COMPLAINTS ABOUT CONDITIONS IN CBP CUSTODY
A person who experienced serious problems with medical care, sanitation, food, water, detention conditions, abuse or treatment while held by CBP may have more than one complaint channel. The appropriate route can depend on whether the concern involves ordinary service, employee misconduct, civil rights or serious wrongdoing.
CBP’s Transport, Escort, Detention and Search standards address medical care, medication, food, drinking water, restroom access, hygiene and treatment of detainees in CBP custody.
See Medication and Medical Care During CBP Detention and Food, Water and Restroom Access During CBP Detention.
DHS CRCL has investigated complaints involving conditions in CBP facilities, medical and mental-health care, discrimination, due-process concerns and alleged abuse.
CRCL is particularly relevant when the complaint raises a civil-rights or civil-liberties concern rather than only dissatisfaction with customer service.
CBP’s public complaint system can receive traveler complaints about employee conduct, delays and other experiences involving CBP.
The DHS Office of Inspector General operates a hotline for allegations of fraud, waste, abuse, misconduct and other qualifying wrongdoing involving DHS.
A complaint does not necessarily provide the traveler with the inspection or custody records. If the underlying CBP documentation is needed, a separate FOIA request may be appropriate.
Even a serious complaint concerning conditions or officer conduct is procedurally separate from the traveler’s admission, removal, visa or inadmissibility issues.
A strong complaint can document misconduct or conditions without overstating the complaint process as an immigration appeal.
Depending on the facts, CBP’s complaint system, DHS CRCL and potentially DHS OIG can be relevant. The appropriate channel depends on whether the issue is service, civil rights or serious misconduct.
Yes, when medical consequences occurred. Contemporaneous medical records can provide important evidence of the condition and treatment required after release.
Not necessarily. FOIA is the separate records-access process for obtaining responsive CBP documentation.
These government materials provide the principal complaint, oversight and traveler-redress procedures discussed on this page.
The strongest complaint identifies the precise conditions, medical consequences, requests for help and agency personnel involved while using the complaint channel suited to the allegation.