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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.
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