Attachment 14 - 2025 DP3 Tender Of Service - 15 May 25 (Final Copy).pdf

Defense Personal Property Program (DP3) Household Goods (HHG) Tender of Service (TOS)

Managed by:

Defense Personal Property Management Office (DPMO)

United States Transportation Command 508 Scott Drive Scott AFB, IL 62225

Effective Date: 15 May 2025

As of: 30 January 2025

2025 DP3 HHG TOS

30 Jan 2025

Left Blank Intentionally

Table of Contents

LIST OF CHANGES

INTRODUCTION

A. QUALIFICATIONS

1. General

B. MUTUAL AGREEMENTS AND UNDERSTANDINGS

1. Service

2. Personnel

3. Through Responsibility

4. Pickup at or Delivery to a Military Terminal

5. Use of a DoD-Approved Alternate TSP

6. Tracing Shipments

7. Storage in Transit (SIT)

8. Weighing of Shipments

9. Removal of Property from Facilities Disqualified by DPMO

10. Loss or Damage

11. Inconvenience Claim (IC)

12. Statement of Accessorial Services Performed

13. Shipment Inspection by PPSOs

14. Billing Procedures

15. International Shipments

16. Unusual Occurrences

17. Third-Party Declaration

18. Force Protection

19. Customer Satisfaction Survey (CSS) Language Prohibition

20. Origin Servicing Agent Representation

21. Move Management Company’s Performance

C. PERFORMANCE REQUIREMENTS

1. Pickup and Delivery Dates

2. Preparation of Articles

3. Packing Requirements

4. Manner of Packing

5. Inventory

6. Overflow Shipments

7. Containers

8. Documents Provided to the PPSO/Aerial Port

9. Documents Provided to the Customer

10. SIT

11. Unloading and Unpacking at Destination

12. Recording Loss or Damage

D. CERTIFICATION

1. Violations

2. Terms and Conditions

Figure B-1. DD Form 619 – Statement of Accessorial Services Performed

Figure B-2. Notification of Loss or Damage AT Delivery

Figure B-3. Notification of Loss or Damage AFTER Delivery

Figure B-4. Unusual Occurrence Notification Form

LIST OF CHANGES

Version Description Revision Date Page #s

2023 • Administrative updates throughout

• A. Qualifications o 1.c – Updated paragraph and subparagraphs to further define unethical acts

• B. Mutual Agreements and Understandings o 1. – Updated sentence DPMO responsibilities of proprietary information o 2. – Updated paragraph to clarify and provide examples of Military Services and personal information o 2.b. – Further clarified results of unfavorable background checks o 3.b. – New paragraph on use of quality assurance information o 3.f. – New paragraph on prohibition of double brokering o 3.g. – New paragraph on law governing the registration of service providers o 6.a – Added language giving examples of administrative actions o 6.c. – New paragraph outlining administrative action for using agents in non-use o 7. – Clarifying requirements for service providers during tracing of shipments o 9.a.(2)(a) – Removed wording for reweigh prior to placement in SIT o 9.b.(1) – Clarified language for lost certified weight tickets and need for prior approval to be paid o 16. – Updated requirements for international shipments and adhering to use of Cargo Preference Act and Fly America Act o 19.b. – Updated version and date for TSP Certificate of Health Protection Protocol Form

• C. Performance Requirements o 1.k.(2) – Updated in-transit visibility language for notification requirements and timelines o 1.k.(3) – Updated notification language for 24-hour notification and second notification must be telephonically o 1.l.(6) – Added language for any change request in spread to be submitted no later than to the first day of packing o 2.e. –Added lithium battery requirement for

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Pg 24 shipping lithium batteries lithium-ion and lithium metal o 5 – Electronic inventories remain highly-encouraged for 2023. Updates to inventory paragraph to increase clarity and requirements when electronic inventories are used o 5.a.(3)(g) – Require a handwritten/hard copy of inventory if failure of e-inventory equipment o 5.a.(9) – Updated privately owned firearm requirements to not ship privately made, non-serialized firearms o 7.h.(4) – Clarified language on placement of seals on HHG shipments

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Change 1

• Throughout Document o Revised use of punitive action to administrative action

• B. Mutual Agreements and Understandings o 3.f. – Revised paragraph on use of double brokering o 3.g. – Revised paragraph for TSP registration o 12.d.(6) – Updated paragraph to provide additional information if appealing a claim o 15. – Updated language on International

Shipments to streamline and removed sub paragraphs o 18 – Added paragraph and updated language on pandemic related notifications.

o 18.a – Added new paragraph related to Safety Move processes when received by authorized TSPs.

o 18.c – Removed requirement for HPP Form completion

• C. Performance Requirements o 1.l.(6) – Updated language to clarify any change request in spread dates must be sent to PPSO by the customer and added verbiage.

o 5.a.(10) – Clarified language for POFs that are “manufactured in 1968 or after"

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2024 • B. Mutual Agreements and Understandings o 16. – Added language on using the DP3 Unusual

Occurrence Notification Form

• C. Performance Requirements o 2.h – Added paragraph on items liable to cause damage

• Figure o Figure B-4 – Added Unusual Occurrence

Notification Form

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Change 1

• Added INTRODUCTION

• A. QUALIFICATIONS

o 1.b.(2). – Added language on DPMO efforts to assess program changes with GHC and make applicable updates as necessary.

• C. PERFORMANCE REQUIREMENTS

o 1.d. – Made administrative changes to remove reference to “peak season” when the requirement is beyond DP3 peak season.

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2025 • A. QUALIFICATIONS

o 1.b. – General: TOS – made updates to the effective year.

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INTRODUCTION

Purpose: This Tender of Service (TOS) provides the rules and regulations published by the U.S.

Transportation Command (USTRANSCOM) for the movement of personal property for DoD and US Coast Guard (USCG) members and their families.

Scope: This TOS provides guidelines, rules, regulations, and other information required to participate in the movement of DOD personal property. The TOS specifies rules, regulations, and procedures that Transportation Service Providers (TSPs) are obligated to perform when moving service personnel personal property, both military and civilian.

Authority: Under responsibilities assigned to the Commander, USTRANSCOM, in the Defense Transportation Regulation (DTR) 4500.9-R. USTRANSCOM is responsible for the developing rules and guidelines worldwide for shipment of domestic and International personal property on behalf of the entire DoD, including civilian appropriated and non-appropriated fund employees, and the USCG.

A. QUALIFICATIONS

1. General:

a. Gender: The first-person singular pronoun is used throughout this TOS and refers to a person, partnership, or corporation submitting such tender.

b. TOS:

(1) I understand this TOS, in addition to the Defense Property Program International Tender (IT) and Defense Personal Property Program Domestic Tariff 400NG (400NG), is binding for shipments with a pickup date of 15 May 2025 or later for applicable DP3 shipments I accept including shipments on Bill of Lading(s) (BL), or purchase orders, and will form a part of the conditions thereof.

(2) I accept this TOS, in addition to the IT and the 400NG, is binding until 14 May 2026 or until the government publishes new documents superseding 2025 Business Rules. DPMO will adjust the business rules as needed to support GHC transition efforts, to include updates to the IT and the 400NG.

(3) I will submit to the Director, Defense Personal Property Management Office (DPMO), United States Transportation Command (USTRANSCOM), the Electronic TOS Signature Sheet (ETOSSS) certifying I have read and understand the terms and conditions and agree to provide service as set forth in this TOS. I will retain the actual TOS for my files.

(4) I understand submission of this ETOSSS, hereafter referred to as Tender, is a prerequisite to my consideration for Department of Defense (DoD) approval for the movement of personal property; it does not obligate the government in the distribution of traffic; and such submission indicates I consider myself to be qualified, willing, and able to accept shipments from military activities and seek such shipments under the terms set forth herein.

Changes, additions, and deletions are effective upon receipt of notification unless specifically stated otherwise.

(5) I agree to comply with all requirements of the DP3 Transportation Service Provider (TSP) Qualification Program as prescribed by the

DPMO.

(6) I agree to maintain up-to-date documentation with the Department of Transportation and State requirements to operate as a motor carrier or freight forwarder. This includes the ETOSSS, Certificate of Independent Pricing (CIP) and Certificate of Responsibility (COR), and all additional required certifications.

c. Unethical Acts: 1 I agree the ETOSSS is signed with knowledge of the law that:

(1) whoever, in any matter within the jurisdiction of any department or agency of the United States, knowingly and willfully:

(a) Falsifies, conceals, or covers up by any trick, scheme, or device, a material fact;

(b) Makes any false, fictitious, or fraudulent statements, or representation; or

(c) Makes or uses any false writing or document knowing the same to contain any false, fictitious, or fraudulent statement or entry shall be subject to the penalties prescribed in the criminal law of the United States (i.e., 18 U.S.C. § 1001, Statements or Entries Generally).

(2) any person who—

(a) knowingly presents, or causes to be presented, a false or fraudulent claim for payment or approval;

(b) knowingly makes, uses, or causes to be made or used, a false record or statement material to a false or fraudulent claim;

(c) conspires to commit a violation of subparagraph (a), (b), (d), (e), (f), or (g);

(d) has possession, custody, or control of property or money used, or to be used, by the Government and knowingly delivers, or causes to be delivered, less than all of that money or property;

1 This is a non-exclusive list. There are other criminal and civil statutes that apply such as:

18 USC § 287, False, Fictitious or Fraudulent Claims 18 USC § 201, Bribery of Public Officials and Witnesses 18 USC §208, Acts affecting a personal financial interest 18 USC § 1516, Obstruction of Federal Audit 18 USC § 1341, Frauds and Swindles (Mail Fraud) 18 USC § 1343, Fraud by Wire, Radio or Television (Wire Fraud) 18 USC § 1832, Theft of Trade Secrets 18 USC § 226, Bribery affecting port security 41 USC § 51-58, Anti-Kickback Act 15 USC § 1, Sherman Antitrust Act 18 USC § 371, Conspiracy to Defraud the United States 18 USC § 1031, Major Fraud Against the United States

(e) is authorized to make or deliver a document certifying receipt of property used, or to be used, by the Government and, intending to defraud the Government, makes or delivers the receipt without completely knowing that the information on the receipt is true;

(f) knowingly buys, or receives as a pledge of an obligation or debt, public property from an officer or employee of the Government, or a member of the Armed Forces, who lawfully may not sell or pledge property; or

(g) knowingly makes, uses, or causes to be made or used, a false record or statement material to an obligation to pay or transmit money or property to the Government, or knowingly conceals or knowingly and improperly avoids or decreases an obligation to pay or transmit money or property to the Government,

(h) shall be subject to the penalties prescribed in the civil law of the United States (i.e., 31 U.S.C. § 3729, False Claims); and

(3) Is subject to administrative actions such as suspension and debarment and/or removal from the program.

B. MUTUAL AGREEMENTS AND UNDERSTANDINGS

1. Service: I will use established, quality commercial practices to provide service in accordance with (IAW) the provisions of this Tender. If requested by the DPMO or DoD quality assurance inspectors, I will provide operating procedures or established company standards as needed. The DPMO will protect proprietary information IAW law and regulation.

2. Personnel: I will deliver quality moving and storage services to DP3 customers. I will service DP3 shipments with a trained, professional workforce that treats Military Service (e.g., Army, Navy, Air Force, Marine, Space Force and Coast Guard) personnel and their families with respect; protects their home and belongings from damage; prioritizes prompt, accurate correspondence; and protects their personal information (e.g., personally identifying information (PII), telephone numbers, addresses, etc.) from inappropriate release.

a. I will ensure a background check is conducted, in accordance with industry standards and at my expense, on all personnel whose role involves interacting with a DoD customer.

b. I will make employment records available to the DoD upon request, to the extent allowed by law. The DoD has the right to prevent certain employees from performing due to an unfavorable background check; personnel with an unfavorable background will not be permitted to enter a military installation (e.g., fort, post, base, camp, station, etc.) nor are they authorized to service a shipment.

c. I will ensure all persons interacting with customers on and off installation meet the specific requirements for local installation access as listed in DoD 5200.08-R, Physical Security Program (see https://www.esd.whs.mil).

d. I will only use personnel qualified in their assigned duties in the handling of https://www.esd.whs.mil/ personal property. Company representatives must present a clean, professional appearance.

e. I will ensure at least one English-speaking representative is always available when performing packing, loading and delivery services.

f. I understand smoking (including e-cigarettes) will not be allowed in the customer’s residence, or within 50 feet of the customer’s personal property.

g. I will not dispatch personnel to a DoD customer’s residence who appear to be under the influence of alcohol or drugs, or in possession of a firearm. If at any time after dispatching, my personnel become under the influence of alcohol or drugs or are in possession of firearms or drugs or uses abusive language during the handling of DoD customer’s personal property, I will replace said individual(s) immediately with other qualified personnel.

3. Through Responsibility:

a. I understand all shipments tendered to me must be moved under my responsibility from origin to destination.

b. I understand that inspection or quality assurance actions are not considered proprietary or privileged information and may be disclosed publicly to DoD customers and their families and in support of actions against an agent or in support of other program interests.

c. I agree that if through my fault, or the fault of my agent, I ship the wrong personal property or all or a portion of a shipment is sent to the wrong destination, I will be responsible for the return of the erroneous shipment and movement of the correct personal property to the customer’s destination at my expense. Movement must be expedited when the customer needs the property as ordered by the Personal Property Shipping Office (PPSO).

d. I understand I am not liable for movement costs for shipments released in error by a DoD contractor, PPSO, owner, or owner’s representative.

e. I understand if I am unable to perform in such a manner as to complete the through movement of a shipment in a timely manner, the government may take possession of the personal property and complete the movement. I understand I am liable for all additional costs incurred by the government in excess to those costs that would have been incurred if I had maintained total through movement of the shipment.

f. Double Brokering of any DoD HHG is not permitted. TSPs may not solicit drivers with a price for specific loads through broker or load boards unless they have already been awarded that freight by a DoD shipper. Double brokering is defined as when a TSP assigns a shipment to a carrier who then brokers the shipment to another carrier. TSPs awarded DoD HHG shipments are responsible to ensure that its underlying TSP(s) handle and deliver freight without the underlying TSP contracting the use of additional TSPs and brokers.

g. TSP shall be solely responsible for the acts and omissions of any third

2024 DP3 HHG TOS

parties/outsourcing that the TSP elects to enter into a private contract with. TSPs, household goods agents, or other vendors shall be responsible for conducting their own due diligence when making private commercial decisions, whether to contract commercially, concerning the performance of service under a particular bill of lading. TSPs, subcontractors and vendors are required to resolve their commercial problems and disputes independently of USTRANSCOM, presumably through measures available to entities involved in commercial contracting (e.g., mediation, arbitration, recourse to the judicial system, collection agencies) Reports: I agree to provide reports to USTRANSCOM DPMO as required and upon request.

4. Pickup at or Delivery to a Military Terminal:

a. I understand when I have been notified an entire shipment is available for pickup at a military terminal (air or surface), I must pick up the shipment as soon as possible, but not later than (NLT) one Government Business Day (GBD) for military air terminals and NLT five GBDs for military water terminals from the date of receipt of notification.

b. Upon delivery of a shipment to a military air or ocean terminal, I agree to provide the terminal with a memorandum copy of the BL describing the shipment.

5. Use of a DoD-Approved Alternate TSP:

a. I understand DPMO publishes a list of approved TSPs and a list of TSPs that have been disqualified or revoked. TSPs appearing on the disqualified or revoked lists shall not to be used by other approved TSPs. I understand the use of aforementioned TSPs may result in administrative actions (e.g., revocation from the DP3 program, non-use, suspension, etc.) against me (see DTR Part IV, Chapter A-405, Quality Assurance, of this regulation). I will monitor the overall service performance of agent representatives providing relocation services at the origin and destination. The quality assurance plan will be in place to reverse trends of substandard performance.

b. I understand and accept that the performance of an alternate TSP I chose to use will be reflected in my Performance Score.

c. I understand the use of SIT/NTS or other local agents who are in a non-use status for origin or destination services in any capacity for DoD personal property shipments may result in administrative action.

6. Tracing Shipments: I agree to trace shipments upon request from a PPSO or the customer. I agree to acknowledge such a request and notify the requester of the shipment location within one GBD from the initial request domestically and within 72 hours (three GBDs) for international shipments.

7. Storage in Transit (SIT): I understand SIT at origin and/or destination must be in a DoD approved storage facility and may be approved based on the customer’s ability to accept delivery. I will refer to the DTR, Part IV, Chapter A-402, Shipment Management, IT and 400NG for further details. If shipment is placed in “SIT AT ORIGIN” at government’s direction, I will notify the customer of placement into SIT to allow the customer to make arrangements at destination. Upon release from

SIT at origin, I agree to notify the customer of the new RDD.

8. Weighing of Shipments:

a. I will weigh all shipments IAW the IT and 400NG and enter the shipment weight in Defense Personal Property System (DPS), within four (4) GBDs after shipment pickup date or prior to the shipment arrival, whichever is earlier, to allow the customer or PPSO the opportunity to request a reweigh. I will also provide the weight tickets to the origin PPSO within seven (7) GBDs after shipment pickup.

(1) Weighing of Professional Books, Papers, and Equipment (PBP&E):

(a) When PBP&E (also known as Military (M-PRO) or Spouse (S- PRO)), are included as part of the shipment, the weight of such articles will be annotated separately on the inventory; weight may be obtained using bathroom, certified platform-type, or warehouse scales.

(b) In the event scales are not readily available, a constructive weight of seven (7) pounds per cubic foot may be used for PBP&E and the symbol will be inserted by the TSP or agent after the weight to indicate a constructed weight was used.

(2) Reweighing:

(a) I agree to reweigh a shipment in accordance with the IT and

400NG.

(b) Upon request of the PPSO or customer to witness the reweigh, the TSP must provide reweigh date and time to give a reasonable opportunity for the interested parties to be present at the weighing.

(c) When a shipment is reweighed and the weight recorded is less than the net or gross weight secured at the initial weighing, I agree to update DPS by entering the lesser weight(s) prior to invoicing or within four

(3) GBDs of reweighing, whichever is earlier, and to invoice the government on the lower of the two (2) net or gross weights. I will also provide the weight tickets to the origin PPSO within seven (7) GBDs after shipment pickup.

(a) In the event the reweigh is not performed prior to initial invoicing, I will submit a supplemental invoice to refund any reduced charges based upon the new weight obtained.

(b) I will reweigh all international shipments IAW IT Item 505 at destination to enable witnessed reweighs. Note: Some OTO locations don’t have certified scales; therefore, exceptions may apply.

b. Lost Certified Weight Tickets:

(1) When certified weight tickets are lost and otherwise unobtainable, I must request prior approval from the PPSO to utilize a constructed weight in order to be paid for services rendered.

(2) Any request for payment based on a constructed weight must be in writing and contain a detailed description with all related documentation of the circumstances surrounding the loss of the weight tickets, to include all efforts to obtain certified true copies.

(3) The TSP is required to submit a legible inventory, signed by the customer or designated representative of all items packed and transported at government’s expense. Upon PPSO approval, TSP must use the Weight Estimator (located at https://www.ustranscom.mil/dp3/weightestimator.cfm, download Weight Estimator) to obtain the cubed weight for items. For all items not covered in the Weight Estimator, the cube will be converted to a weight basis using seven (7) pounds per cubic foot including PBP&E.

9. Removal of Property from Facilities Disqualified by DPMO: When the approval of my facilities or the SIT warehouse is rescinded by the DPMO from further use, and it is considered necessary by the PPSO to remove the personal property to prevent damage or contamination, I will immediately move the property to another DoD-approved warehouse. The costs of such removal will be at no expense to the government or the customer.

10. Loss or Damage:

a. I will exercise care to prevent loss or damage of personal property in the process of packing and unpacking and will protect personal property in my possession.

b. I agree to follow all provisions outlined in the DP3 Claims and Liability Business Rules. The responsible TSP will submit a written “After Action” Report (AAR) within 10 GBDs to the DPMO for all unusual occurrence shipments which includes the BL number, the customer’s name, the root cause of the unusual occurrence and efforts the TSP is taking to resolve. Once all mitigation efforts are complete, the responsible TSP will submit a written report of all known facts and events in chronological order.

c. If a claim is not settled within the 60-day period, I will, at that time and at the expiration of each succeeding 30-day period while the claim remains pending, advise the claimant in writing of the status of the claim and the reasons for delay in making final disposition.

d. I will ensure the DPS is updated with final action taken, including date and total amount of the settlement.

e. I acknowledge that I am responsible for real property damage. Prior to a pack-out/delivery, I will install floor coverings in high traffic areas of interior areas (finished) living spaces (e.g., floor coverings for entry and interior hallways). In addition, I will protect doorways in high traffic areas (e.g., entry doorways, etc.) prior to a pack-out/delivery. Upon arrival and before departure from residence, I will conduct a joint inspection (walk-around) with the customer and report real property condition and note https://www.ustranscom.mil/dp3/weightestimator.cfm any damages (interior and exterior) in writing to the member on the "DP3 Real Property Damage Form" located at https://www.ustranscom.mil/dp3/docs/otherpdfs/0300+2021_Business_Rules/Real%20Pro perty%20Damage%20Form%201%20Feb%202021.pdf. I will advise the customer they must notify the responsible TSP within seven (7) calendar days of the damages occurring during the pack-out/pickup/delivery regardless of whether the damage was reported on the form. My seven (7) calendar day notification starts on the first day after the pickup/delivery dates. My failure to provide a point of contact for real property damages negates the 7-calendar day period. I must arrange for a repair firm to inspect real property damage within 15 calendar days of notification by the customer. The customer must request a claim and seek recovery or restitution directly from the responsible TSP. The TSP must allow the customer to file a claim for any damages to real property with the TSP. I must provide the "DP3 Real Property Damage Form" to the customer at pack-out/pickup/delivery.

11. Inconvenience Claim (IC):

a. I hereby reaffirm it is my responsibility to pick up on the agreed date and deliver shipments on or before the Required Delivery Date (RDD) as reflected on the BL, (i.e., to include short fuse shipments) and to meet the agreed upon delivery date out of SIT. When I am unable to meet these requirements, I must advise the customer on IC rules prior to the missed pickup, RDD or agreed upon delivery out of SIT as listed below.

b. I understand the IC process provides a simplified method for DoD customers to account for inconveniences associated with my inability to meet agreed and/or required dates. I understand the IC is intended to offset expenses incurred by a customer and their dependents because they are not able to use necessary items in their shipment to establish their household such as furniture and/or appliance rental, air mattresses, towels, linens, pillows, and necessary kitchen items as detailed in 12.f. The per diem provides my company a method to calculate a baseline amount for IC payment by location for the customer. I understand that customers who are not able to use necessary items in their shipment to establish their household may incur actual out-of-pocket expenses beyond the baseline amount and I will review and consider those claims in accordance with the guidance in 12.d.

c. I agree to acknowledge an IC from a customer or a PPSO within five (5) GBDs from the date of contact.

d. Reimbursement:

(1) I agree to reimburse the customer within 30 days from contact. The amount applicable for reimbursement at pickup or the delivery location, as annotated on the bill of lading, is found using the government per diem rate for meals and incidental expenses (excluding lodging) at (https://www.defensetravel.dod.mil/site/perdiemCalc.cfm). I will compensate the customer for all days that result from my failure to pick up on the agreed dates and/or deliver on or before the RDD as stated on the BL or correction notice thereof, when the customer is available for delivery. I agree the claim will be computed beginning https://www.ustranscom.mil/dp3/docs/otherpdfs/0300%2B2021_Business_Rules/Real%20Property%20Damage%20Form%201%20Feb%202021.pdf https://www.ustranscom.mil/dp3/docs/otherpdfs/0300%2B2021_Business_Rules/Real%20Property%20Damage%20Form%201%20Feb%202021.pdf http://www.defensetravel.dod.mil/site/perdiemCalc.cfm) http://www.defensetravel.dod.mil/site/perdiemCalc.cfm) the day after the agreed upon date or missed RDD as specified on the BL. The payment will include the full meals and incidental expense rates for the DoD customer at affected location and number of days at the 100% rate. I will advise the customer they must file a claim with my company for payment and will outline the process for doing so.

(2) The maximum amount due as part of an IC payment without receipts is limited to seven (7) calendar days. In no case will payment be for less than the 100% per diem rate for the number of days impacted. Receipt free per diem applies only to the first seven (7) calendar days unless the claim exceeds the local per diem rate for Meals and Incidental Expenses (M&IE) for the member only. During the first seven (7) calendar days the customer is due the greater of the per diem rate or actual expenses as substantiated by receipts. Receipts are mandatory for actual out-of-pocket expenses that exceed the local per diem rate for the first seven (7) calendar days.

(3) Payment for the per diem rate is not applicable beginning on the eighth (8th) calendar day. Receipts are mandatory beginning on the 8th calendar day for all actual out-of-pocket expenses.

(4) Should the customer claim actual out-of-pocket expenses which exceed the baseline payment amount, they will provide an itemized list of ALL expenses supported by receipts for reimbursement. This process affords DoD customers and families a method of collecting actual out-of-pocket expenses beyond the baseline amount.

The customer will be authorized either the per diem amount or the actual out-of-pocket expenses, whichever is greater. All expenses claimed beginning the 8th day must be documented with receipts.

(5) Unaccompanied Baggage (UB): ICs for UB shipments will be solely based on actual expenses incurred and will follow the processes outlined in para 12.f.

(6) Disputed claim: I will make every effort to resolve any disputes with the customer. In the event I am unable to resolve the dispute, I will contact the origin PPSO (for missed pickup) or destination PPSO (for delivery) for resolution. Should I disagree with the PPSO resolution, I may appeal the case to DPMO within 10 calendar days of notification from the responsible PPSO. Should I decide to appeal to DPMO, I will provide the date of my appeal to the responsible PPSO. I understand the decision of DPMO is final and the claim must be settled within 10 days from the date of the final decision. Appeals will be sent to transcom.scott.tcj9.mbx.pp-claims@mail.mil. Reference para 12.f for details on expenses beyond the per diem amount.

e. SIT:

(1) I am responsible for an IC payment when a shipment goes into SIT if I fail to make two (2) documented unsuccessful attempts to contact the customer that are made six

(6) hours apart. The customer is authorized an IC between the date placed into SIT and the first available delivery date (FADD) out of SIT.

(2) I am responsible for an IC payment in the event I do not meet an RDD, and the customer is not able to receive the shipment, due to good cause (i.e., hospitalization, mailto:transcom.scott.tcj9.mbx.pp-claims@mail.mil mailto:transcom.scott.tcj9.mbx.pp-claims@mail.mil mailto:claims@mail.mil training, etc.), on FADD provided by myself. The customer is authorized an IC between the RDD and the FADD. However, the request must be accompanied by proper documentation substantiating the claim (i.e., doctor’s evaluation, orders, etc.).

(3) I am responsible for an IC payment when a shipment is placed into SIT and I am unable to deliver the shipment out of SIT within the following dates whichever is later:

a. Within seven (7) GBDs of the date the customer makes first contact requesting delivery or

b. Within two (2) GBDs of the requested delivery date when the requested date exceeds seven (7) GBDs from when the customer makes first contact requesting delivery.

f. Actual expenses: The following guidelines apply to 1) UB shipments and 2) instances where a customer claims actual out-of-pocket expenses that exceed payments of the per diem baseline:

(1) Actual out-of-pocket expenses are expenses incurred by a customer and their dependents because they are not able to use necessary items in their shipment to establish their household. Expenses that may be reimbursed when establishing a household include, but are not limited to, laundry service, furniture and/or appliance rental (to include rental of a television), air mattresses, towels, linens, pillows, and necessary kitchen items, such as pots, pans, dishes, paper plates, and plastic ware.

(2) Groceries are not eligible for reimbursement. Lodging and meals are normally not part of an IC but the government recognizes there may be unique circumstances that would require consideration. Exceptions to the minimum requirements (e.g., limited lodging and meals required due to unexpected inability to deliver) may be considered on a case-by-case basis. I must make customers aware that in instances where lodging or meals are approved it should be reasonable and usually will only be reimbursed for a short duration.

(3) Customers are required to document the claim fully with an itemized list of charges and accompanying receipts for charges incurred.

(4) A request for reimbursement of alcoholic beverages is prohibited.

(5) If I make an IC payment for durable household items such as towels, pots, and pans, etc., I may arrange to reclaim those items upon delivery of the customer’s shipment.

g. I understand that I am not liable for an IC payment if:

(1) A delay was solely caused by natural disasters; acts of the public enemy; acts of the government; acts of the public authority; violent strikes; mob interference; or delays of Code J or Code T shipments that were caused by the government and my negligence did not contribute to the delay.

(2) The customer, or their designated representative, is not available for delivery (e.g., customer has not taken possession of their residence) on TSPs FADD, as long as the FADD is before RDD.

(3) The delayed shipment is comprised entirely of alcohol.

(4) The shipment went into SIT except as identified in 12.e above.

(5) The shipment is turned back due to the discovery of mold or infestation at time of pickup (except once mitigation is complete or if there is a negative finding in the event of suspected mold and new pickup and RDD is established)

(6) In the event of a catastrophic loss or in the event of requirement for mold remediation, IC liability will terminate 15 days after payment is received for essential items IAW Claims and Liability Business Rules.

h. Report:

(1) I will provide a monthly report, (twice a month between 15 June through 31 October due on the 1st and 15th of each month, or first business day thereafter), to USTRANSCOM Defense Personal Property Management Office detailing all filed ICs (including completed payments), by BL, to transcom.scott.tcj9.mbx.pp-ops@mail.mil.

(2) I understand I must report on all shipments with missed pickups, late deliveries, or otherwise exceeding the allowed delivery timeframes out of SIT.

i. Turn-back Shipments:

(1) In the event I turn-back a shipment within 14 calendar days of the pickup date, I agree to reimburse the customer for actual out-of-pocket expenses if PPSO is unable to rebook shipment with the original pickup dates and the dates must be adjusted past the original pickup date request. I will be responsible for actual out-of-pocket expenses incurred from the original pickup date thru the new pickup date.

(2) In the event a turn-back or any other failure to service a shipment, results in the Services reimbursing the customer for an Actual Cost Reimbursement Personally Procured Move, I may be held responsible to reimburse the government for costs above the government constructed costs that exceeds the TSP’s rates on shipment.

j. Missed RDD when customers were not available on a specific date due to mission impact:

(1) I am responsible for an IC in the event the customer was available for delivery on the missed RDD and were subsequently unavailable for delivery on the FADD, due to good cause. Good Cause is defined as a short notice mission/exercise, hospitalization, or convalescent leave of the customer on the specific date shipment was offered and placed in SIT after a “Missed RDD.”

(2) I understand customers can be negatively impacted due to legitimate circumstances mailto:ops@mail.mil.

beyond their control. In the instances defined above, an IC is authorized for payment for the time period between the missed RDD and the event that triggered the good cause.

(3) A statement of non-availability to accept delivery on TSP’s FADD due to good cause is required to support an IC submission. The non-availability statement is incorporated into the DP3 Shipment IC Form available on the internet at https://www.ustranscom.mil/dp3/docs/otherpdfs/0800+2022_Business_Rules/DP3%20Ship ment%20Inconvenience%20Claim%20Form%20(15%20May%2022).pdf.

12. Statement of Accessorial Services Performed:

a. My representative will prepare a DD Form 619, Statement of Accessorial Services Performed, Figure B-1, itemizing accessorial services performed and will obtain the customer or customer’s representative signature to support services performed.

b. Any third-party service performed must include a paid invoice supporting the type of service performed.

c. All accessorial services must be requested and pre-approved by the PPSO in DPS before service is rendered.

13. Shipment Inspection by PPSOs:

My services and manner of handling personal property are subject to inspection and acceptance by the PPSO or PPSO’s authorized representative.

14. Billing Procedures:

For services rendered, I agree to bill the Service or Agency finance office responsible for payment of the transportation charges IAW procedures disseminated by DPMO or other Services.

15. International Shipments:

a. For ocean shipments, I understand, that I must use a vessel of the United States, i.e., U.S. -Flag vessel, unless such a vessel is unavailable. I must request to use such a foreign flag vessel prior to use in accordance the Cargo Preference Act, 10 U.S.C. § 2631 as outlined in the International Tender.

b. Likewise, I must use a U.S. Flag aircraft IAW the Fly America Act and will seek approval prior to using a foreign flag aircraft as outlined in the International Tender. Definitions. As used in this subparagraph-

(1) "International air transportation" means transportation by air between a place in the United States and a place outside the United States or between two places both of which are outside the United States.

(2) United States means the 50 States, the District of Columbia, and outlying areas.

https://www.ustranscom.mil/dp3/docs/otherpdfs/0800%2B2022_Business_Rules/DP3%20Shipment%20Inconvenience%20Claim%20Form%20(15%20May%2022).pdf https://www.ustranscom.mil/dp3/docs/otherpdfs/0800%2B2022_Business_Rules/DP3%20Shipment%20Inconvenience%20Claim%20Form%20(15%20May%2022).pdf

(3) "U.S.-flag air carrier" means an air carrier holding a certificate under 49 U.S.C. Chapter 411.

c. TSPs and their associated port agents, overseas general agents, and/or other responsible parties must ensure that the customer’s Social Security Number (SSN), the customer’s rank/grade, the words “DoD Personal Property, DoD Shipment or Military Shipment,” or the BL number is not utilized (entered) in the “Marks and Numbers,” “Description of Goods,” or any other fields in the Automated Manifest System (AMS) or the Automated Commercial Environment (ACE). This ensures compliance with Homeland Security Customs and Border Protection guidance for safeguarding Personally Identifiable Information (PII). I understand that my failure to do so is a violation of this Tender.

16. Unusual Occurrences: In the event of incidents of major significance producing significant loss, damage or delay resulting from strikes, port congestion, fires, pilferage, vandalism, and similar incidents, I will notify the origin and destination PPSO, the responsible Military Services Headquarters and the DPMO IAW DTR Part IV, Chapter A-410 using the DP3 Unusual Occurrence Notification Form, Figure B-4.

17. Third-Party Declaration:

a. I will accurately disclose official(s) and third-party representative(s) within 5 days of implementation or change in the DPS Qualifications module.

b. At a minimum, I will identify a Claims Manager, Move Management Company (MMC) (servicing all or part of the SCAC, if applicable), and a Trusted Agent (who is expected to be very familiar with DoD processes and readily accessible to USTRANSCOM) in DPS. MMCs are those that provide customer service;

coordinate operational functions; or shipment management support, to include a centralized corporate entity and are only permitted in the domestic program.

18. Force Protection:

a. TSPs who are allocated a Safety Move will see the “SM” indicator in the Short fuse queue and in shipment documentation under the Defense Personal Property System (DPS) TSP master and TSP operation managers user roles. TSPs with Safety Move shippers must ensure they only communicate with the person listed in DPS and with the contact information in DPS. TSPs must ensure that both origin and destination information is NOT shared outside of the victim who is the person listed in DPS (who may not be the customer). TSPs should contact their local PPPO/JPPSO and ask for a government user with elevated Safety Move privileges if they have any questions.

b. I am responsible to comply during pandemics with appropriate City, State, and Federal laws/guidance during personal property movements from origin to destination. When a pandemic exists, I am to immediately notify the responsible J/PPSO/PPPO of the DoD customer and all affected stakeholders of pandemic-related positive test results to alert of potential exposure, mitigate the spread, and identify the possible need for medical attention.

c. I will comply with DoD and CDC policy guidance. In the event of a pandemic, if I become aware of an employee(s) or company representative who tests positive for a communicable disease at any time, I will immediately notify USTRANSCOM and the Military Service Headquarters by phone and email using the below POCs:

(1) USTRANSCOM: TCJ9-OH Operations & Quality Team at transcom.scott.tcj9.mbx.pp-ops@mail.mil or Commercial: (618) 220-5479/5448 or DSN 770-5479/5448

(2) HQ Army: usarmy.ria.asc.spo-personal-property@mail.mil;

usarmy.belvoir.asc.mbx.jppsoma-apple@mail.mil; 1-800-762-7186

(3) HQ Navy: NAVSUPHQHHGS.fct@navy.mil

(4) HQ Marine Corps: usmcpersonalproperty@usmc.mil; Commercial telephone: 703- 695-7765, DSN: 225-7765, Commercial telephone: 703-483-0820

(5) HQ Air Force: ppahq.ppec.customerservice@us.af.mil; Commercial telephone: 210-

652-3357, DSN: 487-3357

(6) HQ Coast Guard: hqs-dg-lst-cg-1332-travel@uscg.mil; Commercial telephone:

202- 475-5393

d. I am required to review information on reporting confirmed cases of pandemics by Health Departments.

19. Customer Satisfaction Survey (CSS) Language Prohibition:

a. I understand that under no circumstance will I survey DoD Customers other than reminding them about the DoD CSS. This includes verbal, print material, electronic material, or social media.

b. I will not offer monetary gifts nor incentives to customers or other entity for completion of a survey. Neither will I manipulate or coerce a customer to complete a CSS in return for any claims related action. Claims actions must not be contingent on completion of a

CSS.

c. I understand that I am not authorized to transfer a customer to the Help Desk for the purpose of completing the CSS.

d. I understand that instances of such conduct will be construed as an unethical act and may result in administrative action.

e. I should engage customers at each stage of the move to ensure a quality move. Nothing in this paragraph should be construed as limiting my ability to properly engage the customer and perform effective shipment management.

20. Origin Servicing Agent Representation:

a. I agree to enter the name and telephone number of a valid servicing agent at origin in DPS within 15 calendar days of shipment acceptance or NLT seven (7) calendar days prior to pick up, whichever is sooner. If the shipment is awarded as a short fuse, I will update the mailto:transcom.scott.tcj9.mbx.pp-ops@mail.mil mailto:usarmy.ria.asc.spo-personal-property@mail.mil mailto:usarmy.belvoir.asc.mbx.jppsoma-apple@mail.mil mailto:NAVSUPHQHHGS.fct@navy.mil mailto:usmcpersonalproperty@usmc.mil mailto:ppahq.ppec.customerservice@us.af.mil mailto:hqs-dg-lst-cg-1332-travel@uscg.mil origin servicing agent information within one (1) GBD. Entering name and telephone number of a MMC as servicing agent is not acceptable.

b. I must update this information to reflect the origin representative who will service the shipment prior to performing the pre-move survey.

21. Move Management Company’s Performance:

a. I understand I must identify my MMC in DPS.

b. Repetitive violations committed by a MMC are subject to administrative actions against individual TSPs.

C. PERFORMANCE REQUIREMENTS

1. Pickup and Delivery Dates:

a. When a shipment is accepted at origin, I agree to meet the specified pickup date and will deliver the shipment on or before the RDD as stated on the BL.

b. Shipments will not be scheduled by PPSO or me for pickup or delivery on Saturdays, Sundays, U.S. holidays, or foreign national holidays unless there is a mutual agreement between the customer, PPSO, and the TSP.

c. I will ensure my offices are staffed at all times with personnel reasonably available to respond to government or customer inquiries during normal working hours of 0800-1700.

d. I will maintain a customer support capability for issues pertaining to a customer’s move from 0800-1700 Monday – Saturday from 15 May through 31 October, except U.S.

holidays, or foreign national holidays. Customer support hours will be based on the customer’s location/time zone. I will ensure that the customer or government receives a response to a voicemail or call within the same business day and that wait times do not exceed 20 minutes.

e. I agree to assign, during initial communication with each customer, a single POC responsible for coordination and communication throughout all phases of the move. The POC’s contact information will be maintained throughout the entire shipment process and until all associated actions are final.

f. For ease of understanding all TSP documentation and communications with the DoD customer must reflect the clear name of the TSP on the BL in addition to the MMC information.

g. I will not begin pickup or delivery at the customer’s residence before 0800 hours or after 1700 hours without prior approval of the customer.

h. I agree to provide information on the afternoon preceding the scheduled pack, pickup or delivery dates as to whether the service will be performed in the morning (0800 to 1200) or in the afternoon (1200 to 1700) of the following day.

i. I further agree I must not begin any service that will not allow completion by 2100 hours without prior approval of the customer.

j. Pre-Move Survey:

(1) I agree to perform pre-move survey on all shipments, either in residence, virtually (with customer’s consent, e.g., email or software consent), or telephonically.

(2) I will conduct a pre-move survey (electronic, telephonically, or physical) and provide the government and customer weight estimates on all shipments five (5) GBD from accepting shipment but NLT nine (9) days prior to the first scheduled pack/pickup date, whichever is later. For shipments ordered less than nine (9) days prior to first scheduled pack/pickup date, weight estimates must be provided NLT three (3) days prior to first scheduled pack/pickup date. For shipments ordered less than three (3) days prior to the first scheduled pack/pickup date, weight estimates must be provided NLT one (1) day prior to first scheduled pack/pickup date. Weight estimates must be accurate within 10% of actual shipment net weight. Failure to provide accurate weight estimates within 10% of actual shipment net weight may result in administrative action.

(3) I agree to make initial contact with the customer within three (3) GBDs of shipment award date to provide the customer with contact and pre-move information, including on shipments originating from non-temporary storage (NTS).

(4) Subject to the customer’s availability, I agree to complete the pre-move survey and update DPS with pre-move survey data (estimated weight, agreed upon pack/pickup dates, and delivery date information) as soon as possible but NLT three (3) GBDs prior to the pickup date (NLT one (1) GBD prior for short fuse shipments).

(5) I agree to contact local quality assurance immediately upon discovering any concerns with the condition of the customer’s residence during the pre-move survey.

k. Shipment Arrival/Delivery/Delays:

(1) I agree to remain in contact with the customer to ascertain if delivery is possible and upon arrival at destination, I agree to record the arrival and/or delivery in DPS and to notify and coordinate delivery of the HHG with the customer. If I am unable to contact the customer during the allowable time as outlined in the applicable 400NG and/or IT, or in the event the delivery cannot be accomplished, I agree to submit a request for storage approval via DPS.

(2) I agree that I will notify the customer by phone or email of the shipment’s in-transit visibility information upon the arrival or departure of the property from any in-transit facility, storage facility, port of embarkation, port of debarkation or change in estimated arrival. This notification will include the status, location and updated estimated date of arrival at destination.