Massachusetts Vehicle Check - Mass08 Management Module ...

Non-Commercial
Hotline
To ensure motorists’ specific questions, complaints, and general concerns about the
motor vehicle inspection program are addressed, a “Hotline” (telephone) service will receive
and resolve such issues regarding any activities of the program, including registration,
suspension, and reinstatement rules and procedures.
Customer Service Representatives (CSRs) will coordinate, track, and manage problem
resolution. The hotline will consist of properly trained CSRs, to handle calls. All CSRs will
be trained on the program and will be knowledgeable of all support documentation and
support channels to properly and efficiently assist the motorists.
CSRs will respond to and resolve motorist and station general questions and concerns
regarding the program, and provide the resources and personnel necessary to ensure prompt
and accurate responses and resolution of questions and concerns.
Motorist Hotline operating hours:
Monday, 7 a.m. to 5 p.m.
Tuesday, 7 a.m. to 8 p.m.
Wednesday, 7 a.m. to 5 p.m.
Thursday, 7 a.m. to 8 p.m.
Friday, 7 a.m. to 5 p.m.
Saturday, 7 a.m. to 5 p.m.
Station Hotline operating hours:
Monday to Saturday, 7 a.m. to 5 p.m.
Massachusetts Vehicle Check
Ch. 5 - 11