Agency Information Collection Activities; Revision of an Approved Information Collection: National Consumer Complaint Database
Published Date: 1/3/2025
Notice
Summary
The Federal Motor Carrier Safety Administration is updating the National Consumer Complaint Database, where people can report unsafe or unfair practices by transportation companies and workers. This change affects drivers, consumers, and businesses involved in trucking and shipping. They’re asking for public feedback by March 4, 2025, and the update aims to keep the system easy to use without adding extra costs or delays.
Analyzed Economic Effects
4 provisions identified: 2 benefits, 2 costs, 0 mixed.
Updated Consumer Complaint Portal
FMCSA is revising the National Consumer Complaint Database (NCCDB) so consumers, drivers, and others can file complaints about unsafe or unfair practices (for example, driver harassment, household goods moves, ADA compliance, ELD, ELDT, MRO, and SAP). The revision is an Information Collection Request (OMB Control Number 2126-0067) with a public comment deadline of March 4, 2025.
Modernization to Centralize Complaints
FMCSA is implementing U.S. Government Accountability Office recommendations (September 2023) to modernize and expand the NCCDB so the Agency can centralize complaint collection, monitor and respond to complaints, provide timely responses to consumers, and share complaint information with Federal and State agencies as needed.
Complaint Data Can Trigger Enforcement
FMCSA uses NCCDB data to alert consumers to carriers with a history of household goods complaints and to identify problematic motor carriers for enforcement actions; carriers can also use the data to reconcile complaints. This may affect reputation and enforcement risk for businesses in the household goods and motor carrier industries.
Time Burden to File Complaints
FMCSA estimates 64,545 respondents file complaints, with an average time per response of 15 minutes and an estimated total annual burden of 16,136 hours. The ICR is listed as expiring June 30, 2025.
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