Section 361-A:11 - Consumer InquiriesI. Consumer complaints naming licensees under this chapter, which are filed in writing with the office of the commissioner, shall be forwarded via electronic mail or certified mail to the licensee for response within 10 days of receipt by the department. Licensees shall, within 10 days after receipt of such complaint, send a written acknowledgment thereof to the consumer and the department. Not later than 30 days following receipt of such complaint, the licensee shall conduct an investigation of the complaint and either: (a) Make appropriate corrections in the account of the consumer and transmit to the consumer and the department written notification of such corrections, including documentary evidence thereof; or(b) Transmit a written explanation or clarification to the consumer and the department which sets forth, to the extent applicable, the reasons why the licensee believes its actions are correct, including copies of documentary evidence thereof.II. A licensee who fails to respond to a consumer complaint as required by this section within the time prescribed shall pay to the commissioner the sum of $50 for each day such response is overdue. For purposes of this section, the date of submission shall be the date such response is received by the department.III.(a) Licensees which, because of extenuating circumstances beyond the control of the licensee, are unable to comply with the time frames prescribed in this section, may make written request to the commissioner for a waiver of such time frames. Waivers shall not be granted or considered unless the request for the waiver: (1) Is received by the department within 20 days following the licensee's receipt of the complaint;(2) Specifies the reason for the request; and(3) Specifies a date certain by which the licensee shall comply with the provisions of this section.(b) Requests for waivers shall be either granted or denied within 5 days of receipt by the department.Amended by 2024, 330:1, eff. 7/1/2024.Amended by 2021 , 194: 23, eff. 10/9/2021.Amended by 2018 , 207: §§2, 3 eff. 8/7/2018.Chapter 361-A was repealed and reenacted in 2024 and this section is former section 361-A:4-a.1992, 116:1. 1995, 253:13, I. 2003, 129 : 8 , eff. June 12, 2003. 2018, 207 : 2 , 3, eff. Aug. 7, 2018. 2021, 194 : 23 , eff. Oct. 9, 2021.