Complaints made against a towing business on a towing rotation list shall be handled as provided below, with the discretion of the Troop Commander:

1. (1)

   1. (A) Minor infractions include but are not limited to:

      1. (i) Response times exceeding normal response times;
      2. (ii) Self-dispatching to crashes;
      3. (iii) Being rude/disrespectful to dispatchers, troopers working crashes, and/or drivers at crash scenes;
      4. (iv) Arriving at crashes unprepared to be effective; or
      5. (v) Any other minor infraction reported to and substantiated by the Troop Commander.
   2. (B) These may be subject to suspension of rotation or rotations;

2. (2)

   1. (A) Major infractions include but are not limited to:

      1. (i) Failing to meet rules established for nonconsent towing by the Arkansas Towing and Recovery Board;
      2. (ii) Repeated complaints;
      3. (iii) Dishonest, fraudulent, or false statements made to the Division of Arkansas State Police;
      4. (iv) Repeated failure to follow these rules; or
      5. (v) Other major infractions reported to and substantiated by the Troop Commander.
   2. (B) These may be subject to permanent removal from the rotation list; and

3. (3)

   1. (A) If a complaint against a towing business is related to the amount charged for the services provided, the towing business shall bear the burden of demonstrating the reasonableness of the charge.
   2. (B) If this complaint is substantiated the towing business may be subject to suspension or removal from the towing list at the Troop Commander’s discretion, dependent on the severity of the unreasonableness of the charge.