System Name:
Customer Service and Correspondence.

System Location

USPS Consumer and Industry Affairs, Headquarters; Integrated Business Solutions Services Centers; the National Customer Support Center (NCSC); districts, Post Offices, contractor sites; and detached mailing units at customer sites.

Categories of Individuals Covered by the System

This system contains records relating to customers who contact customer service by online and offline channels. This includes customers making inquiries via e-mail, 1-800-ASK-USPS, other toll-free contact centers, or the Business Service Network (BSN), as well as customers with product-specific service or support issues.

Categories of Records in the System

  1. Customer information: Customer and key contact name, mail and e-mail address, phone and/or fax number; customer ID(s); title, role, and employment status; company name, location, type and URL; vendor and/or contractor information.
  2. Identity verification information: Last four digits of Social Security Number (SSN), username and/or password, D-U-N-S Number, mailer ID number, publisher ID number, security level and clearances, and business customer number.
  3. Product and/or service use information: Product and/or service type, product numbers, technology specifications, quantity ordered, logon and product use dates and times, case number, pickup number, article number, and ticket number.
  4. Payment information: Credit and/or debit card number, type, and expiration date; billing information; checks, money orders, or other payment method.
  5. Customer preferences: Drop ship sites and media preference.
  6. Service inquiries and correspondence: Contact history; nature of inquiry, dates and times, comments, status, resolution, and USPS personnel involved.

Authority for Maintenance of the System

39 U.S.C. 401, 403, and 404.


  1. To enable review and response services for customer inquiries and concerns regarding USPS and its products and services.
  2. To ensure that customer accounts and needs are attended to in a timely manner.
  3. To enhance the customer experience by improving the security of Change of Address (COA) and Hold Mail processes.
  4. To protect USPS customers from becoming potential victims of mail fraud and identity theft.
  5. To identify and mitigate potential fraud in the COA and Hold Mail processes.
  6. To verify a customer’s identity when applying for COA and Hold Mail services.
  7. To support (or facilitate) the administration of Operation Santa, Letters to Santa, or similar programs.

Routine Uses of Records in the System, Including Categories of Users and the Purposes of Such Uses

Standard routine uses 1. through 7., 10., and 11. apply.

Policies and Practices for Storing, Retrieving, Accessing, Retaining, and Disposing of Records in the System


Automated databases, computer storage media, and paper.


By customer name, customer ID(s), mail or e-mail address, phone number, customer account number, case number, article number, pickup number, and last four digits of SSN, ZIP Code, or other customer identifier.


Paper records, computers, and computer storage media are located in controlled-access areas under supervision of program personnel. Access to these areas is limited to authorized personnel, who must be identified with a badge.

Access to records is limited to individuals whose official duties require such access. Contractors and licensees are subject to contract controls and unannounced on-site audits and inspections.

Computers are protected by mechanical locks, card key systems, or other physical access control methods. The use of computer systems is regulated with installed security software, computer logon identifications, and operating system controls including access controls, terminal and transaction logging, and file management software. Online data transmissions are protected by encryption.

Retention and Disposal
  1. Customer care records for products are retained 90 days.
  2. Records related to 1-800-ASK-USPS, Delivery Confirmation service, Special Services, and international call centers are retained 1 year.
  3. Customer complaint letters are retained 6 months and automated complaint records are retained 3 years.
  4. Business Service Network records are retained 5 years.
  5. Records related to Operation Santa, Letters to Santa, or similar programs are retained 6 months after the new calendar year.
  6. Other records are retained 2 years after resolution of the inquiry.

Records existing on paper are destroyed by burning, pulping, or shredding. Records existing on computer storage media are destroyed according to the applicable USPS media sanitization practice.

System Manager(s) and Address

Chief Customer and Marketing Officer and Executive Vice President, United States Postal Service, 475 L’Enfant Plaza SW, Washington, DC 20260.


Notification Procedure

Customers wanting to know if information about them is maintained in this system of records must address inquiries to the system manager in writing. Inquiries should include name, address, and other identifying information.

Record Access Procedures

Requests for access must be made in accordance with the Notification Procedure above and USPS Privacy Act regulations regarding access to records and verification of identity under 39 CFR 266.6.

Contesting Record Procedures

See Notification Procedure and Record Access Procedures above.

Record Source Categories

Customers and, for call center operations, commercially available sources of names, addresses, and telephone numbers.