Section 14-63-45c - Procedure and investigation of customer complaint(a) Within fourteen (14) days of receipt of a customer complaint, a person within the division, as designated, shall notify the customer and the licensee that the complaint was received, and that it shall be subject to further investigation. The investigation shall consist of: 1. A determination of whether the complaint is complete and all relevant documents are attached; and2. A determination of whether the complaint states facts which if true, give rise to one or more violations of sections 14-51 through 14-66c, inclusive, of the Connecticut General Statutes, the regulations adopted thereunder, or both.(b) In the event that the complaint is incomplete, the investigator shall notify the customer what deficiencies exist in the complaint. The customer shall have twenty (20) days to correct the deficiencies noted. The investigator shall provide the customer, in writing, the date by which any deficiencies are due to the division. At his or her discretion, the investigator may permit the customer additional time to submit materials, provided the customer has contacted the division within the original time period allotted to correct deficiencies. In the event that the deficiencies are not corrected within the specified time period or any extension of that time period, no action shall be taken on the complaint, the complaint file shall be closed, and the customer and the licensee shall be so notified. The investigator shall keep a written record of all conversations with the customer and include such record in the customer complaint file.(c) In the event that the complaint does not state facts that give rise to a violation of sections 14-51 through 14-66c, inclusive, of the Connecticut General Statutes, the regulations adopted thereunder, or both, the investigator shall notify the customer and the licensee in writing that the department does not have jurisdiction over the matter, and shall not proceed with the complaint.(d) If after investigation it is determined that a complaint is complete and states one or more violations of sections 14-51 through 14-66c, inclusive, of the Connecticut General Statutes, the regulations adopted thereunder, or both, the investigator shall notify the customer and the licensee. The notification shall relate the particular matters involved in the complaint, and shall inform the licensee that it shall respond to the matters alleged in the complaint within ten (10) days of the date of the notification.(e) Upon receipt of the licensee's response, the investigator may: 1. Mediate a voluntary resolution of the complaint that is acceptable to the customer and the licensee;2. Recommend that the complaint proceed to an administrative hearing; or3. Determine that no action is to be taken, and notify the customer and the licensee in writing of the reason for that determination.(f) If the complaint is resolved through voluntary mediation, the licensee shall waive its right to an administrative hearing under Chapter 54 of the Connecticut General Statutes.(g) If the licensee enters into a stipulated agreement, settlement agreement or consent order, and fails to comply with the terms thereof, the licensee's license shall be suspended in accordance with the terms of the stipulated agreement, settlement agreement or consent order.(h) If the investigator determines that there is one or more probable violations of sections 14-51 through 14-66c, inclusive, of the Connecticut General Statutes, or the regulations adopted thereunder, or both, and the division determines that it will take action thereon, the division shall notify the licensee and the customer and shall proceed in accordance with the Department of Motor Vehicles Rules of Practice as set forth in sections 14-137-36 through 14-137-39, inclusive, of the Regulations of Connecticut State Agencies, regardless of whether the matter has or has not been settled between the customer and the licensee.Conn. Agencies Regs. § 14-63-45c
Adopted effective December 2, 2009; Amended July 2, 2014