How do I file an informal complaint rail the STB to address a rail consumer problem?
Answer. The STB has established a Rail Consumer Assistance Program which provides the general public with access to informal assistance with any type of rail-related transportation problem and is administered by the STB’s Office of Compliance and Enforcement (OCE). The program is nationwide in scope, allowing anyone with a problem involving a railroad subject to the STB’s jurisdiction to reach us by toll-free telephone (1-866-254-1792), by direct E-mail (railconsumer@stb.dot.gov), by using a “Rail Consumer” button on our Web page, or by fax (202-245-0462). All complaints and inquiries received by OCE through this program are handled directly with the involved railroad, usually within two hours of receipt, thus the program benefits every complainant by placing their concerns immediately before the involved railroad, which facilitates a prompt response to the complainant and provides the opportunity for a private sector resolution. Being informal, this process is less burdensome for eith
