June 11, 2010

Escalation Process for Mailers

On occasion, the Postal Service™ receives inquiries from mailers about who they should contact when they cannot get questions resolved at the acceptance unit of their business mail entry office. This DMM Advisory provides the escalation process and contact information to assist mailers in getting their questions answered as quickly as possible.

For questions concerning business mail preparation or acceptance, mailers should always consult first with the local Post Office^® or Business Mail Entry Unit where they hold their permits and deposit their mail. A BME Supervisor or Postmaster can be a good resource for information and assistance.

If you have questions regarding mailpiece design, contact your local Mailpiece Design Analyst.  You can search by using the Mailpiece Design Analyst Lookup.

The first step in escalating an issue or concern is to contact your District Business Mail Entry Manager. You can search by using the District Business Mail Entry Locator.

If you are unable to resolve your issues, you can escalate to the local District Marketing Manager. Marketing Managers and their Districts’ 3-digit ZIP Codes are listed on RIBBS>Business Mail Acceptance, under Important Links.

Mailers with Detached Mail Units (DMUs) and/or Special Postage Payment Systems may contact their District Business Mail Entry Manager. If unresolved they should contact their Business Mailer Support (BMS) Analyst.  A list of BMS Analysts can be found on RIBBS>Business Mail Acceptance, under Important Links.

The next step in the escalation process is the Area Marketing Manager. You can find contact information on RIBBS>Business Mail Acceptance, under Important Links.

If you feel that your concerns have not been addressed and you want to escalate it further, send an email to MailerSOXConcerns@usps.gov to have your issue addressed at the Headquarters level.