Sec. 80.6. Filing of complaints

(a) A complaint may be filed with the department against a TNC regarding an alleged violation of a licensing requirement pursuant to article 44-b of the Vehicle and Traffic Law or this Part using a form prescribed by the commissioner, which shall be available on the department’s website. At a minimum, the complainant must give his or her name, address, phone number and email address, if available, and a complete description of the nature of the complaint and any supporting documentation. Pursuant to subdivision (c) of this section, a complaint against a TNC driver must be filed with the TNC.

(b) If the department requests information from a TNC in order to investigate a complaint, the TNC shall respond to such request within 10 business days.

(c) The TNC must establish a complaint procedure that allows passengers to file complaints against a TNC driver, or the TNC, directly with the TNC, through the TNC’s website or mobile application. The TNC may, in its discretion, also receive complaints by other means, such as by phone or regular mail.