Rail Consumers > Consumer AssistanceAs 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 firstname.lastname@example.org; 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.