Consumer Assistance

SEEKING HELP FOR A RATE OR SERVICE INQUIRY

When you contact us with a mail service issue, your inquiry is documented at the Commission, and may be forwarded to the U.S. Postal Service for additional resolution. The Postal Service will then look into your issue and respond directly to you within 45 days with their findings. The Commission will receive a copy of the Postal Service’s response so that we can verify that the problem was handled appropriately.

SEEKING HELP FOR A LOCAL POSTAL PROBLEM

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1-800-ASK-USPS

Postal call center employees can answer most questions. They also can contact Postal officials nationwide electronically and immediately refer your issue to the appropriate local Postal manager who is in the best position to deal with your concerns.
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LOCAL POST OFFICE

Local postmasters are responsible for ensuring that their customers receive prompt and efficient delivery and retail services.  If problems occur, they are in the best position to investigate the issue and fix the problem. 
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LOCAL POSTAL CONSUMER AND INDUSTRY AFFAIRS OFFICES

If you are not satisfied with the help you receive at your local post office, the Postal Service has local District Consumer and Industry Affairs offices nationwide with special personnel who can assist in solving local service issues.

US POSTAL INSPECTION SERVICE

The United States Postal Inspection Service has the responsibility of ensuring the security and sanctity of the US mail, as well as investigating mail-related crime. To report mail theft by a non-postal employee, please call 1-877-876-2455 from 8 a.m to 4:30 p.m in all time zones, and select option 5, or visit: Postal Inspection Service Complaint Form.

USPS OFFICE OF INSPECTOR GENERAL

The Office of Inspector General (OIG) audits the operations and evaluates the specific infrastructure of the Postal Service. The OIG also has the responsibility of protecting and maintaining the integrity of postal processes and personnel. To contact the OIG, please call 1-888-877-7644, email hotline@uspsoig.gov, visit USPS OIG Contact Form, or mail 1735 N Lynn Street, Arlington, VA 22209-2020.

APPEALING A POST OFFICE CLOSURE

Information IconPostal customers may appeal the closing of a post office to the Commission only after a final determination has been made by the Postal Service to close or consolidate a post office. The Commission does not decide whether an individual facility will remain open or be closed. The Commission’s role is to determine whether the Postal Service’s closure or consolidation is consistent with the requirements of the law, and whether the Postal Service followed its own procedures. You may assist the Commission in its consideration of an appeal by sending a written statement explaining why you believe that the Postal Service has not complied with the law or has not followed proper procedures. Under the law, these appeals must be filed within 30 days of the notification of the community by the Postal Service of its final determination. Rules for appealing a Post Office closure are located here.

FILING A COMPLAINT

A formal Complaint is a complex legal proceeding that typically requires an attorney’s assistance. The Commission accepts complaints on matters involving allegations that the Postal Service is not complying with certain laws or regulations. The scope of the Commission’s complaint authority is found here. The Commission also has specific detailed rules and procedures on what a person must do before filing a Complaint, what information must be included in a Complaint, and how the Complaint should be submitted and argued. Those rules are located here.

LOCATING A PUBLIC REPRESENTATIVE

The Office of the General Counsel appoints a staff member for each case it establishes to represent the interests of the general public in that case, acting independently from the Commission. This person is called the Public Representative (PR). The PR represents the interests of the general public as a whole, and, in particular, those groups or segments of the population who do not have or cannot feasibly acquire representation. The PR is able to give weight to various and sometimes disparate voices and can help add information to the Commission’s record about the impact of a particular decision on the general public. Click below to find a list of all PRs assigned to active cases.

List of Public Representatives