Contents Index


D900 Other Delivery Services

D920 Caller Service


D920 describes caller service and the use of this service. It explains the basis of fees, the payment schedule, fee refund, and refusal or termination of caller service. It also covers accelerated reply mail (ARM).

1.0 Basic Information


Caller service is a premium service available for a fee to any customer requiring more than free carrier service or the largest installed box size, or to any customer who is required to use caller service by standard. The service allows a customer to pick up mail at a post office call window or loading dock when the office is open. Caller service does not include general delivery service. A customer may obtain caller service for receiving the mail of a client, subject to D042. A postmaster and a caller may not make any agreement that contravenes the regulations on caller service or its fees.


A caller is the person signing the application as an individual, or the organization represented by the individual signing the application.

1.3Service Types

Destination caller service is caller service provided at the postal facility to which the caller’s mail is addressed. Origin caller service (accelerated reply mail) is described in 7.0.

1.4Caller Service Number

Except for origin caller service, the customer (including a customer using a post office box number) is assigned a caller service number before caller service may begin. A caller number is assigned for each separation used. Except under 1.6, mail addressed to a caller service customer must include “Post Office Box” or “PO BOX” followed by the assigned number in the mailing address immediately above the city, state, and ZIP Code.

1.5Reserving a Caller Number

Customers may reserve a caller number for future use by paying the caller number reservation fee in R900.5.0. The postmaster determines the reserved numbers and may restrict the availability of this service.


A postmaster may exempt any customer continuously receiving firm holdout service since July 3, 1994, from the standard in 1.4 that correspondents must use the assigned post office box (caller service) number in the address.


The USPS may restrict caller service if such service adversely affects postal operations.

1.8Required Use

When mail for a customer’s post office box(es) exceeds the capacity of the box(es) on 12 of any 20 consecutive business days (excluding Saturdays, Sundays, and national holidays), or when the customer seeks multiple caller service separations, the postmaster can require the customer to use caller service, change to a larger box, or use one or more additional boxes (subject to availability) to which mail will be addressed. A customer required to use caller service because of the mail volume received may, once per semiannual payment period, make a written request to the postmaster for a new determination of whether current mail volume requires continued use of caller service.

1.9U.S. Agencies and Schools

Federal agencies and the various schools and departments within educational institutions are considered separate customers for 1.8.

1.10Eligible Customers

Caller service may be provided to the following:

a. A new customer planning to receive an incoming volume of mail that cannot fit into the largest available post office box.

b. A customer wanting a post office box when a box is unavailable, and the postmaster determines that such service does not adversely affect postal operations.

c. A customer formerly receiving firm holdout service.

2.0 Service


To apply for caller service, the applicant must complete all relevant spaces on Form 1093 and submit it to any postal facility that provides public window service. The facility need not be the one where destination caller service is desired. An incomplete or falsified application is sufficient reason to deny or discontinue service. An application is not considered approved until the USPS verifies the applicant’s identity.

2.2Transferring Service

Caller service may be transferred, without payment of an additional fee, to a different facility of the same post office if that facility has caller service. To transfer service, the caller must submit a new application either to the facility where service is currently provided or to the facility where service is desired. A caller may transfer service no more than once in any semiannual payment period and must submit a completed Form 3575 at the time of transfer.


Caller service may be provided to a minor (a person under 18 years of age) unless the minor’s parent or guardian submits a written objection to the postmaster.

3.0 Conditions of Use

3.1Mail Receipt

An individual caller or organization may receive mail properly addressed to the caller number. Mail addressed only to a caller number is delivered to the caller so long as no improper or unlawful business is conducted. A caller who, as a regular practice, wants to call for mail at a postal facility more than once in any 24-hour period must obtain the postmaster’s approval of the pickup schedule.


When any information required to be provided by the caller on Form 1093 changes, the caller must notify the post office of such changes.

3.3Unlawful Activity

Caller service may not be used for, or in connection with, a scheme or enterprise that violates any federal, state, or local law; breaches an agreement between the caller and a federal, state, or local agency for the caller to discontinue a specified activity; or violates or attempts to evade any order of a court or administrative body.


Caller service may not be used when the primary purpose is to have the USPS forward or transfer mail to another address free of charge.

4.0 Basis of Fees and Payment

4.1Caller Service Fee

Customers must pay the caller service fee listed in R900.5.0. The fee must be paid for each caller number or separation used, with the following exceptions:

a. If a caller uses many caller numbers but receives only a bulk delivery of mail not separated to those numbers, either because this mail is sorted to the customer’s unique 5-digit ZIP Code or because sortation is made by caller name or other identification, then the caller service fee is charged only for each separation actually made. The reserved number fee is charged for each of the caller numbers to which mail received by the caller is addressed.

b. When a post office box service applicant is provided a single caller service separation because of a shortage of available post offices boxes, then the fee charged is the fee for the largest installed post office box. In this instance, neither the caller service fee nor the reserved number fee is charged.

4.2Reserved Number

The reserved caller number fee in R900.5.0 is charged per calendar year or any part of a calendar year for each number reserved by a customer. Reserved caller number fees are not prorated.

4.3Fee Changes

A change in caller service fees (including reserved number fees) can arise from a general fee change. Any change in caller service fees takes effect on the date of the action that caused the change unless an official announcement specifies another date. If a caller service fee is increased, no customer must pay at the new rate until the end of the current service period, and no retroactive adjustment is to be made for a payment received before the date of the change. The fee charged is that in effect on the date of payment.

4.4Box Number

If a caller uses a physical post office box to obtain a caller number, the applicable fees for both post office box service and caller service must be paid.


The basic caller service fee is for a 6-month period. The fee must be paid in advance for each 6-month period. The fee may be paid for two periods at a time (i.e., up to 1 year in advance), but not more. The fee that must be paid is the one that is in effect on the day that the fee is paid. Fees may be paid using cash, credit or debit card, or check or money order payable to the postmaster. A mailed payment must be received by the postmaster on or before the due date.

4.6Payment Period

Except under 4.8, the beginning date for a caller fee payment period is determined by the approval date of the application. The period begins on the first day of either the same month if the application is approved on or before the 15th of the month, or the next month if approved after the 15th of the month. After that, caller fees for renewal of service may be paid any time during the last 30 days of the service period, but no later than the last day of the service period.

4.7Change of Payment Period

A caller of record may change the payment period by submitting a new application noting the month to be used as the start of the revised payment period. The date selected must be before the end of the current payment period. The unused fee for the period being discontinued may be refunded under 5.0, and the fee for the new payment period must be fully paid in advance. A change of payment period date may not be used to circumvent a change in caller service fees.


Postmasters at offices with fewer than 500 post office boxes may set April 1 and October 1 as the beginning of payment periods for caller service customers in their offices. Payment periods beginning other than April 1 or October 1 are brought into alignment with these respective dates by adjusting fees as follows:

a. New service, one-sixth of the semiannual fee is charged for each remaining month between the beginning of the new payment period and the next April 1 or October 1.

b. Existing service, one-sixth of the semiannual fee is charged for each remaining month between the end of all currently paid periods and the next April 1 or October 1.

c. Next one or two semiannual payment periods, an adjustment may be accepted in addition to fees.

5.0 Fee Refund

5.1Discontinued Number

When caller service is terminated or surrendered by the customer, the unused portion of the fee may be refunded as follows:

a. If service is discontinued any time within the first 3 months of the service period, then one-half of the fee is refunded.

b. If service is discontinued after the beginning of the fourth month of the service period, then none of the fee is refunded.

c. If service is discontinued and the customer has prepaid for the next semiannual service period, then the entire fee for that next period is refunded.

5.2Discontinued Postal Facility

When a postal facility is discontinued or relocated, a caller service customer at that facility may obtain a refund of unused caller service fees if caller service at that location is discontinued and additional travel of 1/4 mile or more (from the physical address on the caller’s Form 1093) is required to obtain equivalent service. For this purpose, one-sixth of a semiannual fee is refunded for each month left in the payment period. The refund is computed from the first day of that month (if the effective date of the facility discontinuance is on or before the 15th of the month) or from the first day of the next month (if the effective date is after the 15th of the month).

5.3Reserved Number Fee

The reserved number fee is not refundable.

6.0 Service Refusal or Termination


A postmaster may refuse to approve caller service if the applicant submits a falsified or incomplete application for caller service; within the 2 years immediately before submitting the application, the applicant violated a standard on the use of the service; or there is substantial reason to believe that the service is to be used for activities described in 3.3 or 3.4.


A postmaster may terminate caller service if the caller or its representative falsifies the application for the service; refuses to update information on the application; violates any standard on the use of the service; conducts himself or herself in a violent, threatening, or otherwise abusive manner on postal premises; or uses it for any unlawful activity as described in 3.3. The caller is notified of the postmaster’s determination to refuse or terminate service and of the appeal procedures to that determination.

6.3Customer Appeal

The applicant or caller may file a petition opposing the postmaster’s determination to refuse or terminate service within 20 calendar days after notice, as specified in the postmaster’s determination and 39 CFR 958. The filing of a petition prevents the postmaster’s determination from taking effect and transfers the case to the USPS Judicial Officer. The Administrative Law Judge’s or Judicial Officer’s decision under 39 CFR 958 constitutes the final USPS decision.

6.4Surrendered Service

Caller service is deemed surrendered if the caller submits a permanent change-of-address order, fails or refuses to pay the appropriate fees by the due date, or submits a written notice to discontinue service.


7.0 Accelerated Reply Mail (ARM)


Accelerated reply mail (ARM) is origin caller service provided at a postal facility other than the one to which the caller’s mail is addressed. ARM is subject to the applicable standards for caller service and the additional standards in 7.0.


ARM must be obtained at an originating mail processing facility that is fully automated to process prebarcoded mail.


The caller’s mail must meet the standards for barcoded First-Class Mail and must be certified by the mailpiece design analyst at the origin facility where ARM service is requested. The barcode on the mailpiece must represent the ZIP+4 code or the mailer’s unique 5-digit ZIP Code printed on the mailpiece.

7.4FIM A

The caller’s mail must bear facing identification mark (FIM) A.

7.5Caller Service

Caller service must also be obtained at the destinating postal facility. The address on all mailpieces to be received through ARM must be the post office box address assigned where destination caller service is authorized. Mailpieces that show a dual address must show only the post office box on the line immediately above the city, state, and ZIP Code line.

7.6Mailer Receipt

The mailer may either pick up ARM at the origin facility caller service window or have it reshipped, through Express Mail Custom Designed Service, to the destination caller service address or to another address specified by the mailer in the Custom Designed Service Agreement. To change the destination address on the Custom Designed Service Agreement, the mailer must provide a 30-day advance notice and submit an amended ARM application, completing only the “Applicant Information” and “Express Mail Reship.”


An applicant who is a commercial mail receiving agent (CMRA) must also meet the applicable standards in D042.

7.8Mailer Compliance

An applicant for ARM must meet the application procedures in 2.0. Besides completing Form 1093, an applicant for ARM must also complete Form 8061 and submit both forms to the facility where ARM service is desired.

7.9USPS Actions

ARM service is not provided until the USPS verifies the applicant’s identity and service availability at the requested facility, and makes scheme preparations.

7.10ARM Assignment

When the application is approved and the caller service fee received, an ARM number is assigned. A separate basic fee must be paid for each facility where ARM service is provided.


An ARM authorization may not be transferred to another facility.

7.12Past-Due Caller Fee

Payments for ARM service must be received at least 45 days before the applicable semiannual period. Payment of the renewal fee is due at least 45 days before the last day of the last month of the current period. Payment may be made for the next semiannual or annual period, as appropriate. If, on notice, the customer does not pay the fee by the 30th day before the end of the current payment period, the barcode sortation scheme is revised to remove the separation for the caller. Once that change is made, the caller must reapply to obtain further ARM service.


A refund is made only for future prepaid periods if a caller discontinues ARM service. No refund is made for the remaining part of the current fee period.

DMM Issue 58 (8-10-03)