If damage is noted upon arrival at the drop-off address, the lead mover is required to document the damage, and must be signed by both the employee and the customer. This information will be reviewed, and the customer can expect to be contacted within 48 hours of the move being completed. Additionally, the customer has 30 days to file a claim of loss or damage. RaY Works is obligated to acknowledge and resolve the claim, in writing, within 30 days of receipt. RaY Works is committed to promptly and fairly attempting to resolve disputes concerning loss or damage claims, through in-house complaints-handling and external dispute resolution processes, as appropriate and available. RaY Works will be guided by what constitutes a fair dispute resolution process by drawing on the “Consumer Complaints Management: A Guide for Canadian Business”.