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Agent FAQ

Customer

Questions & Answers

Agent FAQ

Q:

When can I get the GBL?

A:

The GBL only becomes available to be printed after the pre-move survey has been entered in DPS. Here at National Forwarding we print the GBL no sooner than 1 week before the load date even if the pre-move survey has been submitted. This allows as much time as possible for any date or location changes to be reflected on the original GBL.

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Q:

Who do I contact if the PPSO or member sets up a delivery out of SIT?

A:

If anyone besides National Forwarding contacts you to schedule delivery out of SIT it is very important that either Move Management or Operations is contacted immediately. We are required to enter a scheduled delivery date in DPS before delivery is made and if this does not happen we are at risk for a LOW or LOS.

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Q:

When should a reweigh be performed?

A:

As of 15 May 2020, there are two types of reweighs - an automatic reweigh and a requested reweigh. Automatic reweighs are based on the shipment weight, the member's rank, and if the member has dependents or not - found in Block 10 of the GBL. All shipments over 12,500 lbs. require an automatic reweigh. Shipments under 12,500 lbs. may require an automatic reweigh based on the Reweigh Table. Be certain to check NFC's ETA emails for notice of automatic reweighs as automatic reweighs do not require DPS approvals. If a shipment doe not qualify for an automatic reweigh, a PPSO, member, or TSP can still request a reweigh at any time. Approval for the reweigh will be processed through DPS once the TSP and PPSO are aware of the request. The shipment should be reweighed at the time of delivery to residence or prior to delivery into SIT. If an agent fails to perform a reweigh, automatic or requested, the agent may be subject to a $400 government-imposed penalty.

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Q:

I’m hauling a shipment. What do I do if it won’t deliver before the RDD?

A:

While missing an RDD is not ideal it does happen, especially during peak season. The most important thing is to keep good communication with us and the member. First notify Operations about the delay with the shipment and a projected ETA. We will then notify the member and the PPSO. Being able to put notes in DPS protects us from a LOW or LOS.

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Q:

What are the deadlines for data entry in DPS?

A:

The most important deadlines for data entry in DPS are for the pre-move survey, the pickup info, the delivery info, and all preapproval requests. All origin preapproval requests should be submitted prior to the load date, and all destination preapproval requests should be submitted prior to the delivery date. Pre-move survey info must be entered no later than 9 days prior to the first pack date, or within 5 days of the shipment being awarded, whichever date is later. For shipments awarded 9 days out, the pre-move must be entered no later than 3 days before the first pack date. For shipments 3 days out, the pre-move must be entered no later than 1 day before the first pack date. Pickup info must be entered no later than 3 government business days after the pickup date. Delivery info must be entered no later than 3 government business days after delivery. Missing any of these deadlines puts us at risk for a Letter of Warning (LOW), Letter of Suspension (LOS), or denied preapproval requests due to untimely notice.

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Q:

What is the best way to train my employees?

A:

Our Military Household Goods Domestic Guidebook provides a wealth of information on all the steps of how to properly manage a CONUS DOD move. In addition, we have comprehensive educational resources in the agent log-in section of our website, which include training modules, quizzes and a final test. The results of the quizzes and test are sent to you and the employee and a certificate of achievement is available to print for employees who score 80% or higher on each module. The final test is all encompassing of the quizzes and modules

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Customer

Q:

Who is National Forwarding Co., Inc?

A:

National Forwarding is a TSP or Transportation Service Provider. We accept shipment information from transportation offices or PPSO’s across the country and contract local moving companies to do the physical work. We coordinate the move from beginning to end and should be your first point of contact with any questions or concerns about your move.

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Q:

Why are so many people calling me?

A:

Many different people are required for a successful move. It is not unusual for you to be contacted by us, the TSP, your local packing agent, as well as the hauler if they are different from the packing agent.

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Q:

Can I ship my firearms?

A:

Yes. Domestic (OCONUS shipments have different rules) shipments allow the shipping of firearms as part of the household goods shipment. In order to be included, the TSP must have advance notice that firearms are intended to be part of the shipment. As a note, new military rules prohibit the TSP from shipping firearms in a locked safe – they must be removed and packed in a carton. For more information, please reference our Firearm Policy page for more information.

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Q:

What is the RDD (Required Delivery Date)?

A:

The RDD is often mistaken to be a guaranteed delivery date, but this is not the case. The RDD functions as a No-Later-Than delivery date, and the driver can deliver anytime between the pickup date and the RDD without penalty. 

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Q:

What do I need to do to prepare my motorcycle, dirt bike, lawnmower, and/or other gasoline powered equipment?

A:

It is very important that a motorcycle, dirt bike, lawnmower, and/or other gasoline powered equipment is prepared properly before the day of loading. If this is not done a driver will not be able to take the item(s) with him/her. All fuel should be drained and tires inflated, if applicable. It is best to be sure the vehicle is free of any leaks. The battery must be disconnected and the ends taped to prevent sparking. Motorcycle saddle bags should also be emptied, and the fork unlocked.

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Q:

What do I need to do to prepare my washer/dryer and/or refrigerator/freezer?

A:

All appliances should be disconnected and prepped for shipment prior to your pickup date. The moving crews are not authorized to disconnect/reconnect appliances to utilities. For front-load washers, ensure to notify the agent that performs your pre-move survey if you have the shipping bolts or if they will need to be obtained. Additionally, be sure to empty, defrost, and thoroughly wash the inside of your refrigerator and/or freezer to keep mildew at a minimum during transit and storage. These appliances need at least 2 days to dry out, and be sure to leave the doors open after cleaning. 

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Q:

What hours must I be available for on the move days?

A:

The military requires that either you or a designated agent of yours over the age of 18 be available from 8 am to 5 pm on any days of packing, loading, or delivery.

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Q:

How long will it take for me to get my delivery?

A:

The time it takes for a shipment to deliver can vary greatly based upon several variables including the size of the shipment, how far it is going, time of the year, and other shipments that may be on the truck. The maximum transit time allowed is calculated based upon the registered weight of the shipment and the distance it is traveling. Once the shipment is in-transit we will work with the hauler to get ETA’s for delivery and keep you updated with the most current information available.

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Q:

How do I get my stuff now that it’s in temporary storage?

A:

When you are ready to receive delivery of your household goods that have been placed into storage you just need to contact us. We will then work with you and the local agent to schedule a delivery when you both have availability. Keep in mind that during peak season (May – August) it will take longer to schedule a delivery date so it is important to contact us as soon as you have dates in mind.

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Q:

What is the deadline to notify the TSP of loss/damage and to file a claim?

A:

You must list all your loss and damage and send it to the TSP within 180 days of your delivery and a claim must be entered into the DPS system within 9 months of delivery to receive full replacement. Otherwise, it is settled (if submitted past 9 months but within 2 years) at depreciated value. Refer to the following link for more information regarding The Claims Process.

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Q:

I have broken/missing items. Who do I contact?

A:

If you do happen to have broken/missing items once your shipment has been fully unpacked you should contact our Claims Department at 800-325-6889. They will be able to explain the claims process to you and help you with your claim.

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Q:

Where can I find contact information for the mililitary?

A:

Customer service for the following military services can be found at Move.mil the official DOD Customer Moving Portal:

  • Local Personal Property Office
  • Privately-Owned Vehicle (POV) Shipment/Storage
  • DPS Technical Help Desk
  • Service Branch Helpdesks, Accounting & Finance, Claims, Retirement/Separation Extensions:
    • Air Force
    • Army
    • Coast Guard
    • Marine Corps
    • Navy

 

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Q:

Where can I go to learn more?

A:

Government moves can be very complicated, and we suggest going to move.mil the official DOD Customer Moving Portal. They have broken down the process into several parts:

  • 7 Day Spread Window Policy
  • Before You Move
  • Privately Owned Vehicles (POVs)
  • Moving Day!
  • Travel Tips
  • Inconvenience Claims
  • Delivery
  • After the Move

When in doubt, give your local personal property office a call. They are a wealth of knowledge and have the most up-to-date information to help you!

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