FOR IMMEDIATE PAY AND ALLOWANCE ISSUES, PLEASE CONTACT THE DFAS CUSTOMER CARE CENTER
AT (888) 332-7411 FOR ASSISTANCE.
How to Submit a DFAS Hotline Complaint
You may submit a complaint to the DFAS Hotline Office in the following manners:
Email: email@example.com. Note: Emails are not automatically anonymous. Include one of the following designators regarding your preference on disclosure of your name and contact information at the beginning of your email:
“CONSENT TO DISCLOSURE” or “NON-CONSENT TO DISCLOSURE”
Phone: Toll Free: 1-800-330-8720; Commercial: 216-522-5806; or DSN 580-5806
Note: The telephone contact number is not staffed 24-hours, and you may have to leave a message with your information requesting a return call. For best results, submit a detailed email, which can be appropriately handled.
Use the DFAS Hotline Website or phone line to report matters related to DFAS that you deem to be a matter of fraud, waste, abuse or mismanagement.
DoD members, military retirees and annuitants, other Federal agency employees, and DoD contractors paid by DFAS, may also use the DFAS Hotline Website or phone line for pay and allowance matters unable to be resolved through normal channels, i.e., contacting the local pay or finance office and/or the DFAS Customer Call Center (CCC). If you have tried your local pay or finance office without resolution, but have not yet contacted the DFAS CCC, please call the CCC toll free at (888) 332-7411 to resolve your pay and allowance matter. If the matter is still not resolved, you may contact the DFAS Hotline.
You may file a report with your contact information (consent to disclosure), with your name but request it remain confidential (non-consent to disclosure) or you may report information anonymously.
Do I have to identify myself?
No, you do not have to identify yourself. In addition to filing anonymously (where you do not give the DFAS Hotline any identifying information), you may also indicate your option of “consent” or “non-consent” to disclosure of your identity.
CONSENT TO DISCLOSURE:
When providing consent to the disclosure of your identity outside of the DFAS Hotline, disclosure is provided only on a “need-to-know” basis to organizations and other investigative personnel necessary to complete the inquiry into allegations and to take corrective actions, if any. Note: Sometimes it is beneficial for investigators tasked to look into the matter to be able to clarify or obtain additional information from the source of the complaint, if needed. Thus, that is the scenario under which your consent to disclosure would aid the process.
NON-CONSENT TO DISCLOSURE:
You have two options when you do not consent to disclosure of your identity:
1) Release your identity to the DFAS Hotline only, via DFAS Hotline personnel, with the understanding that your information will not be released to anyone outside of the DFAS Hotline Office, including other investigating officials outside of the DFAS Hotline Office, which may be assigned to look into the matter;
2) Release your identity with the understanding that only the DFAS Internal Review (IR) or Office of the DoD Inspector General (DoD OIG), via DFAS Hotline Office personnel, and the tasked investigator (DFAS IR or DoD OIG), who may be outside of the DFAS Hotline Office, will know who you are.
If you do not consent to disclosure of your identity, the DFAS Hotline Office will make every effort to protect your identity from disclosure; however, we cannot guarantee confidentiality since disclosure may be required during the investigation or in the course of corrective action. Regardless of the consent disclosure choice you elect (consent or non-consent), your identity may be disclosed if required by applicable legal authority, or the Director, DFAS Internal Review (or designee), determines that such disclosure is otherwise unavoidable to address the matters contained in the complaint. Such circumstances may include a matter involving a specific danger to health or safety, or a national security issue.
ANONYMOUS FILING STATUS:
If you file your complaint anonymously, we will not know who you are. As such, the DFAS Hotline Office will not be able to contact you to request additional information and will not be able to provide you with a response to the complaint. Complaints received from a temporary email account to remain anonymous, without any other identifying or contact information, will not receive a response from the DFAS Hotline Office, as they have no method of verifying your identity.
RECEIVING A RESPONSE
For all pay and allowance matters, as well as for all non-anonymous complaints related to suspected matters of fraud, waste, abuse or mismanagement, you will receive a notification that we received your complaint. Additionally, for all pay and allowance matters, you will receive a response at the end of the inquiry notifying you of the results of the inquiry and actions taken to resolve your pay and allowance matter(s). For matters of fraud, waste, abuse or mismanagement, you will only receive a response if the matter directly impacted you. This is done to protect the identities of others who may have been identified during the course of an investigation, and to prevent the release of any sensitive information. However, you may receive a response notifying you that the matter was investigated and resolved.
Updated: June 13, 2017