N.Y. Comp. Codes R. & Regs. tit. 9 § 5612.4
Each registrant shall establish a procedure for receiving and responding to all consumer complaints. Except as may be directed otherwise by the commission, each registrant may determine the specific policies and procedures such registrant will adopt and the methods by which such registrant will implement such policies and procedures so long as such policies and procedures are designed reasonably to achieve the objectives set forth in this Part. A registrant shall have flexibility to determine such policies and procedures and methods in light of the size, nature and scope of the registrant's operations, including, for example, the volume of contestants and entries, the aggregate amount of prize offerings and the number and the registrant's history of consumer complaints.
N.Y. Comp. Codes R. & Regs. Tit. 9 § 5612.4