§ 198. Dispute settlement. 1. One or more motor carriers providing
transportation of household goods subject to the jurisdiction of the
commissioner or an industry association or associations representing
motor carriers providing transportation of household goods shall be
encouraged by the commissioner to establish a program to settle disputes
between such carriers and shippers of household goods concerning the
transportation of household goods. Applications to establish such
programs shall be submitted to the commissioner under such rules and
regulations as the commissioner may promulgate. No such program shall
become effective until approved by the commissioner. Any carrier that
does not establish its own program to settle disputes or join a dispute
settlement program of an industry association shall submit disputes with
shippers to an alternative mechanism or mechanisms for resolving
disputes sanctioned by the commissioner pursuant to rules and
regulations.

2. The commissioner may investigate at any time the functioning of any
program approved under this section and, after notice and an opportunity
for a hearing, may suspend or revoke the approval of such program.

3. No program for settling disputes concerning the transportation of
household goods may be approved under this section unless the
commissioner finds that such program contains adequate protection for
the consumer and that the program establishes an expeditious process for
the handling and resolution of disputes.