Our customers deserve our best efforts as well as our respect and courtesy.
On the first call from you, our customer, we will say:
What can be done immediately and what will take longer,
When it will be done, and
Who will handle your request.
We will call you if anything changes from what we first told you, give you a status report, and explain what will happen next.
We will have staff available from 8:00 a.m. - 5:00 p.m. Eastern Time, Monday - Friday to answer your calls. For participant inquiries, our Customer Contact Center will be open two hours longer, until 7:00 p.m. If you leave a message, we will return your call
within one work day.
We will acknowledge your letters within one week of receipt.