Consumer Protection

For moving services, the primary responsibility for consumer protection lies with consumers to select a reputable household goods carrier, ensure that they understand the terms and conditions of the contracts, and understand and pursue the remedies that are available to them when problems arise. Available information indicates that consumer complaints in the household goods industry are increasing. In addition, there was widespread agreement among the government, industry, and consumer organizations GAO contacted that the Department of Transportation's lack of action has contributed to the growth of problems. The Department contends that safety activities are the primary focus of its motor carrier efforts. However, the Department has not taken steps to understand the nature and extent of problems in the industry--and therefore to determine whether its limited approach to oversight and enforcement is appropriate. Nor has it made more than minimal efforts to provide information to consumers that would assist them in making more informed choices. Consumer education as a preventive tool takes on increased importance if the motor carrier administration is to pursue its course of limited oversight and enforcement. The motor carrier administration has recently recognized the need to be more active in this area and has outlined plans to increase its involvement.

Recommendations

Our recommendations from this work are listed below with a Contact for more information. Status will change from "In process" to "Open," "Closed - implemented," or "Closed - not implemented" based on our follow up work.

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