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How CBP Handles Traveler Complaints

U.S. Customs and Border Protection currently has in place four primary programs to address and respond to customer complaints and compliments. They are the Passenger Service Representatives, Comment Cards, CBP INFO Center, and a program where port directors and supervisors personally respond to telephone and verbal complaints.

Comment Card Program

CBP comment card program allows travelers to express, in writing, any concern, complaint, or compliment they may have as a result of their Customs processing experience. Customs Headquarters personnel review comment cards and attempt to contact each complainant. Comment cards provide CBP with valuable feedback from travelers; are given to all air and sea travelers who undergo a secondary examination; are given to all air, land, and sea travelers who are subjected to a personal search.

CBP INFO Center

The CBP INFO Center is CBP's single point-of-contact for reviewing, responding to, tracking and addressing all customer complaints and compliments relating to CBP interaction with the general public, travelers, industry, Congress, and other government entities. CBP has embraced the concept that complaints are to be viewed as opportunities to improve our service to travelers and to better meet their expectations.

The INFO Center tracks and records complaint or compliment information in an automated tracking system to ensure a proper review of all issues raised by the complainant. This office endeavors to contact complainants, or their respective attorney or congressional offices by telephone to acknowledge CBP headquarters' receipt of the complaint and/or to resolve the complaint, if possible. This communication process does not pertain to any Freedom of Information Act (FOIA) requests. FOIA requests are received and responded to in writing only.

Telephone/Verbal Complaints

All complaints concerning Customs processing that are received at a port, either verbally or via the telephone, are recorded in a Complaint Information Data sheet. Port Directors, supervisors, or passenger service representatives are responsible for contacting the complainant within one business day to acknowledge receipt and to try and resolve the complaint during the initial conversation with the complainant.

Complaints concerning allegations of misconduct/discrimination

The U.S. Customs and Border Protection takes allegations of employee misconduct and discrimination very seriously.

  • Allegations of misconduct or discrimination are referred to the CBP Office of Internal Affairs personnel are specially trained to investigate and review allegations.
  • If warranted, CBP will take appropriate action against the employee.

CBP INFO Center
OPA - MS1345
U.S. Customs and Border Protection
1300 Pennsylvania Ave., N.W.
Washington, DC 20229

How to file a complaint? Please see the complaints section of the customer service page.

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