Rail Consumers > Consumer Assistance

As part of the Surface Transportation Board's (STB) effort to allow the public informal access to agency staff, and to expand the opportunity for private sector resolution of railroad-related issues, in November 2000 the STB's Rail Consumer Assistance Program was established. This program provides the general public with access to informal assistance with any type of rail-related transportation problem, is administered by the STB's Office of Compliance and Enforcement (OCE), is nationwide in scope, and allows anyone with a problem involving a railroad subject to the STB's jurisdiction to contact us informally. This program benefits the public by placing their concerns immediately before the involved railroad, which facilitates a prompt response and provides the opportunity for a private sector resolution. Being informal, this process is less burdensome for either party than a formal proceeding, conserves the STB's resources, and provides parties the opportunity to resolve their issues in an environment that will produce the most satisfactory, timely, and cost-effective result. That is not to say that every concern brought to OCE is resolved, only that each issue is responded to promptly.

How To Seek Assistance
Anyone with a rail-related concern may reach OCE by calling our toll-free number (1-866-254-1792); by direct e-mail using railconsumer@stb.dot.gov; by using the Rail Consumer Assistance page; or by fax at (202-565-9011). All inquiries received by OCE through this program are handled directly with the involved railroad, usually within four hours of receipt.