As a customer you have multiple avenues to 

communicate your satisfaction or dissatisfaction 

with your Household Goods shipment throughout 

the entire process: 

PRE-MOVE COUNSELING 

Whether you self-counsel in the Defense Personal 

Property System (DPS) or you receive in-person 

counselling at your local installation transportation 

office (ITO)/Personal Property Processing Office 

(PPPO), you can provide feedback via the 

Interactive Customer Evaluation (ICE) system,

https://ice.disa.mil. 

PRE-MOVE BOOKING

Following the completion of your counselling at the 

local ITO/PPPO front office, your shipment is 

forwarded to the regional Personal Property 

Shipping Office (PPSO) back office, to be booked 

with a contracted Transportation Service Provider 

(TSP). It will take on average of 3 Government 

Business Days (GBDs) for your shipment to be 

accepted and awarded to a carrier. If you have 

concerns during this process you can contact your 

local ITO/PPPO, the regional PPSO or the Army 

Personal Property Call Center. 

Army Personal Property Call Center: 

Toll free: 1-800-521-9959/DSN: 312-357-5093 or 

chat via the Army PCS Move application on your 

smart device (scan QR code below). 

PRO TIP: Keep your contact 

information up to date in DPS 

during your PCS process to 

facilitate timely communication.

PRE-MOVE AWARD 

When your shipment has been awarded to a TSP 

you will receive your Government Bill of Lading 

(GBL) via an automated email from DPS where the 

Origin and Destination servicing agents/Move 

Coordinator contact information are listed. The 

TSP has 3 GBDs to contact you and confirm your 

pack and pick up days based on the window of 

time you provided in counseling. Additionally, the 

TSP must schedule and complete a physical or 

virtual pre-move survey NLT 9 days prior to your 

first scheduled pack day. If your shipment is a 

“short fuse” or shipments ordered with less than 9 

days prior to the first pack day, then the TSP will 

complete the pre-move survey 1-3 days before the 

first pack day. 

If you have concerns during this process your first 

contact should be your TSP Move Coordinator. If 

you are unsuccessful with the Move Coordinator, 

then you can contact your local ITO/PPPO, the 

servicing regional PPSO or the Army Personal 

Property Call Center. 

PACK, PICKUP, DELIVERY

While the TSP is conducting packing, pick up or 

delivery, the local transportation office will make 

every effort to have a Quality Assurance (QA) 

Inspector onsite. If you have concerns during 

these operation (i.e. the movers have not arrived), 

then the first call should be to the TSP Move 

Coordinator. If there are other concerns that you 

feel need government intervention, then you can 

call your local ITO/PPPO to speak with a QA 

inspector. If you still have unresolved concerns, 

then call the regional PPSO or the Army Personal 

Property Call Center. For emergencies after duty 

hours, the Army Personal Property Call Center can 

transfer you to the Move.Mil Customer Support 

Center or you may call directly at 1-800-MilMove. 

POST-MOVE SURVEY

Customer completed feedback via the Customer 

Satisfaction Survey (CSS) in DPS is the most 

influential form of feedback you can provide. The 

CSS is used to measure TSP performance and is 

applied to improve their services. 

For questions, contact your local ITO: 

https://www.move.mil/resources/locator-map