5 Make a follow-up request for the records. Ask the records custodian to respond within 15 days. Attempt to make the follow-up request by telephone. Important: If telephone contact be made, mail the follow-up request cannot to the records custodian. 6 Notify the claimant that VA has not yet received the records requested from the records custodian. Inform the claimant of the follow-up action VA took. Ask the claimant to provide any relevant service records in his/her possession. 7 Was telephone contact made with the records custodian in Step 5? If proceed to the next step. yes, If proceed to Step 12. no, 8 Document all successful attempts to contact the custodian, on a VA Form 27-0820, Report of General Information. If an attempt to contact the custodian is unsuccessful, document the action taken in VBMS or MAP-D note. 9 Did the records custodian indicate the requested records had already been shipped or would soon be shipped to VA? If proceed to the next step. yes, If return to Step 4. no, 10 Did VA receive records from the records custodian within 15 days of making the follow-up request? If proceed to the next step. yes, If proceed to Step 13. no, 11 Did VA receive of the records it requested from the records all custodian? If proceed no further. yes, If return to Step 5. no, 12 Did the records custodian respond to the follow-up request within 15 days? If return to Step 3. yes, If proceed to the next step. no,
5 Make a follow-up request for the records. Ask the records custodian to respond within 15 days. Important: Attempt to make the follow-up request by telephone. If telephone contact cannot be made, mail the follow-up request to the records custodian. 6 Notify the claimant that VA has not yet received the records requested from the records custodian. Inform the claimant of the follow-up action VA took. Ask the claimant to provide any relevant service records in his/her possession. 7 Was telephone contact made with the records custodian in Step 5? If yes, proceed to the next step. If no, proceed to Step 12. 8 Document all successful attempts to contact the custodian, on a VA Form 27-0820, Report of General Information. If an attempt to contact the custodian is unsuccessful, document the action taken in VBMS or MAP-D note. 9 Did the records custodian indicate the requested records had already been shipped or would soon be shipped to VA? If yes, proceed to the next step. If no, return to Step 4. 10 Did VA receive records from the records custodian within 15 days of making the follow-up request? If yes, proceed to the next step. If no, proceed to Step 13. 11 Did VA receive all of the records it requested from the records custodian? If yes, proceed no further. If no, return to Step 5. 12 Did the records custodian respond to the follow-up request within 15 days? If yes, return to Step 3. If no, proceed to the next step.
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