Railroad Retirement Board
Railroad Retirement Board Customer
Service Options
May 2012
Over
the past decade, the U.S. Railroad Retirement Board (RRB) has made extensive
use of technology to maintain and provide excellent service to its customers.
This has included expanded services through the agency’s website, www.rrb.gov, as well as implementation
of a nationwide toll-free telephone number, 1-877-772-5772. While the toll-free
number allows customers to talk to a representative in an RRB field office, it
also provides several services which can be accessed in an automated format. In
addition to improving efficiency and reducing costs for the RRB, the website
and toll-free number are available for convenient access 24 hours a day, 7 days
a week. The following questions and answers provide additional information
about the agency’s online and automated phone systems.
1.
Where are the online services located on the RRB website?
These
services can be found under the “Beneficiaries & RR Employees” tab on the
website’s home page, where one of the highlighted menu items is “Benefit Online
Services.” Clicking on this link will display a page that provides access to
all online services for annuitants and current employees, including video-based
explanations or tutorials on most actions or services.
2.
What online services are available to railroad employees and retirees on the
agency website?
Individuals
currently receiving annuities can request a letter verifying their monthly
annuity rate, a history of their railroad service and compensation, a duplicate
tax statement or a replacement Medicare card. Current employees can also
request a copy of their railroad service and compensation history. These
services do not require a Personal Identification Number (PIN)/Password account
for access.
Current
railroad employees who are not receiving an annuity can apply for and claim
unemployment benefits, submit claims for sickness benefits, view a statement of
their account under the Railroad Unemployment Insurance Act, get an estimate of
their retirement annuity rate, or view their service and compensation history.
All of these services for current employees require the individual to establish
an Internet Services Account with a PIN and password.
3.
How does someone set up an Internet Services Account?
On
the “Benefit Online Services” page, there is a link for first-time users to
request a Password Request Code (PRC). Individuals who are certain that the RRB
has their current address in its records should click on this link. However, if
someone is uncertain if the agency has the correct address on file, he or she
should verify that it does by contacting an RRB field office. It is
important to make sure the RRB has the correct address, as the information must
match to generate a PRC, which is then sent by
After
clicking on the link, an individual is directed to a certification statement
that he or she must acknowledge, and some subsequent screens which provide
additional explanatory information. At the conclusion of the process, the
individual will be prompted to enter his or her name, social security number,
date of birth and address. If this information matches the agency’s records, a
PRC should be received via mail within 10 business days.
Upon
receipt of the PRC, the person should return to the “Benefit Online Services”
page and click on the link to establish an Internet account. The account must
be established within 30 days of the receipt of the PRC, as it becomes invalid
after that period. After entering the PRC, the individual can create his or her
own password for future use. The password should be between 8 and 15
characters, and may contain any combination of letters, numerals or the pound
(#) or star (*) symbols. As an added security feature, the individual’s social
security number will function as his or her PIN.
4.
When is the best time to set up an online account?
Even
though a rail employee might not have an immediate reason to use the online
services that require creating an Internet account, obtaining a PRC and
establishing the account as soon as possible will ensure that it is available
if needed.
The
most common services for those with online accounts relate to unemployment and
sickness benefits, both of which start a new benefit year each July 1. Since
obtaining a PRC and setting up an online account can take up to 10 days, by
establishing an online account before the end of a benefit year, an individual
could submit online claims for unemployment or sickness benefits as early as
necessary in the new benefit year.
5.
Are there online services available to railroad employers?
Yes.
The RRB has also developed the Employer Reporting System (ERSNet),
a web-based system that allows railroad employers to handle a variety of
transactions in an electronic format. In addition to allowing employers to file
reports and adjustments for employee service and compensation, ERSNet also lets them process employee protests of reported
amounts, as well as review unemployment applications and claims for
unemployment and sickness benefits by their workers. Most employers are
enrolled in ERSNet. New employers, or those who wish
to switch from paper forms to the online system, can contact the RRB’s
6.
Are there any other online services available through the RRB website?
Yes.
RRB annuitants and current railroad workers can enroll in Direct Deposit to
have their annuities or unemployment and sickness benefits automatically
transferred into their bank accounts. RRB annuitants or railroad employees who
have incurred a debt with the RRB and have to repay the agency, as well as
railroad employers who need to make certain payments under the Railroad
Unemployment Insurance Act, can do so electronically. However, to perform these
tasks, persons must access links on the “Benefit Online Services” and the
“Employer Online Services” pages, as applicable, to outside websites which are
operated by the Department of the Treasury. Individuals who want to
enroll in Direct Deposit will be sent to www.GoDirect.gov, while persons needing
to make payments will be directed to www.Pay.gov.
7.
Does the RRB’s nationwide toll-free telephone number
offer automated services?
Yes.
By calling 1-877-772-5772, persons with a touch-tone phone can request an
annuity rate verification letter, a duplicate tax statement, a replacement
Medicare card or a history of railroad service and compensation. Current
employees can also use the toll-free system to check on the status of their
unemployment or sickness claims. After dialing the toll-free number, they
should enter “1” and the PIN on the back of their claim form. This PIN is
assigned by the RRB, and is different than the one used for an Internet
Services Account. The toll-free number provides these services, along with
helpful announcements and information, 24 hours a day, 7 days a week. The
system also allows callers to talk to an RRB field office representative on
weekdays between
Public Affairs 312-751-4777
Posted: 05/05/12