Introduction
Welcome to the Customer Care Branch (CCB) page!
We hope you find the new format easier to navigate and the information better assembled for all your customer service needs. On this CCB OVERVIEW tab, you will find basic information about CCB and each topic tab the instruction required to assist you.
Customer Support Telephone
PPC Customer Service
Personnel/Administrative Issues (not related to DA technical issues).
(866) 772-8724
7:30AM - 4:00PM (Central time) M-F
C5I Service Center Product Support Service Desk
Assistance with Password Resets, Logon Assistance, or Other DA Technical Issues.
(800) 821-7081
6:30AM - 6:30PM (Eastern time) M-F
E-Mail
PPC Customer Service: PPC-DG-CustomerCare@uscg.mil
C5I Service Center: SMB-USCG-KerWV-ProductSupportSD@uscg.mil
To ensure a positive experience for everyone, we kindly ask that all interactions with our technicians be conducted respectfully.
Please note our Ticket System does not reply with an assigned number.
NOTE:
All Product Support Service Desk (PSSD) inquiries can be submitted using the following email template: PSSD Account Validation
Customer Care Inquiries
NOTE: PPC Call Center Technicians are prohibited from performing most inquiries.
All Active Duty and Reserve members requesting PPC assistance must submit a PPC Customer Care Ticket. Customers are directed to contact their P&A Office for any errors or questions on pay and/or personnel issues. If the P&A Office is unable to resolve it, the P&A Office is to contact the servicing SPO. If the servicing SPO is unable to resolve the issues, the SPO will contact PPC.
Travel Inquiries
NOTE: PPC Customer Care Call Technicians do not have the ability to unlock any users accounts.
Any member with travel related inquiries will need to contact your local Travel AO. If unable to resolve the inquiry, your Travel AO must submit a PPC Customer Care Ticket for assistance.
Retiree/Annuitant Inquiries
NOTE: PPC Call Center Technicians are prohibited from performing most inquiries.
Retiree FastPass Now Available! To avoid a wait time, Retirees/Annuitants can now submit a PPC Retiree FastPass ticket.
We assist customers by getting issues identified and elevated and creating trouble-tickets for review and action forwarded to the Retired Annuitant Services (RAS) branch. You may also submit an email that feeds into the trouble ticket system. Direct Access Self Service remains the most secure and efficient means of managing your account. Guides and resources can be found here: Pay and Personnel Center (PPC), Retiree and Annuitant Services (uscg.mil).
Introduction
Functional roles have been created to assist members with requesting user roles. For example, instead of having to know which specific roles you need, you will select a “Functional Role”. Examples: CG SPO Technician, CG SPO Auditor, CG CGIS Investigator.
For a complete listing of available DA User Roles please visit the table now located in the Personnel and Pay Procedures Manual, PPCINST M1000.2 (series) Chapter 2 Section G.
Functional roles are approved based on the position you are filling. If selecting CG Admin Supervisor, you must be a YNC to PERS member assigned to an ADMIN (P&A) unit. CG Admin Technician is for YN assigned to an ADMIN (P&A) unit. If you do not fit the criteria, your request will be denied. For example, if you are a SPO Auditor, you would request CG SPO Auditor. When PPC receives your request, we verify that you are in a SPO Auditor position and ensure any other criteria is met, and if met, approves the request. If you are not in that position, or the PAL lists your position incorrectly, your request will be denied. For example, you are a SPO Auditor, but the PAL lists you as an Admin Yeoman. All positions are verified through the PAL. Do not select multiple functional roles that are related, for example, do NOT select CG SPO Technician and CG SPO Auditor.
Regulations
Personnel approving DA user roles must be properly designated in accordance with reference (a), specifically authorizing this authority. Designation memo must be retained at the unit. PPC will request this memo from the unit for any audits and/or investigations. Reference (b) provides additional information on DA user access.
References - CAC Access Required
Functional User Roles Guides
To Submit a Direct Access User Access request:
Sign into Direct Access, under Self Service Request, and submit User Access Request.
| Direct Access Notifications |
03/13/2024 |
| Direct Access User Roles and Functions (Requesting, Removing, and Withdrawing) |
01/09/2024 |
| Recertifying User Roles and Functions |
01/11/2024 |
| Recertification Status Report |
10/11/2023 |
| Why was my user role request denied? |
01/12/2024 |
| Command Approver Procedures |
| Approving or Denying User Roles |
01/10/2024 |
About the Self-Service for Command (Command User) Role
The Command User role CGSSCMD is a powerful, multipurpose role, intended for use by trusted, mature and responsible members of the command cadre. Command Users must be designated by the unit Commanding Officer/Officer in Charge or Executive Officer/Executive Petty Officer. Each unit must designate at least one Command User. Additional Command Users should be designated based on the need to access the information listed above. E6 and below will not be authorized the CG Self Service Command User access.
Direct Access, based on the Operator ID, allows a Command User access to all command functions. Any Command User has the ability to enter comments and approve an employee review, enter IDT drills, or view transfer information. Commanding Officers should clearly define an individual's role when making Command User designations.
When you consider designating Command Users, you should first ask yourself these questions:
Does the individual have your authorization to:
- View enlisted evaluations?
- Initiate enlisted evaluations?
- View pending transfer information?
- Run reports and rosters?
- Input reserve drill/ADT information?
Granting full command access may not always be necessary or appropriate. Consider granting one or more of the above roles in lieu of full command access.
Frequently Asked Questions and Resources
Agency Forms & Worksheets - All available CG and DD forms can be found by visiting Forms & Worksheets.
CG-3307 Administrative Remarks Forms and Templates - All authorized CG-3307 forms and blank templates can be found by visiting CG-3307 Templates.
Estimated Earnings & Catch 62 - Please visit the Advancements page under Earnings for more information.
Member Service Records - Personnel Service Center - Business Operations Division:
COMDTINST M1080.10 (series) outlines the policies and authorized content of your CGMHRR, which includes your Official Military Personnel File (OMPF). The CGMHRR Section is responsible for all Active-duty officer and enlisted and Reserve officer and enlisted CGMHRR records IAW NARA guidelines and USCG policy.
The Coast Guard Military Human Resource Record (CGMHRR) documents your career, meets legal requirements, serves as the record to justify Human Capital Management (HCM) transactions, and answers audit questions while you are a member of the Coast Guard. Your CGMHRR was composed by combining 3 geographically separated records:
1.The Servicing Personnel Office (SPO) Personnel Data Record (PDR) which was maintained by your assigned SPO, contained various documents about your career, and primarily functioned as the source document repository to justify your pay and benefits.
2.The UNIT PDR was maintained by your Unit and functioned as a “working” copy of your SPO PDR in situations where underway missions were too lengthy and distant.
3.The Electronically Imaged (EI) PDR was maintained by Head Quarters in an electronic system and functioned as your Official Military Personnel File (OMPF).
On October 31st, 2022, the USCG delivered a federally compliant electronic records management system called the “interactive Personnel Electronic Records Management System” (iPERMS). On November 29th, 2023, the USCG activated the Defense Personnel Records Information Retrieval System (DPRIS), which allows the Veteran’s Affairs Office direct access to view records retained in iPERMS. On February 23, 2024, DPRIS also turned on the capability for veterans to access their CGMHRR though MILCONNECT.
Contact Information for Military Records: Email: MR_CustomerService@uscg.mil
CGMHRR INFORMATION CONTENT FOR MEMBERS WHO SEPARATED ON/AFTER 10-01-2006
If you separated on/after this date or remain an active or reserve member:
1.Your record electronically available at https://iperms.mymilrecord.uscg.mil/, OR https://milconnect.dmdc.osd.mil/milconnect/ using DSLOGON.
2.The VA should use DPRIS if they need to review documents.
CGMHRR INFORMATION CONTENT FOR MEMBERS WHO SEPARATED PRIOR TO 10-01-2006
If you separated before October 1st, 2006:
1.Your CGMHRR is in paper format and located at the National Personnel Record Center http://www.archives.gov/veterans/military-service-records/
2.The separated member or the VA will need to contact them directly to review documents.
MEDICAL RECORDS (CAC REQUIRED): Medical Administration Division - Central Cell (sharepoint-mil.us)
How do I obtain a Health Record once it has been shipped to the National Archives Records Administration after discharge, separation, or retirement for:
Periods of service before October 2019:
a. Request a medical record from the National Archives and Records Administration (NARA) or the National Personnel Records Center (NPRC):
Records may be requested using the NARA eVets Recs website or the NPRC website
b. By calling the NARA customer service line: (314) 801-0800.
How do I obtain a Health Record once it has been shipped to the Coast Guard Contractor after discharge, separation, or retirement for:
Periods of service after October 2019:
Contact: HSWL SC Records Processing Center (RPC)
Official Pay Dates & Support
The official military paydays are the 1st (end-month) and the 15th (mid-month) of each month, or the business day preceding the 1st or the 15th if either should fall on a federal holiday, Saturday or Sunday. Please visit Military Accounts Support for more information. For information regarding Retiree paydays, please visit RAS Webpage.
Servicewide Exam and Advancement Questions - Please find all relevant information regarding SWE questions on the PPC Advancements Page.
Thrift Savings Plan (TSP) Questions - Visit MAS Pay Rates & Benefits for information on participating in the TSP.
W-2 Forms & 1099R Information
- W-2: Please visit our Separations page for all W-2 information.
- 1099R: You can download IRS Form 1099, dating back to 2013, and IRS Form 1095 (Affordable Health Care Act, Health Coverage) using Direct Access (DA) Self-Service.
Submitting PPC Customer Care Trouble Tickets for Retirees / Annuitants
Telephone
(866) 772-8724
0730-1600 (Central Time) M-F
E-Mail
PPC-DG-CustomerCare@uscg.mil
Please note our Ticket System does not reply with an assigned number and PPC Call Center Technicians are prohibited from performing most inquiries.
NEW: Retiree FastPass Now Available! To avoid a wait time, Retirees/Annuitants can now submit a PPC Retiree FastPass ticket.
Direct Access Retiree Self Service User Guides - Retired Direct Access Global Pay Self Service
The Pay and Personnel Center (PPC) is committed to protecting customer information. The PPC Call Center has experienced numerous attempts by bad actors to access retiree information including the below instances:
- Over three months, a suspicious caller (male in his 20s) attempted to access a retired Coast Guard Commander’s account by calling PPC and through email inquiries. At the time, there was no power of attorney on file. PPC challenged the individual claiming to be the retiree because of the email address not matching what was on file.
- PPC received an email impersonating a retired National Oceanic and Atmospheric Administration Lieutenant Commander. The email stated that the retiree’s identification card was stolen. The email address did not match what was on file. After a brief fact-finding effort, the retiree was in Texas and did not send an email. The email originated from Bakersfield, CA.
The examples above and numerous others drove PPC’s Call Center to change procedures to mitigate fraud attempts by bad actors. PPC strongly encourages retirees to make all changes to their accounts via self-service. However, we understand there are instances where retirees cannot update their information via self-service. Strict protocols are in place to protect the retiree’s information when self-service is not an option for updating account information.
- First, the Call Center will not change account information over the phone.
- All retiree requests for account changes must be submitted via a customer care ticket by the retiree and include the proper form for the transaction and a photocopy of a valid government photo identification card (front and back).
- While PPC makes every effort to protect accounts from fraud, it does occur. When PPC identifies potentially fraudulent activities, the Call Center contacts the Retiree and Annuitants Services (RAS) Branch.
- RAS will contact the retiree and verify if the retiree contacted PPC to request an update to their account information. When a retiree confirms they did not make a request, PPC places a lock on the Direct Access account, and only PPC can make changes.
- Finally, PPC adds the retiree to a “be on the lookout” list shared by the Call Center and RAS to coordinate response efforts to respond to and prevent fraudulent activity.
Additional Retiree/Annuitant Resources
Submitting PPC Customer Care Trouble Tickets for HR/Pay
New Online Trouble Ticket (CAC Access Only): PPC Customer Care (sharepoint-mil.us)
Servicing Personnel Office (SPO) Auditors Support for Military HR/Pay Issues: Customers are directed to contact their P&A Office for any errors or questions on pay and/or personnel issues. If the P&A Office is unable to resolve it, the P&A Office is to contact the servicing SPO. If the servicing SPO is unable to resolve the issues, the SPO will contact PPC. Customers should not be contacting PPC directly for any pay or personnel issues. We will continue to reroute inquiries directly from customers back to the servicing SPO and contact the SPO Chief to inform them that the ticket was rerouted. Some Trouble Tickets require specific information or formatting in order to be accepted and provide timely service. Be sure to include all the required information in the "Description of Problem/Request" section of the PPC Trouble Ticket email.
Additional HR/Pay Resources
Submitting PPC Customer Care Trouble Tickets for Travel
New Online Trouble Ticket (CAC Access Only) PPC Customer Care (sharepoint-mil.us)
PPC Customer Care Call Technicians do not have the ability to unlock any users accounts.
NOTE: Travel Annual Recertification for AO requires the submission of an email ticket found in the Travel Related Templates below, please do not submit an Online Trouble Ticket.
Travel Approving Officials Support for Travel Claims: Travelers will work directly with their AOs to complete claims, resolve errors, and obtain information regarding claim status, audits, supplemental claims, travel policy, or requests for explanation of travel payments. This change will provide the most rapid resolution of member travel issues, will improve AO/traveler communications and efficiency, will improve AO proficiency and expertise, and will reduce overall claim processing and reimbursement times. If travelers call PPC Customer Care directly for assistance, Customer Care will direct callers to contact their AO. If an issue cannot be resolved at the AO level, the AO can submit an electronic ticket only that will go to PPC Travel.
Additional Travel Resources