Key Offices within the STB: OPAGAC and RCPA

The Office of Public Assistance, Governmental Affairs, and Compliance (OPAGAC) and the Rail Customer and Public Assistance (RCPA) program are very important mechanisms in supporting various stakeholders, including Congress, other governmental agencies, shippers, and the general public.

OPAGAC is responsible for liaising with Congress and other agencies, ensuring that their concerns and regulatory needs are communicated and addressed. This office plays a crucial role in maintaining open lines of communication and providing necessary support to ensure compliance with federal regulations.

RCPA focuses on resolving issues and disputes between railroads and their customers. This office offers a range of services aimed at assisting shippers in navigating the complexities of rail transport. The RCPA provides informal dispute resolution services, helping shippers address service issues without the need for formal proceedings, thus saving time and resources for both parties involved.

How the RCPA Can Help Rail Shippers

The RCPA offers several services to assist shippers in resolving issues with railroads:

1. Informal Dispute Resolution: Shippers can contact the RCPA to discuss problems they are facing with rail service. The RCPA facilitates discussions between shippers and railroads to find mutually agreeable solutions. This process is less formal than filing a formal complaint and can lead to quicker resolutions.

2. Guidance and Support: The RCPA provides guidance on filing complaints, understanding regulations, and navigating the complexities of rail transportation. This support can be invaluable for shippers unfamiliar with the regulatory landscape.

3. Monitoring and Reporting: The STB requires railroads to submit service recovery plans and provide regular reports on rail service performance. The RCPA monitors these reports and can use the data to advocate for shippers facing service issues.

Any contact with the RCPA office at the STB is kept strictly confidential. The RCPA staff will provide legal advice and, if necessary, can interact with railroads to help resolve disputes for shippers. 

The STB plays a critical role in ensuring the efficient and competitive operation of the freight rail industry. The OPAGAC and RCPA are essential components of this framework, providing support and resources to stakeholders, including rail shippers. Shippers who are not familiar with this resource should inform themselves of their informal resolution options as the RCPA team at the STB can provide help options that fit your needs while keeping confidentiality. 

For assistance, shippers and other stakeholders can contact the RCPA using the following details:

Phone: (202) 245-0238
Email: [email protected]