This article was co-authored by Tami Claytor and by wikiHow staff writer, Jennifer Mueller, JD. Tami Claytor is an Etiquette Coach, Image Consultant, and the Owner of Always Appropriate Image and Etiquette Consulting in New York, New York. With over 20 years of experience, Tami specializes in teaching etiquette classes to individuals, students, companies, and community organizations. Tami has spent decades studying cultures through her extensive travels across five continents and has created cultural diversity workshops to promote social justice and cross-cultural awareness. She holds a BA in Economics with a concentration in International Relations from Clark University. Tami studied at the Ophelia DeVore School of Charm and the Fashion Institute of Technology, where she earned her Image Consultant Certification.
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Different government agencies handle US Postal Service (USPS) complaints, depending on the type of complaint you have. Your local US Post Office handles customer service complaints, which may relate to employee behavior, late mail, or other delivery issues. The USPS Office of the Inspector General, which is an independent agency, handles reports of potential fraud or theft committed by USPS employees. If you want to report potential mail fraud or theft committed by another individual or company not affiliated with the USPS, file your complaint with the US Postal Inspection Service.[1]
Steps
Filing a Customer Service Complaint
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1Gather information about the subject of your complaint. USPS customer service will be best able to assist you if you provide them with detailed information about the problem you're having. Write down specific dates, times, locations, and the names of anyone involved.[2]
- If your complaint involves a particular piece of mail, for example, you might have a tracking number. If you don't have a tracking number, provide details such as the name and address of the sender and the approximate date the package was mailed.
- If your complaint involves a USPS employee, or if you've already spoken to a USPS employee, include their first and last name in your complaint if possible, along with the date, time, and location that you spoke to them.
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2Use the form on the USPS website. The USPS has a form available where you can ask questions or submit complaints about packages or mail, USPS postal facilities, USPS personnel, or the operation of the USPS website.[3]
- Go to https://emailus.usps.com/s/ to complete the form. If you have a tracking number related to your complaint, enter it in the space provided. Then choose the type of complaint you want to make.
- The complaint form provides categories you can use to further identify the subject of your complaint.[4] There are specific blanks for names, dates, and locations. You can also provide additional information. However, there is a character limit of 4,000 characters. You cannot attach documents to the form.
- Be very clear, and only state the facts. No matter how upset you are, describe only the real issue, and not your emotions.
- Once you make your complaint, click through to the contact information page. You can choose to receive a response by email or phone. [5]
Variation: You can also call USPS customer service at 1-800-ASK-USPS (1-800-275-8777). Phone lines are open 24 hours a day, 7 days a week.
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3Discuss the matter with a USPS customer service agent. A customer service agent will evaluate your complaint and contact you either by email or phone, whichever you chose. They will attempt to resolve the situation. You can provide them with additional information, if necessary.
- Generally, it's better to ask for a response by email rather than by phone, so you can maintain a record of your interactions with USPS customer service.
- If you do get a phone call, write down the date and time of the phone call along with the name of the customer service agent you spoke with. Take notes during the call so you have a record of what they said.
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4Talk to the station manager if your problem is not resolved. If the USPS customer service agent is unable to resolve your complaint to your satisfaction, you can speak to the station manager of your local post office in person.[6]
- If you're not sure which post office to go to, you can search locations at https://tools.usps.com/go/POLocatorAction!input.action.
- Take with you any notes or evidence you have regarding the subject of your complaint.
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5Write to the USPS Consumer Advocate office as a last resort. The USPS Consumer Advocate represents consumers and resolves postal service problems. If neither USPS customer service nor the station manager of your local post office is able to help, the Consumer Advocate may be able to handle the situation.[7]
- Draft a formal business letter outlining your issue and the steps that you've taken so far to resolve it. Give your letter a thorough proofread, then print it and sign it. Make a copy of your signed letter for your records.
- Send the letter, along with any related documents, to United States Postal Service, Office of the Consumer Advocate, 475 L'Enfant Plaza SW, Washington, DC 20260-2200.
Reporting Misconduct by a USPS Employee
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1Collect specific facts about the misconduct. Before you submit a complaint about employee misconduct, you need the name of the employee as well as specific details about what they are doing. This could include dates and times, as well as details about any criminal activity you observed.[8]
- The USPS Office of the Inspector General (OIG) primarily investigates complaints about misconduct or criminal activity on the part of USPS employees or contractors. These crimes typically include such things as fraud, embezzlement, or theft or destruction of mail.
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2Fill out an online form with the USPS OIG. Access the complaint form at https://www.uspsoig.gov/form/file-online-complaint. Before you start filling out the form, read through the information at the top of the page to make sure you're sending your complaint to the right agency.[9]
- The form asks for specific information about the incident you want to report, including whether you have first-hand knowledge of the situation. Provide as much detail and specific facts as you can.
- It may be helpful to organize the facts and details as a bullet point list.
- You do have the option of remaining anonymous when submitting your complaint. However, if you choose this option, the OIG will have no way to contact you if necessary.
- You have the opportunity to review your form before you submit it.
Variations: You can also file a complaint by calling 1-888-USPS-OIG (1-888-877-7644), or by mailing a complaint to ATTN: HOTLINE, USPS OIG, 1735 North Lynn Street, Arlington, VA 22209-2020.
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3Cooperate with any investigation. In most cases, you will not hear from the OIG at all after you file your complaint, apart from a confirmation that your complaint was received. However, an investigator may contact you if they have additional questions or want to talk to you about your complaint.[10]
- If the OIG's office refers the matter to another law enforcement agency, they typically will let you know. You may be contacted by an agent at that agency.
- Keep in mind that the OIG will not give you any information about the subject of your complaint or the status of the investigation.
Reporting Mail Fraud or Theft
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1Organize your information about the issue. If you wish to complain about mail fraud, mail theft, or identity theft, go through all the information and documentation you have. Put everything in chronological order.[11]
- If your complaint deals with an ongoing issue, it can help to write down a timeline of dates when each incident occurred.
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2Use the online form at the US Postal Inspection Service (USPIS) website. Go to https://www.uspis.gov/report/ to file an online complaint. Click on the proper category for your complaint to access the form.[12]
- For example, if you fell victim to a scam sweepstakes, you would file a complaint for mail fraud.
- Include as much detailed information in your complaint as possible. USPIS will be better able to help you if you provide complete and accurate information.
- Keep all original documents you have that are related to your complaint. However, you should note in your complaint that you have them.
Variation: You can also submit your complaint over the phone. Call 1-800-ASK-USPS (1-800-275-8777).
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3Provide additional information if contacted. It is unlikely that you will hear from the USPIS after your complaint is filed. However, an inspector may call with questions or ask to see any documents you have related to your complaint.[13]
- The USPIS also shares complaint information with other law enforcement agencies. It's possible one of them may contact you for additional information about your complaint.
Community Q&A
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QuestionCan you sue a post office?
wikiHow Staff EditorThis answer was written by one of our trained team of researchers who validated it for accuracy and comprehensiveness.
Staff AnswerwikiHow Staff EditorStaff AnswerYes, under the right circumstances. For example, if you slip and injure yourself in a post office, you could sue them for negligence under the Federal Tort Claims Act. You’d need to file the claim within 2 years after the injury.
Support wikiHow by unlocking this staff-researched answer.
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QuestionWho do you complain to about your mail carrier?wikiHow Staff EditorThis answer was written by one of our trained team of researchers who validated it for accuracy and comprehensiveness.
Staff AnswerwikiHow Staff EditorStaff AnswerWrite to the USPS Consumer Advocate office at: United States Postal Service Office of the Consumer Advocate 475 L’ Enfant Plaza, SW Washington, D.C. 20260Support wikiHow by unlocking this staff-researched answer.
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QuestionIs it legal for someone to put something in my mailbox?wikiHow Staff EditorThis answer was written by one of our trained team of researchers who validated it for accuracy and comprehensiveness.
Staff AnswerwikiHow Staff EditorStaff AnswerIn the U.S., it is only legal for U.S. Postal Service employees to put items in mailboxes. The items must have paid postage on them. That means not just anybody can come and put items in your mailbox, especially non-mail items.Support wikiHow by unlocking this staff-researched answer.
References
- ↑ https://www.usa.gov/complaint-against-government
- ↑ https://www.usps.com/help/claims.htm
- ↑ https://www.uspsoig.gov/form/file-online-complaint
- ↑ https://emailus.usps.com/s/
- ↑ https://www.prc.gov/consumer-assistance
- ↑ https://www.usa.gov/complaint-against-government
- ↑ https://www.usa.gov/complaint-against-government
- ↑ https://www.uspsoig.gov/form/file-online-complaint
- ↑ https://www.uspsoig.gov/form/file-online-complaint
About This Article
If you’ve had a bad experience with the USPS, you can file a complaint online. Just go to their website and fill out the online complaint form. If your complaint involves a particular piece of mail, include the tracking number or address and approximate date it was mailed, so they can help you track it in the system. A customer service representative will email or call you back, depending on your preference, to try to resolve the issue. If you’re still dissatisfied, speak to the station manager of your local post office in person to get to the bottom of it. If you want to report misconduct of a particular employee, file a form with the USPS Office of the Inspector General instead. Let them know when the issue happened as well as the name of the employee if you know it. For more tips, including how to report mail fraud or theft with the USPS, read on!
