Congressional Inquiries and Constituent Casework

Inquiry Requirements

• Format

  • All correspondence must be on the Congress member’s stationary and signed by the member.

• Addressee

  • All correspondence should be addressed to: Stephanie A. Talton, Deputy Assistant Commissioner, Office of Congressional Affairs.
  • Send all correspondence to OCAInquiry@cbp.dhs.gov

• Documentation

  • Inquiries must be in (or translated into) English and include a single, combined PDF file for each individual involved in the case that contains the following:
    • A brief description of the issue and a statement from the constituent (typed is preferred).
    • A privacy release form (PRF), complete with legal name, date of birth, and social security number (if applicable) signed by the individual who is the subject of the inquiry (parents may sign for their minor children and other legal dependents) that clearly states the individual authorizes CBP to release his or her personal information to your office. CBP cannot accept PRFs signed by one adult on behalf of another. Additionally, we cannot discuss any inquiry over the phone without first receiving all applicable PRFs.
    • All supporting information applicable to the inquiry such as copies of the constituent/traveler’s passport, VISA/ESTA, travel itineraries, case identification numbers (e.g., Trusted Traveler and FOIA), any prior communication or documents received from CBP/DHS or another federal entity. If the inquiry is about a shipment or package, please provide tracking information. 

• Point of Contact

  • Please provide a congressional staff point of contact, including name, phone number, and email.

Additional Guidance and Helpful Tips

Observing the following guidance protects constituents’ personal information and helps CBP’s inquiry intake team efficiently address constituent questions.

• Subject Line

  • Please do not use generic subjects such as "congressional inquiry" or "question." Please use an email subject line that includes the member's and the constituent's last names (e.g., MEMBERLAST_constituentlast).

• Urgency

  • Please tag exceptionally critical cases with high importance and add these identifiers in the subject line as needed:
    • Include “Urgent” in the subject line when there is potential for the loss of life, limb, or eyesight, such as inadmissible travelers attempting to visit a dying relative or inadmissible travelers who require life-saving medical treatment in the United States.
    • Include “Time Sensitive” in the subject line when a timely resolution is needed to prevent serious personal, legal, or financial hardship, such as the release of a shipment of goods costing a business significant financial strain.
    • Note: Using these designations helps draw attention to especially pressing cases; however, the determination to expedite cases is at the discretion of CBP and made on a case-by-case basis. Because Trusted Traveler Programs (TTP) are not required for travel, TTP cases are addressed with standard urgency.

• Personally Identifiable Information (PII)

  • Do not include any PII (social security number, date of birth, passport number, etc.) in the subject line or body of an email. This information should be on the PRF that is submitted to CBP.

• Case Status

  • When sending emails to check on the status of a case, please reply to your original email and do not change the subject line or add phrases such as “Follow Up” or “Second Request.”

• Response Time

  • The timeframe for a response varies based on the complexity and nature of the inquiry. Some responses can take more than 90 days. However, we make every effort to answer your inquiry as quickly as possible.

• Questions?

  • OCA is happy to help however we can. Please do not hesitate to contact us if you need additional assistance. Send us an email at OCAInquiry or call our office at (202) 344-1760. Visit CBP.gov/Congress for more information on CBP operations, programs, and activities.