Before an interstate mover executes an order for service, federal law requires them to give you six things: a written estimate, the “Ready to Move?” brochure, a summary of their arbitration program, written notice about access to their tariff, their claims process, and the booklet “Your Rights and Responsibilities When You Move.” If you did not receive all six, that is a violation, and it is worth documenting.
Almost nobody reads these documents, which is exactly why rogue operators skip them. Here is what each one is and why it matters.
The six things you must receive
| Document | What it does for you |
|---|---|
| Written estimate | Sets the ceiling on what you pay. A verbal quote is not an official estimate |
| “Ready to Move?” brochure | FMCSA’s short guide to a successful interstate move |
| Arbitration program summary | Your route to resolve disputes without going to court |
| Notice about tariff access | Your right to examine the rates their charges are based on |
| Claims handling process | How to file when something is damaged or missing |
| Your Rights and Responsibilities booklet | The federal rules governing your entire move |
This applies to brokers as well as carriers. Both are required to provide them, and either the booklet itself or an electronic link to it is acceptable.
What the booklet actually is
Here is what surprises people: “Your Rights and Responsibilities When You Move” is not a marketing pamphlet. The long version is Appendix A to 49 CFR Part 375. It is federal regulation text, handed to you by the company it regulates.
FMCSA also publishes a shorter, streamlined version, and movers may provide either one.
Inside it, in the agency’s own words, are the rules that decide most moving disputes:
- Movers must provide written estimates on every shipment. A verbal quote is not an official estimate because it is not in writing
- Your mover must base the estimate on a physical survey of your goods, conducted on-site or virtually, unless you waive that requirement in writing
- The estimate must notify you of two liability options: Full Value Protection, or waiver of it at 60 cents per pound
- Your mover must state in writing, on the order for service and the bill of lading, which forms of payment they accept at delivery
- Do not sign blank documents. Verify the document is complete before you sign. That is FMCSA’s instruction, not mine
- You should avoid brokers and movers not registered with FMCSA, or who refuse to perform a physical survey
- If a broker or mover requires cash, FMCSA advises keeping all receipts and supporting documents
The arbitration document people ignore
This one is worth singling out.
All movers are required to participate in an arbitration program, and your mover must give you a summary of theirs before you sign the bill of lading.
Arbitration lets you settle loss and damage claims, and certain disputed charges, through a neutral arbitrator. FMCSA notes it is often less expensive and more convenient than filing a lawsuit.
Two things to understand:
You are not required to use it. FMCSA states plainly that you are not obliged to submit to arbitration in the event of a dispute. It is an option, not a trap.
You have the right to request it. If you cannot reach a settlement with your mover, you can ask for arbitration. Knowing that changes the tone of a stalled negotiation.
The tariff notice, and why it matters more than it sounds
Your mover’s tariff is the published document setting out their rates and rules. You have the right to examine the applicable sections.
This becomes useful when a charge appears that you do not recognise. A long carry fee, a shuttle fee, a storage rate. Ask to see the tariff provision that authorises it. A legitimate carrier produces it. An invented charge has nothing behind it.
It also matters for cubic-foot pricing, which is only permitted where the mover’s tariff provides for it and the estimate is binding.
What to do if you never received these
Before the move: ask for all six in writing. A legitimate company sends them the same day. Resistance or delay tells you what you need to know while you can still cancel.
After something goes wrong: the failure to provide them is itself a violation and belongs in your complaint. Write it plainly: “The carrier did not provide the Your Rights and Responsibilities booklet, the Ready to Move brochure, or a summary of its arbitration program before executing the order for service.”
It also undercuts a common defense. When a mover argues you agreed to their terms, the fact that they never gave you the required disclosures is directly relevant.
File at nccdb.fmcsa.dot.gov. Complaint volume is how FMCSA selects investigation targets.
One thing to check before you sign anything
The physical survey requirement is the most commonly skipped. Your mover must base the estimate on a survey of your goods, on-site or virtual, unless you waive it in writing.
Note what that means: an operator who quoted you over the phone with no survey either broke the rule, or got you to waive it in a document you signed without reading.
Go and look at what you signed. If there is a waiver in there you do not remember agreeing to, that tells you a great deal about the company you hired.
Frequently asked questions
What documents must a moving company give me?
Six: a written estimate, the “Ready to Move?” brochure, a summary of the mover’s arbitration program, written notice about access to the tariff, the claims handling process, and the booklet “Your Rights and Responsibilities When You Move.” Brokers must provide them too.
What is “Your Rights and Responsibilities When You Move”?
An FMCSA publication that sets out the federal rules governing interstate household goods moves. The long version is Appendix A to 49 CFR Part 375, meaning it is regulation text. A shorter streamlined version also exists and movers may provide either.
Is my mover required to do a survey?
Yes. The estimate must be based on a physical survey of your household goods, conducted on-site or virtually, unless you waive that requirement in writing.
Do I have to use arbitration if my mover offers it?
No. All movers must participate in an arbitration program and provide a summary before you sign the bill of lading, but FMCSA states you are not required to submit to arbitration. You also have the right to request it if you cannot settle.
Can I see my mover’s tariff?
Yes. You must be given written notice of your right to examine the applicable sections of the tariff on which the estimate is based. Asking to see the provision behind an unexpected charge is a legitimate request.
What if my mover never gave me these documents?
That is a violation. Document it and include it in a complaint at nccdb.fmcsa.dot.gov. It also weakens any argument that you agreed to terms you were never properly given.
Related reading
- Red flags in a moving quote
- Can a moving company legally charge more than the estimate?
- How to file a damage claim, and the nine-month deadline
- How to check if a moving company is licensed and insured
- How to file a complaint with the FMCSA
Get the full playbook
Moving Scam Secrets is the complete field guide, written from twenty years inside the industry. It covers the paperwork that protects you, the documentation that wins claims, and the pressure points that get moving companies to settle.