R3 Moving Consumers
Moving - For Consumers
The PUC regulates moving companies in Colorado to protect consumers. If you are planning a move it is important to know your rights.
Consumers are protected from illegal moving practices under Colorado law.
The Consumer Affairs Unit handles complaints as they come into the PUC. Some complaints can be resolved at this step. Others are transferred to the PUC’s Transportation Investigations and Compliance Unit (Investigations) to conduct a more in depth understanding of the complaint.
Filing a Complaint or Comment
The first step to filing a complaint is to contact the Colorado Public Utilities Commission’s Consumer Affairs Unit
- Use our simple online form to submit your complaint directly to the PUC
- Call (303) 894-2070
- Or, email Consumer Affairs at: dora_puc_complaints@state.co.us
What Happens When You File a Complaint
- Once a complaint is filed, Consumer Affairs reviews and will typically reach out to the moving carrier and may request additional information. Consumer Affairs can decide to dismiss, resolve, or forward the complaint to the PUC Transportation Investigations Unit. Consumer Affairs can also request that the complainant receive a refund from the moving company, if the move is found to have been improperly conducted.
- If a complaint is transferred to the PUC Transportation Investigation Team, an investigator will review all materials collected to date. The investigator may conduct field research or ask for additional information. The investigator determines whether or not a violation occurred.
- If a determination is made that a violation has occurred (before enforcement action), enforcement action against a moving carrier may include the issuance of a formal notices, which may include monetary penalties. More severe cases may also result in filed criminal charges.
- Certain cases, including in circumstances when a moving carrier disputes a penalty, can be referred to an Administrative Law Judge.
Important Forms for Towing Consumers
- Towed Vehicle Release Form: This form is necessary to retrieve a vehicle towed non-consensually from a residential private property by paying 15 percent of the total balance owed, NOT to exceed $60. Bring this form when going to get a vehicle released from a towing carrier. Vehicle owners/operators sign the form, which indicates they will pay the remaining balance due to the towing carrier, in exchange for them releasing the vehicle without full payment.
- Vehicle Release Form for Authorized Operators: This form is necessary to have when retrieving a vehicle from a towing carrier, as it indicates the owner/operator of the vehicle has provided all documentation proving a connection to the vehicle, which includes vehicle registration, proof of insurance, VIN number, keys, and location of where the vehicle was towed.
- Property Owner Tow Authorization Form: This is the standardized form for a nonconsensual tow authorization. This form must be used for all nonconsensual tows from private property (Residential and Commercial).