| |
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.
|
