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Office of Workers' Compensation Programs
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Division of Federal Employees' Compensation (DFEC)

Pledge to Our Customers

  1. Callers will be able to contact district offices without experiencing busy signals.
  2. Callers will either be able to reach a person or leave a voicemail message during customer service hours.
  3. Callers can expect average wait times of less than 5 minutes before reaching a customer service representative.
  4. Callers will be given other customer service options while waiting.
  5. Customer service representatives will make an effort to resolve issues on the first call.
  6. Customer service representatives will be courteous and professional at all times.
  7. Accurate information will be provided on case management actions and program procedures.
  8. Issues will be discussed in clear and understandable language.
  9. Every effort will be made to return telephone messages within 2 business days.
  10. Every effort will be made to respond to written requests within 30 calendar days of receipt.