Quantcast Mail Loss Filing Report (PS Form 1510)

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Preparation of PS Form 1510
  Contact the customer within 24 hours of receipt of the comment or complaint and advise them of the planned action or resolution.   Provide  the  customer  with  a  final  response within  14  calendar  days  after  receiving  the comment or complaint.   Complete  PS  Form  1510  (covered  later  in  this chapter)  if  a  PS  Form  4314-C  is  received  that alleges loss, non-receipt, or theft of mail, or that mail  appears  to  have  been  tampered  with. Indicate  on  the  consumer  service  card  that  PS Form  1510  has  been  filed.   A  copy  of  the  PS Form  4314-C  must  be  sent  with  the  PS  Form 1510 to the USPS Inspection Service. The COPE or MPO supervisor should process PS Form 4314-C, as follows:   Immediately  mail  the  processing  center  copy (copy   2)   under   cover   to   the   appropriate FLTCINC postal officer.   Initial and date the action copy (copy 3) in the lower-right  corner  after  documenting  action taken  in  the  “USPS  Use  Only”  section  of  the form. Include  the  date  (month/day/year)  the customer was contacted, who made the contact, and a brief description of the action taken.  Then the form must be forwarded under cover to the appropriate FLTCINC postal officer.   File  copy  4  of  the  Consumer  Service  Card alphabetically by the customer’s last name and year of receipt with any letters or attachments.   MPO’s must keep copy 4 on file for at least one year. The   consumer   service   card   file   should   be maintained  in  a  central  location.   Consumer  Service Cards  should  be  recorded  on  a  customer  complaint control log.  The date a complaint was closed must be entered on the control log.  For other information that must be entered on a customer complaint log, refer to section 165 of the POM. MAIL LOSS/RIFLING REPORT (PS FORM 1510) Learning  Objective:    Recall  the  procedures for   preparing   and   processing   the   Mail Loss/Rifling Report. PS Form 1510 is a five-page form that consists of parts I through VI.   It is used to process inquiries for ordinary  and  certified  mail  and  may  be  initiated  by either the sender or addressee.  The most common use of  PS  Form  1510  is  when  ordinary  mail  (usually letters) does not get delivered. 10-3 PCf1001 Figure 10-1     An example of a completed PS Form 4314-C, Consumer Service Card.

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