(1) Allow the public to file complaints electronically on its website and through a hotline. This hotline shall be available 24 hours a day, 365 days a year, and be listed on the main page of the DFHV’s website and in every taxicab;
(2) Within 72 hours of receiving a complaint, confirm in writing to the complainant that the complaint has been received;
(3) Respond, in writing, to the private or public vehicle-for-hire operator or vehicle inspection officer against whom the complaint was filed, with a detailed description of the complaint against him or her, including the time, date, location, circumstances of the alleged incident, and the potential penalties, as well as provide clear instructions of the procedures used to adjudicate the complaint, the rights of the recipient to contest the complaint, and the documents, evidence, or materials necessary for proper adjudication of the complaint;
(4) Provide training in the rules and regulations governing private or public vehicle-for-hire operators to all personnel responsible for reviewing complaints;
(5) Provide information on its website about the appeals process for complaints;
(6) Conduct annual performance and compliance audits of the complaints received by the OHCR, how those complaints were handled, and how those complaints were used to improve the provision of private or public vehicle-for-hire service in the District; and
(7) Employ hearing examiners or hearing officers to hear and adjudicate complaints or other matters before the DFHV or refer the matters to the Office of Administrative Hearings, pursuant to Chapter 18A of Title 2 [§ 2-1831.01 et seq.].