ALCOAST 111/19 - APR 2019 2019 HOUSEHOLD GOODS (HHG) AND MANDATORY CUSTOMER SATISFACTION SURVEY (CSS) INFORMATION

R 050802 APR 19
FM COMDT COGARD WASHINGTON DC//CG-13//
TO ALCOAST
UNCLAS //N04050//
ALCOAST 111/19
COMDNOTE 4050
SUBJ: 2019 HOUSEHOLD GOODS (HHG) AND MANDATORY CUSTOMER SATISFACTION SURVEY (CSS) INFORMATION
A. The Joint Travel Regulations (JTR)
B. Coast Guard Supplement to the Joint Federal Travel Regulations (CGS-JFTR), COMDTINST
M4600.17 (series)
C. Personnel and Pay Procedures Manual, PPCINST M1000.2 (series)
1. The handling of your personal property is very important to us. We personally review all of
the customer satisfaction surveys and have heard what you have said. To that end, we have joined
with all of the other DOD Services and U.S. Transportation Command (TRANSCOM) officials to establish
a cross-functional team (personnel and transportation) to take immediate action for significant
improvements of the Relocation and HHG shipment program. New initiatives are already in place for
this year’s peak season, and more initiatives are being planned for the future. With a focus on
accountability and transparency, the long overdue task of making improvements has the attention of
senior leadership. The Coast Guard is committed to supporting these efforts to improve the
relocation experience for our shipmates and their families.
2. In preparation of Assignment Year 2019 and personnel relocation to new duty stations, commands
shall provide each transferring or separating member with a copy of this ALCOAST and include HHGs
counseling on PCS check-out sheets. The industry’s peak season runs from 01 May to 31 Aug with
the busiest time being between 15 June and 31 July. We realize that many decisions must be made
prior to booking your shipments: where to live, buy or rent, and family schedules prior to
estimating and requesting a packing and moving date. Booking your shipment needs to be made at
the earliest opportunity to ensure a smooth transition and successful outcome. Trying to schedule
a shipment during the busiest times (between 15 Jun and 31 Jul) may be challenging, and avoiding
these peak times is recommended whenever possible. Members should not cancel or enter into a
rental agreement, lease, or buy/sell a home until they have verified with their local TO that the
requested dates have been confirmed by the Transportation Service Provider (TSP).
3. HHG counseling may be conducted in person by a transportation officer (TO), or members may
self-counsel through the Defense Personal Property System (DPS) at: www.move.mil. Members must
register for a username and password with a valid civilian email account. Registration may take
up to 72 hours, so members should plan accordingly.
4. DPS is used to request Government HHG shipments, and to receive authorization to perform a
Personally Procured Move (PPM) of HHG. Members scheduling both a Government HHG shipment and a
partial PPM must enter both shipments in DPS separately. Once the member’s HHGs event has been
requested in DPS, a copy of the signed PCS orders must be provided to the origin TO to complete
the shipment request. Guidance on PPMs will be published in a separate ALCOAST.
5. If operational commitments prevent a member from scheduling their HHG shipment or PPM, they
should seek guidance from their local TO or legal assistance office to assign a trusted agent or
grant a special power of attorney to schedule the HHG shipment on their behalf.
6. Members must understand their weight limits and the consequences of exceeding their maximum
allowable weight. Exceeding the weight limits will create excess costs, for both shipping and
storage, that must be paid by the member. Maximum HHG weight allowances are found in Par. 051401
of REF (A), https://www.defensetravel.dod.mil/Docs/perdiem/JTR.pdf. To help members calculate the
approximate weight of their HHG before pack-out, a weight estimating tool is available at:
www.move.mil. After pickup, the net HHG weight is reported by the TSP, and the member may log
into their DPS account, or contact the Personal Property Shipping Office (PPSO) to verify the
weight. If a member disputes the HHG weight, they may request a re-weigh via their DPS account,
the TSP, or the destination PPSO. It is NOT possible to reweigh HHG after delivery.
7. A member married to another service member must ensure their origin HHG counselor is aware of
their marital status, as they may request to combine their HHG weight allowances for one shipment.
Weight allowances may not be combined after delivery in an attempt to offset HHG weight overages.
8. Professional books, papers, and equipment (PBP&E or pro-gear) is limited to a maximum of 2,000
pounds per member. Guidance and limitations on pro-gear are found in 051304 and Appendix A of REF (A),
and on www.move.mil. Pro-gear cannot be claimed after delivery in an attempt to offset HHG weight
overages. Waivers are not authorized.
9. Spousal pro-gear is limited to 500 pounds. An itemized inventory of spousal pro-gear indicating
the profession which the items are used, and signed by the member, must be provided to the TO for
verification at the time of counseling. Member (m-pro) and spousal (s-pro) pro-gear may not be
combined.
10. The member is responsible for ensuring m-pro and/or s-pro is separated from HHG, and clearly
marked to be weighed separately. All pro-gear must be clearly itemized on the origin TSP inventory
sheet, and the estimated weight must be entered on the Application for Shipment and/or Storage of
Personal Property, DD Form 1299. Inventory sheets must specifically indicate which items are m-pro
and/or s-pro, cubic feet, and pounds. Pro-gear cannot be added after-the-fact.
11. After delivery of HHG, members will be reminded via email to grade their TSP’s performance by
submitting a Customer Satisfaction Survey (CSS) in DPS. The CSS will capture written feedback and
a numerical satisfaction rating, which directly impacts the Government’s continued use of that TSP.
New in 2019 is the ability for the member to rate the performance of the Transportation Office
that assists with pre-move counseling, quality assurance, and the post-move claims process.
12. Full Replacement Value (FRV) protection is provided at no additional cost to the member. For
personal property lost, damaged or destroyed while in the care of the TSP, the member can recover
the greater of $5,000 per shipment or $4 times the weight of the shipment (in pounds) up to a
maximum of $50,000 as compensation for loss. For shipments delivered on/after 15 May 2019, these
amounts will increase to $6 times the weight of the shipment (in pounds) up to a maximum of $75,000.
Submission of damage claims are the responsibility of the member, and are a multi-step process.
Incorrect claims or claims submitted beyond the prescribed timeline may result in reduced
compensation. To ensure proper and timely notification to the TSP and compliance with service
requirements, specific guidance can be found at www.fincen.uscg.mil. For higher value shipments,
members should consider purchasing homeowners’ or renters’ personal property insurance through a
third party.
13. Members authorized to ship a privately owned vehicle (POV) to, from, or between OCONUS
locations must ensure all vehicle safety recall notices are resolved prior to arranging shipment.
Specific information on POV safety recalls is available at: https://www.pcsmypov.com.
14. Eligible Members who elect to ship a second POV at their own expense in CONUS should review the
guidance found in Par. 052902 of REF (A), Par. 5414 of REF (B)
https://cg.portal.uscg.mil/sites/externaldata/Directives/CIM_4600_17A.pdf, and Section 2.A.11 of
REF (C) https://www.dcms.uscg.mil/Portals/10/CG-1/PPC/pppm/CHAP02.pdf to determine requirements,
reimbursement, excess costs, and restrictions that may apply to their respective vehicle,
destination, and dependency status. Members shipping in CONUS are not entitled to reimbursement
for delivery to, or pick-up from the carrier. Member’s orders must reflect entitlement and maximum
reimbursement to ship a POV. Proof of POV ownership by member or lawful dependent must be provided.
Authorization to ship a POV by Government contract in CONUS when a member is physically unable to
drive, or there is insufficient time in accordance with Par. 052901 of REF (A) and 5416 of REF (B)
may only be granted by COMDT (CG-133).
15. COMDT (CG-1332) POCs are CWO Sara Pepin (202-475-5402) and YNC Jonathan Newsom (202-475-5396)
at: HQS-DG-lst-CG-1332-travel@uscg.mil.
16. RDML Matthew W. Sibley, Director of Reserve and Military Personnel, sends.
17. Internet release is authorized.