Office of Consumer Affairs and Dispute Resolution Services
Director
Vern W. Hill
The Office of Consumer Affairs and Dispute Resolution Services provides a number of services designed to assist shippers, carriers, cruise operators and other industry participants resolve commercial disputes or problems related to the business practices of regulated entities including, an Ombuds Service and Alternative Dispute Resolution Service (ADR). The Office also evaluates and adjudicates applications for permission to apply other than tariff rates; applications to waive or refund freight charges; informal complaints/small claims, and handles a wide variety of industry related inquiries.
Ombuds Service
In addition to its enforcement programs, the FMC provides ombuds assistance in resolving their problems with carriers, cruise operators, OTI's, and other industry entities. The Office of Consumer Affairs and Dispute Resolution Services (CADRS) can:
- act as "honest broker" between parties to disputes;
- provide information relevant to the resolution of particular problems;
- advise firms and individuals of options that the relevant statutes make available;
- intercede with carriers and other parties to obtain new examinations of rejected claims;
- advise passengers how to file claims against cruise operators; and
- assist individuals who have encountered difficulties in moving their personal effects or automobiles.
Specific examples of the more frequent types of complaints are linked below. These examples are intended to demonstrate, rather than limit, the wide range of assistance available.
- Complaints or inquiries from shippers or other business entities operating in the industry;
- Complaints or inquiries from individual shippers of household goods or private automobiles; and
- Complaints or inquiries from prospective or actual cruise vessel passengers.
CADRS staff also evaluate and adjudicate applications for permission to apply other than tariff rates, and to waive or refund freight charges arising from various errors in tariff publications, an inadvertent failure to publish an intended rate, or a misquotation of a rate.
In addition to handling complaints and inquiries, CADRS provides a variety of Alternative Dispute Resolution (ADR) services
