Conn. Gen. Stat. § 14-63: Regulations. Customer complaints re operations of and services provided by dealer or repairer. Stipulation by licensees.

(a) The Commissioner of Motor Vehicles may adopt regulations governing the administration of all statutes relating to the license and business of dealers and repairers, in accordance with the provisions of chapter 54.

(b) (1) For the purposes of this subsection, (A) “nonconsensual towing or transporting” and “recovery” have the same meanings as provided in section 14-66, and (B) “police-ordered towing” has the same meaning as provided in section 14-66e.

(2) The Commissioner of Motor Vehicles shall receive, process and investigate complaints from customers of dealers and repairers concerning the operations of and services provided by any such dealer or repairer, including the provision of nonconsensual towing or transporting, recovery or storage of motor vehicles. The commissioner may permit a dealer or repairer to stipulate to a complaint and waive such dealer or repairer's right to an administrative hearing under the provisions of chapter 54.

(3) Any complaint filed with the commissioner pursuant to the provisions of this subsection shall (A) be in writing, on a form provided by or acceptable to the commissioner, (B) contain a statement of the facts that form the basis of the claim against such dealer or repairer, (C) include the dealer's or repairer's name, the customer's name and address, the date on which the transaction with the dealer or repairer occurred and, if applicable, the description of any vehicle that is the subject of a complaint, (D) be accompanied by any supporting documentation that pertains to the complaint, including, but not limited to, the written authorization form described in subsection (b) of section 14-145, photographs, invoices, repair orders and evidence of payment, and (E) be mailed or otherwise transmitted to the Department of Motor Vehicles.

(4) Not later than fourteen days from the date of receiving a customer complaint, the commissioner shall notify the customer and the dealer or repairer that is the subject of the complaint that the complaint (A) was received and of the particular matters alleged by the customer, and (B) will be subject to further investigation. Such investigation shall consist of a determination of (i) whether the complaint is complete and all relevant documents were received, and (ii) whether the complaint states facts which, if true, would give rise to one or more violations of sections 14-51 to 14-66c, inclusive, sections 14-145, 14-145a, 14-145e and 14-150 or any regulation adopted pursuant to said sections or section 14-150d.

(5) In the event that the complaint is incomplete, the commissioner shall notify the customer, in writing, of what deficiencies exist in the complaint and provide the date by which the customer is required to submit documentation to address such deficiencies. In the event that such deficiencies are not addressed by the specified date, no action shall be taken on the complaint and the commissioner shall notify the customer and the dealer or repairer, in writing, that no further action will be taken. The commissioner shall maintain a written record of all conversations with the customer and include such record with the complaint in the records of the department.

(6) In the event that the complaint does not state facts that give rise to a violation of sections 14-51 to 14-66c, inclusive, sections 14-145, 14-145a, 14-145e and 14-150 or any regulation adopted pursuant to said sections or section 14-150d, the commissioner shall notify the customer and the dealer or repairer, in writing, that the commissioner will not proceed with the complaint. Such notice shall include a brief statement of the reasons why the commissioner has taken no action.

(7) If, after the investigation, the commissioner determines that a complaint is complete and determines one or more violations of sections 14-51 to 14-66c, inclusive, sections 14-145, 14-145a, 14-145e and 14-150 or any regulation adopted pursuant to said sections or section 14-150d, the commissioner shall notify the customer and the dealer or repairer of such determination. The notification shall relate the particular matters involved in the complaint and inform the dealer or repairer that such dealer or repairer is required to respond to the matters alleged in the complaint not later than ten days after the date of the notification. Upon receipt of the dealer or repairer's response, the commissioner may (A) mediate a voluntary resolution of the complaint that is acceptable to the customer and the dealer or repairer, (B) proceed with an administrative hearing under chapter 54, or (C) determine that no action is to be taken and notify the customer and the dealer or repairer, in writing, of the reason for that determination.

(8) If the complaint is resolved through voluntary mediation, the dealer or repairer shall waive its right to an administrative hearing under chapter 54. If the dealer or repairer enters into a stipulated agreement, settlement agreement or consent order and fails to comply with the terms of such agreement or order, the dealer or repairer's license shall be suspended in accordance with the terms of such agreement or order. An agreement between the customer and the dealer or repairer shall not preclude the commissioner from proceeding to take action if the commissioner has reason to believe that the dealer or repairer has violated any provision of section 14-64.

(9) If the commissioner determines that there is one or more probable violations of sections 14-51 to 14-66c, inclusive, sections 14-145, 14-145a, 14-145e and 14-150 or any regulation adopted pursuant to said sections or section 14-150d and that the department will take action, the department shall notify the customer and dealer or repairer of such determination and proceed with a hearing in accordance with the provisions of chapter 54, regardless of whether the matter has or has not been settled between the customer and the dealer or repairer. The commissioner may proceed to take any action authorized under the provisions of section 14-64, and, in the case of police-ordered towing, recommend to the Commissioner of Emergency Services and Public Protection that such dealer or repairer be removed from the rotational system maintained pursuant to section 29-23a.

(10) A decision by the commissioner not to take action against the dealer or repairer pursuant to the provisions of this subsection shall be without prejudice to the claim of the customer; and neither the fact that the commissioner has determined not to proceed nor the notice furnished to the parties, in accordance with this subsection, shall be admissible in any civil action.

(11) The Commissioner of Motor Vehicles may adopt regulations, in accordance with the provisions of chapter 54, to implement the provisions of this subsection.