.R. 1826(b), effective 8/6/2018