How to File a Complaint with the Post Office

Filing a Customer Service Complaint

Gather 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. 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.

Use 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. 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. 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.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.

Discuss 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.

Talk 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. 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.

Write 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. 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

Collect 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. 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.

Fill 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. 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.

Cooperate 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. 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

Organize 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. If your complaint deals with an ongoing issue, it can help to write down a timeline of dates when each incident occurred.

Use 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. 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).

Provide 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. 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.