FMCSA updates National Consumer Complaint Database, includes brokers
The Federal Motor Carrier Safety Administration (FMCSA) has revamped the National Consumer Complaint Database (NCCDB).
The FMCSA stated that the update, on the front end, enhances navigation and improves functionality for users. On the back end, the agency also claims the update will streamline the agency’s response process and expand reporting categories to include, for the first time, complaints against property brokers.
“This overdue tech upgrade is a win for drivers, carriers, and the driving public,” said U.S. Transportation Secretary Sean P. Duffy. “The modernized database will make it easier to file complaints, access digital tools, and empower individuals to speak up about unsafe practices. With your support, we will continue to take bad actors off the roads to keep the American people safe.”
The NCCDB is the Department of Transportation’s directory for complaints lodged against transportation companies. The database allows drivers and consumers to report violations of carrier regulations, including issues related to safety and fraud.
The agency announced it would make improvements to the database as part of the Pro-Trucker Package earlier this year. In 2023, the Government Accountability Office had criticized FMCSA's execution of the NCCDB, noting that "FMCSA guidance doesn't define key terms or provide clear instructions for its staff."
FMCSA plans to “roll out more improvements in the coming months,” it said, including a new name for the database and additional performance improvements.
How FMCSA changed its complaint form
The field for users to identify themselves moved from the homepage to a standalone complaint form page.
The ‘complaint type’ field, in addition to design changes, also expanded to include:
- Substance abuse professional
- Electronic log device provider
- Property broker
The form is no longer a bottomless series of expandable check boxes. FMCSA broke down its ‘incident information’ queries, separating incident information and complaint details into separate pages. Users will be able to see follow-up questions about driver qualification complaints, for example, only if they select that complaint topic and click ‘Next.’
The most noticeable changes to the platform, however, are visual. Click through the media gallery above to view the NCCDB before and after its latest update.
About the Author
Jeremy Wolfe
Editor
Editor Jeremy Wolfe joined the FleetOwner team in February 2024. He graduated from the University of Wisconsin-Stevens Point with majors in English and Philosophy. He previously served as Editor for Endeavor Business Media's Water Group publications.