The Changing Change of Address System
Filed under Delivery & Collection
Tags: change of address, services
Did you know that one in seven people in the United States change their address each year? Naturally, this creates a tremendous challenge for the Postal Service, which strives to maintain a high-quality repository of current addresses.
Change-of-address requests can be made in person at local Post Offices using a hardcopy form (PS 3575), or electronically using the Internet. They can even be made over the telephone. By far, the most popular way to change one’s official address is still using the hardcopy form, but those contemplating a move should consider their options carefully.
Loading ... Loading ...While the Postal Service’s change-of-address process generally works properly, our audit found that improvements are needed in the way hard copy requests are processed, authorized, and validated. Although Postal Service employees should reject and return orders with no signature, in some cases change-of-address orders without a proper signature slipped through. We also saw signature mismatches and occasions when Postal Service employees rather than customers signed or initialed the forms.
Is there a better way? We think there is. Our audit also examined the Internet and telephone change request systems. We found that these electronic alternatives are not only much more convenient for the customer, they are also far more effective in ensuring that only authorized and validated change-of-address requests are processed. Digital requests can be electronically matched against customers’ credentials quickly and efficiently. This results in a more secure environment, which is important because mail diverted to another location based upon unauthorized change-of-address orders is a major contributor to identity theft — America’s fastest growing crime.
There has to be a catch, you say. Well, there is. This service costs $1. We think it’s a bargain! To change your address online, go to moversguide.usps.com. To change your address by telephone, call 1-800-275-8777.
You should know the Postal Service does have systems in place to protect customers against unauthorized address changes. If a change of address has been submitted for you, the Postal Service will follow up with a Move Validation Letter. This letter is sent to your current address and notifies you that a request has been made to forward your mail to a new address. If you did not request to change your address, you should inform your local Post Office immediately as a potentially fraudulent situation may exist. In our audit, we found that the Postal Service generally sends these letters in a timely manner. Recently, the Postal Service has taken steps to further improve the timeliness of these letters, ensuring that they are processed within 3 to 10 days.
What do you think about the Postal Service’s change-of-address process? How can it be improved?
This topic is hosted by the OIG’s Information Technology audit directorate.
22 Responses to “The Changing Change of Address System”
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April 15th, 2010 at 5:42 pm
We live in Venice Florida for the winter as do hundreds/thousands of others. The Post Office here has run out of Forms PS3575 and there are none online. I tried to fill in the form online but we are Canadians and the online system will not let us enter a Canadian Province or Postal Code in order to get our mail forwarded until we rweturn in the late fall. This is not a very impressive system. The post office can’t give us a date as to when the new form will be in (they have been out for a week now). They are probably sending the forms by USPS so who knowswhen or if they will ever arrive. Can’t believe this system!!
January 17th, 2010 at 10:10 pm
What is the point of not making the Change Of Address form (PS 3575) available on the USPS website?! We want to print one out and give it to our father who’s moving to a nursing home. Your present system forces us to go to the post office to get the form, bring it back to our father’s house and fill it out, then go back to the post office with it. That’s CLUNKY! Please post a PDF on your website with all the other forms. Thank you!