A resident renewed their registration(s) online or via mail. You processed the transaction(s), mailed out the decals and registration(s), and thought all was well and done. A couple weeks later, the customer calls because they still have not received their documents in the mail. What do you do?

Before COVID, the process was such that the customer could come into your office and get replacement decals and registration(s), but at the replacement cost. OR, if the customer wanted to wait a full 30 days, the State would replace the decals and registration(s) for free.

During COVID, the Director at the time reviewed this process with legal counsel. It was determined that 30 days was an “unreasonable amount of time” to make someone wait for their documents. So, at that time the policy was changed to the State issuing free replacement for both decals and registration(s) after only 14 days. Should your customer not want to wait for the full 14 days, or go to Concord or a substation, they still have the option to pay for replacement decals and certified copies of registrations.

For your customer to obtain free replacement of their decals/registration(s), your customer must go to Concord or any substation. No part of the free replacement can be done at the town/city level. As of the time this blog post, this process is still in effect.