(a) Every inquiry received by a social services district or the department shall be promptly answered. If the information requested is not available, the inquiry shall be acknowledged and referred to the appropriate source for reply. Whenever appropriate, informational pamphlets shall be utilized.

(b) Requests from other agencies, within or without the State, for information requiring field investigation shall receive an immediate acknowledgment followed by a reasonably timed report of findings. The instructions published in the Public Welfare Directory shall be followed.