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Chapter 10 Claims and Inquiries
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Postal Clerk - Military guide to working in a post office
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Mail Loss Filing Report (PS Form 1510)
  A  statement  concerning  the  quality  of  mail service.   Any  additional  information  that  will  assist  in formulating a reply.  NOTE:  Responses should be  provided  in  the  same  manner  as  received within operational considerations. Commanding officers must make sure they answer all allegations in the complaint.  This will eliminate the complaint being returned for additional information. FORMS NEEDED The following is a list of postal service claims and inquiry  forms  that  are  needed  to  file  claims  for indemnity,  process  customer  complaints,  and  report mistreatment of mail:   PS Form 542, Inquiry About a Registered Article or an Insured Parcel or an Ordinary Article.   PS Form 673, Report of Rifled Parcel.   PS  Form  1000,  Domestic  Claim  or  Registered Mail Inquiry.   PS Form 1509, Sender’s Application for Recall of Mail.   PS Form 1510, Mail Loss/Rifling Report.   PS Form 2855, Claim for Indemnity-International  Registered,  Insured, and Express Mail.   PS  Form  3533,  Application  and  Voucher  for Refund of Postage and Fees.   PS Form 3760, Parcel Search Request.   PS Form 3831, Receipt for Article(s) Damaged in Mails.   PS Form 4314-C, Consumer Service Card.   PS  Form  6401,  Money  Order  Inquiry  (postal card). When  processing  claims  and  inquiries,  military postal  clerks  will  use  the  appropriate  form(s)  listed above, depending on whether the claim or inquiry is for Domestic or International mail.  Detailed instructions for completing these forms are contained in either the Domestic Mail Manual (DMM), the International Mail Manual (IMM), and or the Postal Operations Manual (POM). Money  order  inquiries  and  certain  International Mail claims (refer to chapter 9 of the IMM) require the collection of a fee from the customer. Failure  to  properly  prepare,  or  make  proper disposition of a postal claim or inquiry can delay the results. At  all  military  post  offices  the  postal supervisor  or  Custodian  of  Postal  Effects  (COPE) should assist in completing claim forms, and or review all claims before they are finalized. RESPONDING TO MISTREATMENT OF MAIL Mistreatment  of  mail  is  a  general  term  that includes  the  loss,  rifling  of,  and  damage  to  mail. Customers should be encouraged to report instances of mistreatment of mail even for cases where there are no provisions  for  payment  of  indemnity. Inquiries, complaints, and claims may be filed at any post office. Normally,  you  will  be  concerned  only  with  the processing  of  inquiries,  complaints,  and  claims  for domestic   mail   matter. International   inquiries, complaints, and claims are seldom received at MPO’s. If you do receive an international claim or inquiry, refer to chapter 9 of the IMM for guidance. The information in this chapter, along with some on  the  job  experience,  will  enable  you  to  efficiently process any inquiry, complaint, or claim that you may receive.   Remember,  filing  a  claim  or  inquiry  is  the right of the mailer or addressee and you, as the postal representative, should always be helpful and treat the customer with the utmost courtesy. CONSUMER SERVICE CARD Learning Objective:    Recall  the  procedures for  processing  customer  complaints  on  PS Form 4314-C. PS  Form  4314-C,  Consumer  Service  Card  (see figure 10-1) should be placed in the post office lobby and  readily  available  to  all  postal  customers. The consumer service card is designed to be used by postal customers only for recording complaints, suggestions, information   requests,   and   compliments. Upon completion of the four-part form, the customer retains copy 1 and will mail or give the remaining copies to the post office for action.  The custodian of postal effects (COPE) or MPO supervisor must:   Investigate  the  reasons  for  the  complaint  and obtain resolution, if possible. 10-2

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