System Name:
Post Office and Retail Services.

System Location

USPS Headquarters, Consumer and Industry Affairs; Integrated Business Solutions Services Centers; Accounting Service Centers; and USPS facilities, including Post Offices and contractor locations.

Categories of Individuals Covered by the System

  1. Customers who apply for or purchase products and services at Post Offices, online, or at other retail sites. This includes products and services related to passports, Post Office boxes, caller services, and self-service equipment.
  2. Senders and recipients of Extra Services.
  3. Authorized users of Post Office boxes and caller services.
  4. Customers with inquiries or claims relating to Extra Services.
  5. Customers requesting delivery of mail to alternate locations.

Categories of Records in the System

  1. Customer information: Name, customer ID(s), customer Personal Identification Numbers (PINs), company name, phone number, mail and e-mail address, text message number, record of payment, passport applications and a description of passport services rendered, and Post Office box and caller service numbers.
  2. Identity verification and biometric information: Driver’s license; two forms of ID; signature; photographic image via self-service equipment; fingerprints, date of birth, and Social Security Numbers (SSNs) as required for passports by the State Department.
  3. Recipient information: Name, address, and signature.
  4. Names and addresses of persons authorized to access a Post Office box or caller service.
  5. Claim and inquiry information: Mailer and addressee name, mail and e-mail address, and phone number; claimant signature; claim or inquiry description, number, and status.
  6. Payment information: Credit and/or debit card number, type, and expiration date.
  7. Product information: Article number and class/services purchased.

Authority for Maintenance of the System

39 U.S.C. 401, 403, 404, 407, and 411; 22 U.S.C. 214; 31 U.S.C. 7701


  1. To enable customers to apply for and purchase nonfinancial products and services at Post Offices and other retail locations.
  2. To provide customers with mail or package delivery options.
  3. To ensure accurate and secure mail delivery.
  4. To respond to inquiries and claims related to Extra Services.

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. In addition:

  1. Disclosure of boxholder applicant name/address and the names of other persons listed as receiving mail on PS Form 1093, Application for Post Office Box or Caller Service, may be made to a federal, state, or local government agency upon prior written certification that the information is required for the performance of its duties. A copy of PS Form 1093 may be furnished.
  2. Disclosure of boxholder applicant name/address may be made to a person empowered to serve legal process, or the attorney for a party in whose behalf service will be made, or a party who is acting pro se, on receipt of written information that meets prescribed certification requirements. A copy of PS Form 1093 will not be furnished.
  3. Disclosure of boxholder applicant name/address and the names of other persons listed as receiving mail on PS Form 1093 may be made, on prior written certification from a foreign government agency citing the relevance of the information to an indication of a violation or potential violation of law and its responsibility for investigating or prosecuting such violation, and only if the address is (a) outside the United States and its territories, and (b) within the territorial boundaries of the requesting foreign government. A copy of PS Form 1093 may be furnished.

All routine uses are subject to the following exception: Information concerning an individual who has filed an appropriate protective court order with the postmaster will not be disclosed under any routine use except pursuant to the order of a court of competent jurisdiction.

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


Automated databases, computer storage media, and digital and paper files.


By name, customer ID(s), phone number, mail or e-mail address, or transaction or article number.


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. Passport applications are mailed on the day of acceptance with fees and documentation. Records related to passports are retained 2 years.
  2. Records related to Extra Services for domestic and international Express Mail items are retained up to 1 year.
  3. Domestic and international Extra Services records are retained 2 years. Records relating to Post Office boxes and caller services are retained up to 2 years after the customer relationship ends.
  4. Records collected via self-service equipment are retained up to 2 years.
  5. Records related to credit and/or debit card transactions are retained 2 years.
  6. Records related to inquiries and claims are retained 3 years from final action on the claim.
  7. Records related to retail transactions are retained up to 5 years.

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

System Manager(s) and Address

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

Vice President, Delivery and Post Office Operations, United States Postal Service, 475 L’Enfant Plaza SW, Washington, DC 20260.

Vice President, Controller, United States Postal Service,
475 L’Enfant Plaza SW, Washington, DC 20260.

Notification Procedure

For records relating to Post Office boxes, caller services, self-service, and passports, inquiries made in person must be made by the subject individual at the local Post Office. Requestors must identify themselves with a driver’s license or military, government, or other form of acceptable identification.

Note: For passports, inquiries are best directed to the Department of State, which maintains the original case file.

For Extra Services, information can be obtained from the facility where the service was obtained, or can be accessed on Inquiries should include name, date of mailing, and article number. For domestic or international Extra Services claims, customers can write a letter, including name, date of claim, and claim number, to Accounting Services, PO Box 80143 (for domestic claims) or PO Box 80146 (for international claims), St. Louis, MO, 63180, or call 866-974-2733. For international inquiries, customers can call 800-222-1811.

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