DOT Tracks Trucker Complaints in New Records System
Published Date: 8/11/2026
Notice
Summary
In accordance with the Privacy Act of 1974, the Department of Transportation (DOT) proposes a new system of records titled "DOT/ FMCSA 016, Customer Relationship Records (CRR)." This system of records allows DOT to collect and maintain both written and verbal correspondence from Agency customers who contact the FMCSA (1-800-832- 5660 toll free number, by email, or chat). The information in the system enables the Agency to receive, respond to, and refer customer inquiries regarding Agency services.
Analyzed Economic Effects
5 provisions identified: 1 benefits, 3 costs, 1 mixed.
FMCSA will collect your inquiry PII
If you contact the FMCSA by phone (1-800-832-5660), email, or chat, DOT will collect and store your written and verbal correspondence and create a unique Customer Contact Record accessible to FMCSA authorized users. The record can include biographic and contact data (names, addresses, email, phone), inquiry subject matter, and supporting documentation.
Records kept for 20 years after lifecycle
FMCSA will maintain records in the system according to NARA schedule DAA-0557-2015-0006 and will destroy them 20 years after the end of the event product lifecycle. Records are considered temporary but retained for that 20-year period before destruction.
Records may be shared with agencies and others
DOT may disclose records from this system to Federal, State, local, Tribal, and foreign counterparts for audits, inspections, investigations, or enforcement; to the public or private sector for safety alerts or regulatory notices; to DOJ or other agencies for litigation; to contractors for system functions; to NARA; and to other agencies for breach response or homeland security purposes.
Data stored on GovCloud with safeguards
Records will be stored electronically in a FedRAMP-authorized third-party cloud (AWS GovCloud East region) and are encrypted in transit and at rest. Access is limited to authorized personnel with appropriate clearances and background screening.
You can request access but must verify identity
Individuals may request access to or correction of records via the System Manager or DOT's Public Access Link (https://pal.dot.gov/), but requests must verify identity by providing full name, current address, date and place of birth, and a notarized signature or a statement under 28 U.S.C. 1746 (penalty of perjury).
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Key Dates
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