Are monument establishments responsible for handling customer complaints?
Yes. Monument establishments must have written procedures for the receipt, investigation, and disposition of customer complaints and ensure that their staff who receive or process customer complaints are familiar with and follow the procedures. • Should monument establishments have a consumer complaints log? All monument establishments should maintain for inspection by the Department records of written complaints received by the monument establishment. The complaint records should include a chronological log of written complaints received, in which the name and address of each complainant and date of complaint is entered consecutively within 10 business days of receipt of each complaint. The original or complete copy of each written complaint received by the monument establishment and all subsequent correspondence related to such complaint shall be maintained by the monument establishment, for inspection by the Department, for the longer of 24 months or 12 months after the most recent
