58

35

On Route

Handbook M-41, TL-4, 03-01-98
Update With Postal Bulletin Revisions Through April 5, 2001

Exhibit 342

• 35 Answering Complaints and Inquiries Answer all inquiries courteously. If the inquiry or complaint cannot be answered or settled to the customer's satisfaction, or if it is contrary to instructions to give the information, courteously direct the person to the office of the official in charge for further attention.
   
• 36 Undeliverable Items
   
• 361 Undeliverable Mail Accept all mail handed back by customers and pickup undeliverable mail. If undeliverable, return it to the delivery unit for proper handling. If the mail was misdelivered on the route, see that proper delivery is effected.
   
• 362 Articles Loose in Mail Return to the delivery unit all articles found loose in mail or in collection and relay boxes. Return also any envelope or wrapper which may pertain to the loose article.