United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 2001-03-05 monographic deposited born digital 42 p. GA 1.13:GAO-01-318 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-01-318 P0b002ee18039d3b8 f:d01318 DGPO 2010-08-12 2011-03-24 GAOREPORTS-GAO-01-318 machine generated eng fdlp REPORT GAOREPORTS-GAO-01-318 GAO-01-318 Consumer protection Household goods Motor carrier operations Consumer education Internet Letter Report For moving services, the primary responsibility for consumer protection lies with consumers to select a reputable household goods carrier, ensure that they understand the terms and conditions of the contracts, and understand and pursue the remedies that are available to them when problems arise. Available information indicates that consumer complaints in the household goods industry are increasing. In addition, there was widespread agreement among the government, industry, and consumer organizations GAO contacted that the Department of Transportation's lack of action has contributed to the growth of problems. The Department defends its limited actions by stating that safety activities are the primary focus of its motor carrier efforts. However, the Department has not taken steps to understand the nature and extent of problems in the industry--and therefore to determine whether its limited approach to oversight and enforcement is appropriate. Nor has it made more than minimal efforts to provide information to consumers that would assist them in making more informed choices. Consumer education as a preventative tool takes on increased importance if the motor carrier administration is to pursue its course of limited oversight and enforcement. The motor carrier administration has recently recognized the need to be more active in this area and has outlined plans to increase its involvement. https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-01-318/html/GAOREPORTS-GAO-01-318.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-01-318/pdf/GAOREPORTS-GAO-01-318.pdf GAO-01-318 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-01-318 Letter Report GAO-01-318; Consumer Protection: Federal Actions Are Needed to Improve; Consumer protection Household goods Motor carrier operations Consumer education Internet