§ 2-433 Damage Complaint Records.
RCNY § 2-433
(a)Chronological complaint log. Each licensee must maintain a chronological log in an electronic format documenting complaints of damage to vehicles. The log must contain the following information where applicable: (1) Date of complaint; (2) Date licensee received complaint; (3) Name, address, phone number and email address of individual or entity making the complaint; (4) Make and model number of vehicle; (5) Date licensee washed vehicle; (6) Description of complaint; (7) Whether individual or entity making complaint provided photos or other documents; (8) Resolution of complaint, including amount of compensation and method of payment; (9) Name and address of insurance company or third party involved in resolution, if any, and claim number; (10) Date of resolution; (11) Employee or manager who handled the complaint; (12) License plate number of vehicle(s) used to provide Mobile Car Wash Services that are the subject of the complaint; and (13) Name of operator of vehicle used to provide Mobile Car Wash Services that are the subject of the complaint.
(b)Photographs and other documents. The licensee must maintain copies of all documents, relating to the complaint, including photographs, provided by the individual or entity making the complaint, third parties or the licensee.
(c)Method of electronic recordkeeping. The licensee must make an electronic record of the log by one of the following methods: (1) Within twenty-four hours after the complaint is received, entering the information in English on an electronic Excel spreadsheet provided by the Department and made accessible at an Internet address provided by the Department, or (2) Within twenty-four hours after the complaint is received, entering the information in English on a spreadsheet, local application or web-based system that: (i) has all fields named, ordered and in all respects identical to the fields in the Excel file provided by the Department and; (ii) is in an Excel-readable format.
(3)If the complaint is not resolved the same day as it is received, the resolution information required by paragraph (8) of subdivision (a) must be entered within twenty-four hours after the complaint is resolved.
(d)Format, preservation and production of records.
(1)Electronic records must be maintained in a manner designed to ensure their security and preservation, including by creation of back-up copies.
(2)Upon request by the Department, a licensee must produce electronic records to the Department in the format in which the licensee maintains the electronic files.
