Consumer protection : Federal actions are needed to improve oversight of the household goods moving industry : report to congressional committees

The ICC Termination Act of 1995 transferred federal responsibilities for protecting consumers who move their household goods across state lines using commercial moving companies to the Department of Transportation. A 1998 congressional hearing brought to light a number of instances in which unscrupulous movers preyed on consumers. The hearing also demonstrated a lack of effective oversight and enforcement of the industry by the Department of Transportation. The Motor Carrier Safety Improvement Act of 1999 directed that we assess the effectiveness of the Department of Transportations consumer protection activities for the interstate household goods moving industry and identify alternative approaches for providing consumer protection in the industry. Accordingly, this report discusses (1) the nature and extent of consumer complaints about household goods carriers since 1996, (2) the roles of consumers in preventing and resolving disputes and of government agencies in providing consumer protection, (3) the Department of Transportation oversight and enforcement activities with respect to this indutry, and (4) issues associated with an expanded state role in this area. This report focuses on commercial moves of individual households and does not discuss interstate moves arranged by governments or corporations for their employees.