The Federal Motor Carrier Safety Administration (FMCSA), operating under the Department of Transportation (DOT), is responsible for maintaining complaint data related to moving companies. While the FMCSA makes some of this data available to the public, it does not fully align with the Department of Transportation’s policy on transparency. This lack of comprehensive data availability potentially hinders the agency’s efforts to enhance transparency and foster collaboration with industry partners.
Improvements Needed to Federal System for Collecting and Addressing Complaints against Truck, Moving
FCMSA has conducted some outreach activities for its complaint website but has not developed a plan to guide these activities. According to the Goverment Administration Office (GAO’s) review, FMCSA promotes the website through the “Protect Your Move” education campaign for people who are planning interstate moves the FMCSA’s outreach to other audiences—such as truck drivers—has been more limited, and all five of the trucking associations GAO interviewed were not aware of such outreach. Without a plan to guide outreach activities, key target audiences may lack awareness of the complaint website, limiting FMCSA’s ability to collect motor safety complaints.
FMCSA’s National Consumer Complaint Database
FMCSA operates the National Consumer Complaint Database, which is the name for the public-facing website where the public can submit complaints to FMCSA against truck companies, moving companies, bus companies, and others. The National Consumer Complaint Database has grown out of multiple statutory mandates and FMCSA’s efforts to collect and respond to complaints against motor carriers. The Secretary of Transportation was required in 1998 to establish, maintain, and promote a telephone hotline for motor carrier drivers and others to report potential violations of the Federal Motor Carrier Safety Regulations. The Secretary of Transportation was required in 2005 to establish a system for filing and logging consumer complaints related to motor carriers that transport household goods, as well as a database of such complaints. Since 2016, FMCSA has used the National Consumer Complaint Database as the central repository for all motor carrier complaints received by FMCSA via the complaint website, telephone, or mail.
Common Complaint Patterns and Allegations in FMCSA Data
In the USMPO analysis of FMCSA’s complaint data, we found that the majority of complaints were made against moving companies, moving brokers, or truck companies. A complaint may contain multiple allegations that the complainant selects from a menu on the complaint website. We found that the most common types of allegations selected were:
- Unfair business practices by a moving company, such as not honoring an estimate;
- Unsafe behavior by a truck company or its employees, such as speeding or driving recklessly; • Unfair business practices by a moving broker, such as not honoring an estimate;
- Deceptive business practices by a moving company, moving broker, or truck company, such as false advertising;
- Drug and alcohol violations by a truck or bus company or its employees, such as a company not following drug testing regulations.
Complaint Submission Process and Classification on the FMCSA Website
The FMCSA’s complaint website prompts a user to identify if they are a consumer (members of the public, such as a person who hired a moving company or a motorist), a truck or bus driver, or an industry professional. Next, the user selects whom the complaint is against and then enters information about the incident. Complaints can be submitted against motor carriers, providers of electronic logging devices that record driving time, medical review officers involved with drug testing, or substance abuse professionals involved with treatment of drivers.
After entering details about the incident that led to the complaint, the user, also referred to as the complainant selects one or more allegations that best describe the violation(s) they witnessed or experienced. These allegations vary depending on who is making a complaint—a consumer, driver, or industry professional—and the entity against which they are making a complaint—a truck company, moving company, bus company, electronic logging device provider, medical review officer, or substance abuse professional. A complaint submitted to FMCSA can have multiple allegations. Complaints received through the telephone hotline or by mail are entered into the complaint website by FMCSA staff.
FMCSA’s Process for Reviewing Complaints
After a complaint is submitted, FMCSA staff review the complaint and determine what, if any, actions to take as shown in the image below FMCSA staff can view complaints and update the status by logging into the National Consumer Complaint Database.
Leveraging USMPO's AI Capabilities to Enhance FMCSA’s Complaint Resolution System
The FMCSA hasn’t yet established a comprehensive outreach plan for its complaint website. Given the USMPO’s mission to support FMCSA in overcoming these challenges, we are well-positioned to enhance the effectiveness of the complaint management system on our website specifically for the moving industry. By leveraging our expertise, we can serve as a key partner in filtering and categorizing complaints while identifying best practices for outreach. Our goal is to develop and implement a strategic outreach plan that optimizes resource allocation, amplifies audience engagement, and significantly improves awareness and accessibility of the FMCSA complaint system.
To enhance the efficiency and effectiveness of the complaint resolution process, the USMPO proposes leveraging advanced artificial intelligence (AI) technology. Our AI bot is designed to streamline and improve various aspects of complaint management by automating and optimizing critical functions. The following strategy outlines how the AI bot can be deployed to support the Federal Motor Carrier Safety Administration (FMCSA) in handling complaints more effectively:
1. User Identification and Classification: The USMPO’s AI bot can streamline the initial stage of complaint submission by efficiently guiding users through the identification process. The bot can:
- Prompt Users for Identification: Automatically determine whether the user is a consumer, truck or bus driver, or industry professional.
- Tailor Subsequent Questions: Customize the complaint submission process based on the user type, ensuring relevant information is collected for each category.
2. Complaint Categorization and Entity Identification: After identifying the user type, the AI bot can:
- Guide Users in Selecting the Target Entity: Assist users in specifying whom the complaint is against, such as a motor carrier, electronic logging device provider, medical review officer, or substance abuse professional.
- Streamline Incident Reporting: Help users enter detailed information about the incident, ensuring that all necessary details are captured accurately and efficiently.
3. Allegation Identification and Classification: The AI bot can enhance the precision of allegations by:
- Providing Contextual Choices: Present a tailored list of allegations based on the user type and target entity. This ensures that users can select the most relevant violations, whether they relate to unfair practices, unsafe behavior, or regulatory non-compliance.
- Handling Multiple Allegations: Efficiently manage complaints that include multiple allegations, organizing and categorizing them for further review.
4. Data Integration and Management: For complaints received through telephone or mail, the AI bot can:
- Assist in Data Entry: Automate the process of entering complaints into the National Consumer Complaint Database, reducing manual data entry errors and improving efficiency.
- Maintain a Comprehensive Database: Build and maintain an organized database of complaints, categorized by type, severity, and other relevant metrics.
5. Real-Time Assistance and Follow-Up: The AI bot can provide real-time support to users by:
- Offering Immediate Guidance: Help users understand the complaint process, provide updates on the status of their complaint, and answer frequently asked questions.
- Facilitating Communication: Enable users to track their complaint’s progress and receive notifications or updates about any actions taken.
6. Data Analysis and Reporting:
- Identify Trends and Patterns: Analyze complaint data to identify common issues, emerging trends, and areas requiring attention. This analysis can inform FMCSA’s enforcement actions and outreach strategies.
- Generate Reports: Create detailed reports summarizing complaint data, including frequency of specific allegations, distribution across different entities, and overall trends.
FMCSA will continue to hold primary responsibility for investigating complaints and taking enforcement actions where necessary. This includes investigating motor carriers with a high volume of complaints or allegations of severe violations, such as holding household goods hostage. Enforcement actions may include suspending or revoking operating authority, referring entities to the DOT Office of Inspector General or the U.S. Department of Justice for further investigation, and issuing verbal warnings or providing technical assistance. The USMPO’s role will complement these efforts by enhancing complaint management and outreach.
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