Form IB-3, Customer Service Plan

Fraud, Waste and Abuse Hotline
1-800-772-4258
The Railroad Retirement Board’s Office of Inspector General established its Hotline as a public service. The Hotline provides individuals with a means to report or discuss any suspected misconduct relating to the Railroad Retirement Board, its programs or employees.
If you believe a doctor, hospital or other health care provider is
billing Medicare for services not provided or for unnecessary medical procedures or supplies; someone is illegally receiving Railroad
Retirement Board benefits; or you wish to report or discuss any other
suspected misconduct relating to the Railroad Retirement Board, its
programs or employees, please contact the Office of Inspector
General at:
Toll-Free Hotline: 1-800-772-4258
U.S. Mail:
RRB-OIG Hotline Officer
844 North Rush Street, 4th Floor
Chicago, IL 60611-2092
Fax: (312) 751-4342
E-mail: [email protected]
Please review the Railroad Retirement Board’s e-mail notice and
Internet privacy policy at www.rrb.gov before submitting
information online.
Note: Please do not contact the Office of Inspector General’s
Hotline with questions regarding benefit eligibility requirements,
delayed payments or similar issues. These types of matters should
be directed to a Railroad Retirement Board office.

U.S. Railroad Retirement Board
844 North Rush Street
Chicago, IL 60611-2092

Form IB-3
October 2011

U.S. Railroad Retirement Board

Customer
Service
Plan

Standards

When you apply for these benefits under the Railroad Retirement or
Railroad Unemployment Insurance Acts, you can expect us to
process your application within the number of calendar days shown
below and on the next page.

We will make
a decision within...

Type of application
Employee and spouse
retirement benefits
Filed in advance of the
beginning date of your
annuity

35 days of the beginning
date of your annuity

Not filed in advance of the
beginning date of your
annuity

60 days of the date you file
your application

Initial survivor benefits

60 days of the beginning
date of your annuity or the
date you file your applica­
tion (whichever is later)

Conversion from spouse to
survivor benefits

30 days of first notice of
the employee’s death

Lump-sum death benefits

60 days of the date you file
your application

Unemployment and sickness
insurance benefits
Unemployment and
sickness applications

Nondiscrimination on the Basis
of Disability
Under Section 504 of the Rehabilitation Act of 1973 and
Railroad Retirement Board regulations, no qualified person
may be discriminated against on the basis of disability. The
RRB’s programs and activities must be accessible to all
qualified applicants and beneficiaries, including those with
impaired vision and/or hearing. Individuals with disabilities
needing assistance (including auxiliary aids or program
information in accessible formats) should contact the nearest
RRB office. Complaints of alleged discrimination by the
RRB on the basis of disability must be filed within 90 days
in writing with the Director of Administration, U.S. Railroad
Retirement Board, 844 North Rush Street, Chicago, Illinois
60611-2092. Questions about individual rights under this
regulation may be directed to the RRB’s Director of Equal
Opportunity at the above address.

10 days of the date we
receive your application

Subsequent claims for
unemployment and sickness
benefits when found entitled

10 days of the date we
receive your claim

2

7

● Since 2001 the RRB has participated in the American Customer
Satisfaction Index (ACSI). The ACSI is an independently
conducted survey that measures customer satisfaction of those who
receive our benefit payments and who use our website. We will continue to participate in the ACSI to obtain feedback in the future.

Customer Service Pledge
The Railroad Retirement Board recognizes that all of its services are
financed by our customers: the nation’s railroad workers and employers. They are entitled to high quality service, responsive to their
needs, provided efficiently and at a reasonable cost. This has been
recognized in the agency mission statement:
In carrying out its mission, the Railroad Retirement Board will
pay benefits to the right people, in the right amounts, in a
timely manner, and will take appropriate action to safeguard
our customers’ trust funds. The Railroad Retirement Board
will treat every person who comes into contact with the agency
with courtesy and concern, and respond to all inquiries
promptly, accurately and clearly.
The Customer Service Plan is centered on the following principles of
public service: standards; openness; accessibility; accountability;
and feedback. It is published nationally and posted in each office of
the RRB in order to communicate these standards to our customers
and to reinforce them with our employees. There is a clear presumption that our service will progressively improve as our operations
become more efficient. The plan will be reviewed and updated periodically as we compare our service with the best in the country.

We will make
a decision within...

Type of application
Disability benefits
Note: Processing applications
for disability benefits is more
complex than our other benefits
due to the need to develop med­
ical evidence. When you file
an application for disability
benefits, our field office staff
will provide you with additional
information on our processing
times for decisions and pay­
ments.

100 days of the date you
file your application

After our decision is completed
Notice of Award or Denial
You should receive a decision notice within 2 weeks.

Benefit Payment
If you are entitled to benefits, generally you can expect that the
payment will be deposited in your bank account within 1 week of
our decision.

Additional Information
Occasionally, claims for some benefits may take longer to handle
than others if they are more complex. In addition, an application
can be delayed if certain documents necessary to determine eligi­
bility are needed from you or your employer. It is important to
submit all necessary eligibility information at the same time you
file your application.
If you do not receive your payment or decision notice within the
time periods stated in our standards, contact us toll-free at
1-877-772-5772 to obtain your current status.

6

3

Openness

● We will display in each office annually how well we are meeting
the established standards.
● When you visit our offices, the staff you see will identify them­
selves by name.
● When you telephone us, we will identify ourselves by name.

Accessibility
● If you have access to the Internet, you can get more information
on the Railroad Retirement Board (RRB) and its programs through
our website, www.rrb.gov. The agency’s Benefit Online Services at
www.rrb.gov provides information regarding services that are cur­
rently available online. If you take advantage of these options, gen­
erally you can expect to receive services faster than if you handled
these transactions by traditional methods, though these are still avail­
able. You can also send a secure message to a field office via our
website.
● If you have a question about your benefits, you can speak to an
RRB representative by calling us toll-free at 1-877-772-5772 from
9:00 a.m. to 3:30 p.m., Monday through Friday. If you leave a
message, we will generally return your call within the next 2 busi­
ness days. Through automated services available 24 hours a day,
7 days a week, you can also find the locations of RRB field offices,
obtain information on unemployment and sickness benefits or state­
ments of creditable service and compensation, request a letter to veri­
fy your current monthly benefit rate, secure a replacement Medicare
card, or request a duplicate Railroad Retirement Act tax statement.
● Before visiting one of our offices, we encourage you to make an
appointment to enable us to service you more promptly. If you can­
not come to our offices, we may be able to visit you at one of our
regularly scheduled Customer OutReach Program service locations.
4

● When inquiring with us by letter, we will respond to you in a
timely fashion. Generally this will be within 2 to 4 weeks depending on the nature of your letter. If we cannot answer your
question fully within that time frame, we will acknowledge your
contact and let you know when you can expect to receive a full
response.

Accountability
● If things go wrong, at the very least you are entitled to a good
explanation and an apology.
● If you don’t agree with our decision about your benefits, you
have the right to ask for review and to appeal. We will tell you
about these rights each time we make a decision about your
benefits.
● We understand that the services we provide our customers are
very important and we hold employees at all levels of the organization accountable for providing quality, courteous, and timely
service.
● The information you provide us is protected under the provisions of the Privacy Act.

Feedback
● A Customer Assessment Survey form is available in every
office for you to tell us how we did and how we can improve our
service.
● If you have compliments or complaints with our service, you
may contact the manager of the office. See also Contact Us on
our website to send a secure e-mail to your local field office with
comments regarding our customer service.

5

Openness
● We will display in each office annually how well we are meeting
the established standards.
● When you visit our offices, the staff you see will identify themselves by name.
● When you telephone us, we will identify ourselves by name.

Accessibility
● If you have access to the Internet, you can get more information
on the Railroad Retirement Board (RRB) and its programs through
our website, www.rrb.gov. The agency’s Benefit Online Services at
www.rrb.gov provides information regarding services that are currently available online. If you take advantage of these options, generally you can expect to receive services faster than if you handled
these transactions by traditional methods, though these are still available. You can also send a secure message to a field office via our
website.
● If you have a question about your benefits, you can speak to an
RRB representative by calling us toll-free at 1-877-772-5772 from
9:00 a.m. to 3:30 p.m., Monday through Friday. If you leave a
message, we will generally return your call within the next 2 business days. Through automated services available 24 hours a day,
7 days a week, you can also find the locations of RRB field offices,
obtain information on unemployment and sickness benefits or statements of creditable service and compensation, request a letter to verify your current monthly benefit rate, secure a replacement Medicare
card, or request a duplicate Railroad Retirement Act tax statement.
● Before visiting one of our offices, we encourage you to make an
appointment to enable us to service you more promptly. If you cannot come to our offices, we may be able to visit you at one of our
regularly scheduled Customer OutReach Program service locations.
4

● When inquiring with us by letter, we will respond to you in a
timely fashion. Generally this will be within 2 to 4 weeks de­
pending on the nature of your letter. If we cannot answer your
question fully within that time frame, we will acknowledge your
contact and let you know when you can expect to receive a full
response.

Accountability
● If things go wrong, at the very least you are entitled to a good
explanation and an apology.
● If you don’t agree with our decision about your benefits, you
have the right to ask for review and to appeal. We will tell you
about these rights each time we make a decision about your
benefits.
● We understand that the services we provide our customers are
very important and we hold employees at all levels of the organi­
zation accountable for providing quality, courteous, and timely
service.
● The information you provide us is protected under the provi­
sions of the Privacy Act.

Feedback
● A Customer Assessment Survey form is available in every
office for you to tell us how we did and how we can improve our
service.
● If you have compliments or complaints with our service, you
may contact the manager of the office. See also Contact Us on
our website to send a secure e-mail to your local field office with
comments regarding our customer service.

5

● Since 2001 the RRB has participated in the American Customer
Satisfaction Index (ACSI). The ACSI is an independently
conducted survey that measures customer satisfaction of those who
receive our benefit payments and who use our website. We will con­
tinue to participate in the ACSI to obtain feedback in the future.

Customer Service Pledge
The Railroad Retirement Board recognizes that all of its services are
financed by our customers: the nation’s railroad workers and employ­
ers. They are entitled to high quality service, responsive to their
needs, provided efficiently and at a reasonable cost. This has been
recognized in the agency mission statement:
In carrying out its mission, the Railroad Retirement Board will
pay benefits to the right people, in the right amounts, in a
timely manner, and will take appropriate action to safeguard
our customers’ trust funds. The Railroad Retirement Board
will treat every person who comes into contact with the agency
with courtesy and concern, and respond to all inquiries
promptly, accurately and clearly.
The Customer Service Plan is centered on the following principles of
public service: standards; openness; accessibility; accountability;
and feedback. It is published nationally and posted in each office of
the RRB in order to communicate these standards to our customers
and to reinforce them with our employees. There is a clear presump­
tion that our service will progressively improve as our operations
become more efficient. The plan will be reviewed and updated peri­
odically as we compare our service with the best in the country.

We will make
a decision within...

Type of application
Disability benefits
Note: Processing applications
for disability benefits is more
complex than our other benefits
due to the need to develop medical evidence. When you file
an application for disability
benefits, our field office staff
will provide you with additional
information on our processing
times for decisions and payments.

100 days of the date you
file your application

After our decision is completed
Notice of Award or Denial
You should receive a decision notice within 2 weeks.

Benefit Payment
If you are entitled to benefits, generally you can expect that the
payment will be deposited in your bank account within 1 week of
our decision.

Additional Information
Occasionally, claims for some benefits may take longer to handle
than others if they are more complex. In addition, an application
can be delayed if certain documents necessary to determine eligibility are needed from you or your employer. It is important to
submit all necessary eligibility information at the same time you
file your application.
If you do not receive your payment or decision notice within the
time periods stated in our standards, contact us toll-free at
1-877-772-5772 to obtain your current status.

6

3

Standards
When you apply for these benefits under the Railroad Retirement or
Railroad Unemployment Insurance Acts, you can expect us to
process your application within the number of calendar days shown
below and on the next page.

We will make
a decision within...

Type of application
Employee and spouse
retirement benefits
Filed in advance of the
beginning date of your
annuity

35 days of the beginning
date of your annuity

Not filed in advance of the
beginning date of your
annuity

60 days of the date you file
your application

Initial survivor benefits

60 days of the beginning
date of your annuity or the
date you file your application (whichever is later)

Conversion from spouse to
survivor benefits

30 days of first notice of
the employee’s death

Lump-sum death benefits

60 days of the date you file
your application

Unemployment and sickness
insurance benefits
Unemployment and
sickness applications

Nondiscrimination on the Basis
of Disability
Under Section 504 of the Rehabilitation Act of 1973 and
Railroad Retirement Board regulations, no qualified person
may be discriminated against on the basis of disability. The
RRB’s programs and activities must be accessible to all
qualified applicants and beneficiaries, including those with
impaired vision and/or hearing. Individuals with disabilities
needing assistance (including auxiliary aids or program
information in accessible formats) should contact the nearest
RRB office. Complaints of alleged discrimination by the
RRB on the basis of disability must be filed within 90 days
in writing with the Director of Administration, U.S. Railroad
Retirement Board, 844 North Rush Street, Chicago, Illinois
60611-2092. Questions about individual rights under this
regulation may be directed to the RRB’s Director of Equal
Opportunity at the above address.

10 days of the date we
receive your application

Subsequent claims for
unemployment and sickness
benefits when found entitled

10 days of the date we
receive your claim

2

7

Fraud, Waste and Abuse Hotline
1-800-772-4258
The Railroad Retirement Board’s Office of Inspector General estab­
lished its Hotline as a public service. The Hotline provides individu­
als with a means to report or discuss any suspected misconduct relat­
ing to the Railroad Retirement Board, its programs or employees.
If you believe a doctor, hospital or other health care provider is
billing Medicare for services not provided or for unnecessary med­
ical procedures or supplies; someone is illegally receiving Railroad
Retirement Board benefits; or you wish to report or discuss any other
suspected misconduct relating to the Railroad Retirement Board, its
programs or employees, please contact the Office of Inspector
General at:
Toll-Free Hotline: 1-800-772-4258
U.S. Mail:
RRB-OIG Hotline Officer
844 North Rush Street, 4th Floor
Chicago, IL 60611-2092
Fax: (312) 751-4342
E-mail: [email protected]
Please review the Railroad Retirement Board’s e-mail notice and
Internet privacy policy at www.rrb.gov before submitting
information online.
Note: Please do not contact the Office of Inspector General’s
Hotline with questions regarding benefit eligibility requirements,
delayed payments or similar issues. These types of matters should
be directed to a Railroad Retirement Board office.

U.S. Railroad Retirement Board
844 North Rush Street
Chicago, IL 60611-2092

Form IB-3
October 2011

U.S. Railroad Retirement Board

Customer
Service
Plan