N.Y. Comp. Codes R. & Regs. tit. 23, § 200.20 – Complaints.

(a) Each licensee shall establish and maintain written policies and procedures to fairly and timely resolve complaints.
(b) Each licensee must provide, in a clear and conspicuous manner, on its website or websites, in all physical locations, and in any other location as the superintendent may prescribe, the following disclosures:
1. (1) the licensee’s mailing address, email address, and telephone number for the receipt of complaints;
2. (2) a statement that the complainant may also bring his or her complaint to the attention of the Department;
3. (3) the Department’s mailing address, website, and telephone number; and
4. (4) such other information as the superintendent may require.
(c) Each licensee shall report to the superintendent any change in the licensee’s complaint policies or procedures within seven days.