Overview: This article provides instructions for customers who encounter delivery problems when sending mail to U.S. military personnel or facilities. Due to specific policies around third-party providers, we cannot directly resolve these issues ourselves but can provide support to help address the problem through the appropriate military channels.

Steps to Address Mail Delivery Issues:

1. Contact Your Military Point of Contact (POC):

   • If you experience delivery problems when sending mail to the U.S. military, your first step should be to reach out to your designated point of contact within the military. This individual, typically a representative with a .mil email address, is authorized to communicate directly with military support teams and can help escalate the issue.

2. Escalate the Issue to DISA:

   • Once in contact with your military POC, ask them to escalate the delivery issue to the Defense Information Systems Agency (DISA). DISA is responsible for communication and logistics support for the U.S. military and is the correct point of contact for resolving mail delivery concerns.
   • According to DISA’s policy, they cannot accept requests from commercial entities directly. Their directive states: “Unable to accept this request from a commercial user. Please have an appropriate .mil POC, in contact with the customer, added to this ticket.” This means only military representatives with .mil email addresses can initiate or address support requests for delivery problems.

3. Our Role as a Third-Party Provider:

   • As a third-party provider, we are not an accepted point of contact for U.S. military communications and are unable to resolve mail delivery issues directly. However, we are available to assist by providing any relevant information to help your POC address the problem with DISA.
   • If needed, our support team can provide documentation or any supplementary details required to facilitate the process, ensuring that your POC has everything they need for escalation.

Important Notes:

• It’s beneficial to have an established, reliable military POC, particularly if you expect frequent correspondence with military facilities. This relationship will simplify the process of escalating and resolving future delivery issues.
• While we can’t directly interact with military support teams, our team is prepared to support you and your military POC as needed.

Conclusion: For mail delivery issues involving the U.S. military, it’s essential that the customer’s military POC initiate communication with DISA. As a third-party provider, we will provide any needed support within the scope of military policy to assist in the resolution process.