HOW TO FILE A COMPLAINT WITH THE
DEPARTMENT OF HOMELAND SECURITY
APRIL 2015
Office for Civil Rights and Civil Liberties
U.S. Department of Homeland Security
Washington, DC 20528
The U.S. Department of Homeland Security (“DHS” or “Department”) has many avenues for the public to make
complaints involving DHS employees or programs, alleged violations of civil rights and civil liberties,
immigration filings, travel redress, and other types of grievances. This guide brings together information about
these avenues.
If you have questions regarding the types of information that should be included in a complaint or if you are
uncertain whether a DHS office or Component listed in this guide has jurisdiction over your concerns, contact
that Office or Component or visit their website for more information.
(Note: this guide does not cover employment discrimination complaints. For information on making a DHS
equal employment opportunity complaint, visit:
www.dhs.gov/filing-equal-employment-opportunity-eeo-complaint.)
If you are deaf, hard-of-hearing, or have a speech disability, communication assistance is available through the
Federal Relay Service (FedRelay) in the following forms:
Telephonically-based:
TTY (text telephone)/ASCII/Voice
STS (speech to speech)
Captioned Telephone (CapTel)
Internet-based:
Video Relay Service (VRS)
IP Relay
Relay Conference Captioning (RCC)
For more information about FedRelay, visit www.federalrelay.us/.
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This guide will help you direct the following types of complaints to the appropriate DHS Office:
Discrimination and other violations of civil rights and civil liberties
Criminal and non-criminal misconduct or serious and/or repeated violations of DHS rules, policies, or
regulations by DHS employees or DHS contractors
Travel-related complaints
Discrimination in Federal Emergency Management Agency (FEMA) funding, services, or benefits
Concerns with longstanding or complex U.S. Citizenship and Immigration Services (USCIS) immigration
filings or applications
Concerns regarding E-Verify and the SAVE Program
Concerns regarding U.S. Immigration and Customs Enforcement (ICE) Enforcement and Removal
Operations (ERO)
General complaints involving any of the following:
o U.S. Customs and Border Protection (CBP)
o U.S. Immigration and Customs Enforcement (ICE)
o Transportation Security Administration (TSA)
o U.S. Citizenship and Immigration Services (USCIS)
o Citizenship and Immigration Services Ombudsman (CIS Ombudsman)
o U.S. Coast Guard (USCG)
o U.S. Secret Service (USSS)
o Federal Emergency Management Agency (FEMA)
o Federal Protective Service (FPS)
Privacy complaints or allegations of privacy violations
1. Discrimination and Other Violations of Civil Rights and Civil Liberties
The DHS Office for Civil Rights and Civil Liberties (CRCL) reviews and assesses information concerning abuses of
civil rights, civil liberties, and profiling on the basis of race, ethnicity, or religion, by employees, contractors and
officials of the Department of Homeland Security and by recipients of DHS assistance.
You may contact CRCL to file complaints alleging issues such as:
Discrimination based on race, ethnicity, national origin, religion, sexual orientation, gender identity, or
disability
Denial of meaningful access to DHS or DHS-supported programs, activities, or services due to limited
English proficiency
Violation of rights while in immigration detention or as a subject of immigration enforcement
Discrimination or inappropriate questioning related to entry into the United States
Violation of right to due process, such as right to timely notice of charges or access to lawyer
Violation of the Violence Against Women Act/T Visa/U Visa confidentiality requirements or other
immigration status-related confidentiality requirements
Physical abuse or any other type of abuse
Any other civil rights, civil liberties, or human rights violation related to a Department program or
activity, including allegations of discrimination by an organization or program that receives financial
assistance from DHS
CRCL works with the entire Department to address civil rights and civil liberties concerns. More information and
an optional complaint form are available at www.dhs.gov/crcl. Complaints sent to CRCL are accepted in
languages other than English. The complaint form is available online in multiple languages.
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As an alternative to reporting a complaint to CRCL, you may file a civil rights complaint with the DHS Office of
Inspector General (See 2, below).
To file a civil rights complaint with CRCL, contact:
2. Criminal and Non-criminal Misconduct, including Serious and/or Repeated Violations of
DHS Rules, Policies, or Regulations
The DHS Office of Inspector General (OIG) is the primary investigative agency of criminal and non-criminal
misconduct by DHS employees and contractors, as well as theft or misuse of DHS funds, property, or programs.
For misconduct by DHS employees, the DHS OIG investigates: (1) allegations of criminal misconduct by any DHS
employee; (2) allegations of misconduct against employees at the GS-15, GM-15 level or higher, or against
employees in any DHS offices for internal affairs, inspections, audits or Professional Responsibility, or the DHS
Office of Security; (3) allegations of serious, non-criminal misconduct against DHS law enforcement officers; and
(4) allegations of visa fraud by DHS employees working in the visa issuance process. The DHS OIG also reviews
DHS programs and expenditures to identify mismanagement, fraud, waste, or abuse of DHS programs, funds,
contracts, or grants, including fraud by contractors and grantees.
The DHS OIG has the authority to investigate claims of civil rights abuses and whistleblower and retaliation
matters within the Department. For complaints alleging criminal or non-criminal misconduct, including
serious/repeated violations of DHS rules, policies, or regulations by employees of all DHS Components, visit the
OIG website at www.oig.dhs.gov/ and send your complaint electronically using the online DHS OIG Allegation
Form. The OIG may be contacted at:
Phone: 800-323-8603
Fax: 202-254-4297
Mail: Attn: Office of Investigations - Hotline
Department of Homeland Security
Office of Inspector General/Mail Stop 2600
245 Murray Lane, SW, Building 410
Washington, DC 20528
You may send a complaint to CRCL in writing.
Email: [email protected]
Fax: 202-401-4708
You may complete CRCL’s optional online fillable
complaint form and email the form to
[email protected] or fax or mail the
form.
If you have any questions, please call CRCL:
Phone: 202-401-1474 or 866-644-8360
TTY: 202-401-0470 or 866-644-8361
Mail: Department of Homeland Security
Office for Civil Rights and Civil Liberties
Compliance Branch
245 Murray Lane, SW
Building 410, Mail Stop #0190
Washington, DC 20528
PLEASE NOTE: Mail takes up to 20 business days to
arrive. Email is faster.
Complaints are accepted in languages other than English.
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Alternative Filing Options:
As an alternative to filing a complaint to the OIG, complaints involving U.S. Immigration and Customs
Enforcement (ICE) or U.S. Customs and Border Protection (CBP) employees can be sent to the Joint Intake Center
(JIC). Allegations of misconduct received by the JIC are screened by the OIG and, when warranted, are returned
to the JIC for appropriate action by the ICE Office of Professional Responsibility or the CBP Office of Internal
Affairs.
Mail: Department of Homeland Security
Joint Intake Center
P.O. Box 14475
1200 Pennsylvania Avenue, NW
Washington, DC 20044
Further, as an alternative to filing a complaint with the OIG, allegations of misconduct involving U.S. Citizenship
and Immigration Services (USCIS) employees or contractors, may be filed with the USCIS Office of Security and
Integrity (OSI) by fax or mail at:
Fax: 202-233-2453
Mail: Chief, Investigations Division
Office of Security and Integrity, MS 2275
U.S. Citizenship and Immigration Services
633 Third Street, NW, 3rd Floor
Washington, DC 20529-2275
To report criminal activity that you believe may be within the jurisdiction of the U.S. Coast Guard, visit
www.uscg.mil/hq/cg2/cgis/, click on “regional contact info” and call the appropriate regional authority, or call
the Coast Guard Investigative Service at 202-493-6600.
As an alternative to reporting complaints to the OIG, allegations of serious misconduct involving National
Protection and Programs Directorate (NPPD) employees or Federal Protective Service Protective (FPS) Security
Officers can be sent to the NPPD Office of Compliance and Security.
3. Travel-related Complaints
For complaints related to difficulties experienced during travel screening, such as watch list issues; denied or
delayed entry into or departure from the U.S. at a port of entry or border crossing; or situations where you
believe you have been unfairly or incorrectly delayed, denied boarding, or identified for additional screening, use
the DHS Traveler Redress Inquiry Program (DHS TRIP), www.dhs.gov/dhs-trip. Once your application has been
submitted, you will receive a Redress Control Number from DHS TRIP, which you may use to check the status of
your application.
Email: [email protected]
Mail: DHS Traveler Redress Inquiry Program (TRIP)
601 S. 12th Street, TSA-901
Arlington, VA 20598-6901
Mail: Office of Compliance and Security
National Protection and Programs Directorate
U.S. Department of Homeland Security
5th Floor, Mail Stop 0662
245 Murray Lane, SW
Arlington, VA 20598-0662
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For complaints about your experience while clearing customs and immigration, including concerns about the
inspection process, facilities, and penalties assessed, contact the CBP INFO Center. An online complaint form is
available at help.cbp.gov. Or contact:
Phone: 877-227-5511 or 202-325-8000
TTY: 866-880-6582
Mail: CBP INFO Center
U.S. Customs and Border Protection
1300 Pennsylvania Avenue, NW
Washington, DC 20229
For complaints alleging that you were treated unfairly or discriminated against by the Transportation Security
Administration (TSA) because of your disability, race, national origin, religion, sex, or sexual orientation, or any
other civil rights or civil liberties violation, contact the TSA Disability and Multicultural Division in the Office of
Civil Rights & Liberties, Ombudsman and Traveler Engagement. More information and an optional online
complaint form are available at www.tsa.gov/traveler-information/civil-rights-travelers.
Mail: Transportation Security Administration
Disability and Multicultural Division
Office of Civil Rights & Liberties,
Ombudsman and Traveler Engagement (TSA-6)
601 S. 12th Street
Arlington, VA 20598-6006
4. Discrimination in FEMA Funding, Services, or Benefits
For complaints alleging discrimination in the application or distribution methods of Federal Emergency
Management Agency (FEMA) funds, services, or benefits, whether by FEMA or by FEMA grantees, contact the
FEMA Office of Equal Rights at:
Phone: 800-621-3362 or 202-646-3535
Fax: 202-646-4320
Attn: Civil Rights Title VI Program
Mail: FEMA - Office of Equal Rights
Attn: Civil Rights Title VI Program
395 E Street, SW, 2nd Floor
Washington, DC 20472-3505
5. Concerns with Longstanding or Complex USCIS Immigration Filings or Applications
For help resolving problems with U.S. Citizenship and Immigration Services (USCIS) immigration filings or
applications, first try resolving the issue by using the USCIS customer service options available to you: (1) Call
the USCIS National Customer Service Center at 1-800-375-5283, 1-800-767-1833 (TTY); (2) Check “Case
Status at www.uscis.gov; or (3) Make an InfoPass appointment with USCIS at infopass.uscis.gov.
Individuals or employers who have exhausted all USCIS customer service options but still need help resolving a
problem with an application or petition can request the assistance of DHS Headquarters by contacting the Office
of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman) and completing the online case
assistance form, or, if outside of the United States, Form DHS-7001, Case Assistance Worksheet, found at
www.dhs.gov/cisombudsman. Please note: If the requested service involves the forms I-589, I-590, I-360 (Violence Against Women
Act), I-914, I-918, or an I-751 battered spouse waiver, the applicant must sign the last page of Form DHS 7001 and attach it to the online
case assistance form as a PDF file.
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The CIS Ombudsman is an independent, confidential, and impartial resource located in DHS Headquarters, and
there is no fee for assistance provided by the Office. The completed worksheet and any supporting
documentation can be submitted online (preferred method) or by email, fax, or postal mail:
Online case-problem assistance requests are preferred:
Website: www.dhs.gov/cisombudsman
Email: [email protected]
Phone: 202-357-8100 or Toll-Free: 855-882-8100
Monday through Friday (11a.m. – 3p.m. EST)
Fax: 202-357-0042
Mail: Citizenship and Immigration Services
Ombudsman
Department of Homeland Security
Attn: Case Assistance
245 Murray Lane, SW
Building 410, Mail Stop #0180
Washington, DC 20528-0180
Concerns regarding E-Verify and the SAVE Program
E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work
in the United States. For more information, visit www.uscis.gov/e-verify. For help resolving problems with
E-Verify policies and procedures, Form I-9 and employment eligibility, contact the USCIS Verification Programs
Contact Center at:
For Employers:
For E-Verify Employer Agents:
For Employees:
For immigration-related employment discrimination, including discrimination based on citizenship status,
immigration status or national origin in Form I-9 and E-Verify processes, the U.S. Department of Justice Civil
Rights Division Office of Special Counsel is available at:
Employer Hotline:
Phone: 800-255-8155
TTY: 800-362-2735 (TTY)
Employee Hotline:
Phone: 800-255-7688
TTY: 800-237-2515 (TTY)
Email:
Website:
www.justice.gov/crt/about/osc
The SAVE Program is an inter-governmental initiative designed to aid benefit-granting agencies in determining an
applicant’s immigration status, thereby ensuring that only entitled applicants receive federal, state, or local public
benefits and licenses. For more information, visit www.uscis.gov/save. For questions on SAVE access methods,
verification processes, and forms, contact the USCIS Verification Programs Contact Center by phone at
877-469-2563 or by email at SAVE.HELP@dhs.gov.
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6. Concerns about U.S. Immigration and Customs Enforcement (ICE) Enforcement and
Removal Operations (ERO)
For complaints and concerns about ICE policies, programs, and operations, including ICE civil enforcement
priorities, immigration detention, or ICE actions involving U.S. citizens, contact your local ERO Community
Field Liaison or the ERO Detention Reporting and Information Line to directly address your concern.
Contact a Community Field Liaison
In the field, there are 24 Community field liaisons, which correspond to ICE ERO’s 24 Field Offices located
throughout the United States. All concerns or questions regarding ICE practices, policies and/or programs should
first be directed to the local field liaison. These dedicated liaisons are in the best position to directly resolve issues
and concerns regarding ERO practices, policies, and procedures on a local level. To find the local Community
field liaison in your area, use the map at this link to contact one of ICE’s 24 field liaisons:
www.ice.gov/contact/ero/#fieldOffice .
Contact the Detention Reporting and Information Line (DRIL)
The Detention Reporting and Information Line (DRIL) is established to help those who have not been able to
resolve a problem through traditional channels. Prior to contacting DRIL, you must first try to resolve your
request or concern at the field level through the appropriate field office liaison. With any request, include a
detailed description of all your attempts to resolve the concern and any supporting documentation. For more
information about DRIL, visit www.ice.gov/contact/detention-information-line.
You may also submit your requests, inquiries, or complaints to ERO headquarters using an optional ERO Contact
Form at www.ice.gov/webform/ero-contact-form.
Please note that, as is the case with all other DHS Components, ICE cannot share any details with you about
another person without a signed Form G-28, privacy waiver, or, in certain circumstances, appropriate verification
of an agency relationship with the individual. For information on ICE administration of privacy protections, visit:
www.ice.gov/about/offices/management-administration/privacy/.
If you have any questions, please call the ICE
Detention Reporting and Information Line to speak to
a live operator:
Phone: 1-888-351-4024
Monday – Friday (8 a.m. – 8 p.m. EST)
You may send a complaint to the Detention
Reporting and Information Line in writing:
Email: [email protected]
Mail: Department of Homeland Security
Detention Reporting and Information Line
Custody Management
Enforcement and Removal Operations
U.S. Immigration and Customs Enforcement
500 12
th
Street, SW
Washington, DC 20536
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7. General Complaints
For general complaints about your overall experience with DHS—for example, those dealing with inappropriate
conduct, or what you believe to have been incorrect outcomes—you can, in many circumstances, file a complaint
verbally, in writing, on the phone, or on-line with the appropriate DHS Component:
U.S. Customs and Border Protection (CBP)
For complaints about the CBP customs clearance and immigration inspection process at ports of entry and
customs processing of international trade:
In-person: Supervisors are available to address travelers’ and importers’ concerns at every air, land, and sea
Port of Entry. If you have a concern about your customs clearance or immigration inspection while it is
happening, ask to speak to a supervisor.
Online: Complaints may be filed online at: www.CBP.gov. On the home page, click on the
Questions/Complaints tab and follow the instructions provided. Further information about the online
complaints system is available at www.cbp.gov, under “Questions/Complaints,” or at:
help.cbp.gov/app/forms/complaint/session/L3NpZC8xbTFSdmd4bA%3D%3D.
By phone: Complaints may be reported by calling the CBP INFO Center. For domestic calls, the toll-free
number is 877-227-5511. For international and/or local calls, the number is 202-325-8000. The TTY
number is 866-880-6582. In addition, you may contact the Port of Entry or Border Patrol Sector directly
and ask to speak with a supervisor. CBP will make a record of all calls in a complaint tracking database. If
your complaint cannot be resolved over the phone, CBP will refer it for additional review and resolution.
By mail: Written complaints also may be sent by mail. Comments/complaints should be sent to the CBP
INFO Center at:
o CBP INFO Center
U.S. Customs and Border Protection
1300 Pennsylvania Avenue, NW
Washington, DC 20229
U.S. Immigration and Customs Enforcement (ICE)
By phone or mail: ICE Enforcement and Removal Operations (ERO) field offices are located around the
country and each office has a distinct area of responsibility. The webpage www.ice.gov/contact/ero/
provides the address and phone number for each ERO field office.
By phone or mail: ICE Homeland Security Investigations (HSI) field offices are located around the country.
The webpage www.ice.gov/contact/inv/ provides the address, phone number, and fax number for the
principal HSI field offices.
Transportation Security Administration (TSA)
In person: Some airports are staffed with a local TSA Customer Service Manager who is available to address
travelers’ concerns. To contact this representative if you have concerns about your TSA inspection,
travelers may ask any TSA officer at the airport. In addition, a traveler who needs assistance or is
concerned about his or her screening can ask a TSA checkpoint officer or supervisor for a TSA Passenger
Support Specialist (PSS). The PSS program ensures that TSA personnel are available to provide additional
support and information to travelers at TSA checkpoints.
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By phone, email or online: Travelers may contact the TSA Contact Center for answers related to questions about
TSA programs and policies. Complaints, compliments, requests for information and suggestions are
recorded and directed as appropriate within TSA headquarters. The TSA Contact Center can be reached by
telephone or email. More information can be found at www.tsa.gov/contact-us.
Travelers may also contact TSA by postal mail.
Phone: 866-289-9673
Email: [email protected]
Mail: Transportation Security Administration
601 South 12
th
Street, TSA-1
Arlington, VA 20598
Claims for lost, missing or damaged items: If travelers’ property is damaged or misplaced during the TSA
screening process, travelers may file a claim with TSA Claims Management Branch. The TSA Claims
Management Branch will attempt to resolve your claim as quickly as possible (often within 60 days);
however, they may require up to six months to fully investigate your claim before they can make a
recommendation to approve, deny, or offer a settlement. Critical life-supporting medications and
property will be expedited through the claims process. More information on Claims Management can be
found at www.tsa.gov/traveler-information/claims-management-branch and the Claims Management
Branch may be contacted by email at [email protected].
U.S. Citizenship and Immigration Services (USCIS)
By phone: To receive nationwide assistance for immigration services and benefits offered by USCIS, call the
National Customer Service Center (NCSC) at 1-800-375-5283 if you are within the U.S., including Puerto
Rico, Guam, and the U.S. Virgin Islands. The TTY number is 1-800-767-1833.
By mail:
o U.S. Citizenship and Immigration Services (USCIS)
Customer Service and Public Engagement Directorate
111 Massachusetts Avenue, NW, Suite 6000 MS 2260
Washington, DC 20529
If you are outside the United States, contact your local U.S. Embassy or U.S. Consulate.
For more information, visit www.uscis.gov and click on “Contact Us.”
Citizenship and Immigration Services (CIS) Ombudsman
If you have a complaint or other feedback about an interaction or experience with the CIS Ombudsman’s Office,
contact that Office at [email protected].
U.S. Coast Guard (USCG)
By email: If you have a question or concern about the Coast Guard, you may leave a comment and your
email address at www.uscg.mil/ or visit that site and follow the prompts for information on specific
subjects. You also may direct your question or concern to the appropriate command or program office by
clicking on “additional contact information” and following the prompts, or by obtaining a contact phone
number at www.uscg.mil/global/mail/info_pg.asp.
In person or by phone: If you do not have Internet access, your local Coast Guard office may be the best way to
address your complaint. The phone numbers and addresses for local Coast Guard Offices are in the phone
book.
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If your complaint cannot be resolved through your local Coast Guard office, you can contact the Coast
Guard Office of Government and Public Affairs by postal mail at:
o Commandant CG-092
U.S. Coast Guard Headquarters
2100 2nd Street, SW, Stop 7362
Washington, DC 20593-7362
Fax: 202-372-4980
U.S. Secret Service (USSS)
If you have a question or concern regarding the U.S. Secret Service, you may contact the Secret Service: at:
Phone: 202-406-6300
Fax: 202-406-6560 or 202-406-6560
Mail: U.S. Secret Service
Communications Center
Attn: Special Agent in Charge (SAIC)
Inspection Division
245 Murray Lane, SW, Building T-5
Washington, DC 20223
8. Privacy Complaints and Allegations of Privacy Violations
The DHS Privacy Office and DHS Components are responsible for responding to privacy complaints submitted by
DHS employees, the public, other government agencies, and the private sector. Privacy complaints are defined as
allegations of harm or a violation of privacy compliance requirements or of the Privacy Act of 1974, 5 U.S.C.
§ 552a. Each Component manages and customizes its privacy complaint handling process to meet its needs and
fulfill Department complaint handling and reporting requirements. Please direct your complaint to the
Component that you believe is responsible for the issue raised. Alternatively, privacy complaints can be directed
to the DHS OIG or DHS Privacy Office for consideration and/or appropriate referral if there is a potential conflict
of interest or you are unsure of the appropriate Component with which to file a complaint.
CBP:
Email: [email protected]
DHS Privacy Office:
Email: [email protected]
Mail: Privacy Office, Attn: Chief Privacy Officer
U.S. Department of Homeland Security
245 Murray Lane, SW, Mail Stop 0655
Washington, DC 20528-0655
FEMA:
Email: [email protected]
Phone: 202-646-3323
ICE:
Email: IC[email protected]
Phone: 202-732-3300
Mail: Privacy Office
U.S. Immigration and Customs Enforcement
500 12th Street, SW, Mail Stop 5004
Washington, DC 20536-5004
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NPPD:
Email: [email protected]
Mail: Office of Privacy
National Protection and Programs Directorate
U.S. Department of Homeland Security
245 Murray Lane, SW, Mail Stop 0380
Washington, DC 20528-0380
OIG:
Email:
POLICY:
Email:
Mail: Office of Policy - Front Office
U.S. Department of Homeland Security
Attn: FOIA and Privacy Officer
245 Murray Lane, SW, Mail Stop 0445
Washington, DC 20528-0445
TSA:
Email: [email protected]
Mail: Privacy Officer
Transportation Security Administration, TSA-36
601 S. 12
th
Street
Arlington, VA 20598-6036
USCG:
Email: HQS-[email protected]
Mail: Commandant (CG-61)
Attn: Privacy Program
U.S. Coast Guard
2100 2
nd
Street, SW, Stop 7101
Washington, DC 20593-7101
USCIS:
Email: [email protected]
Phone: 202-272-8030
Mail: U.S. Citizenship and Immigration Services
Office of Privacy, Mail Stop 8000
20 Massachusetts Avenue, NW, 5
th
Floor
Washington, DC 20529
USCIS Verification Division:
Email: [email protected]
Phone: 888-464-4218
Mail: Verification Privacy Office
U.S. Citizenship and Immigration Services
Department of Homeland Security
131 M Street, NE, Suite 200, Mail Stop 2600
Washington, DC 20529-2600
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USSS:
Email: [email protected].gov
Mail: FOIA/PA Program
Disclosure/Privacy Officer
U.S. Secret Service
245 Murray Lane, SW
Building # T-5
Washington, DC 20223
US-VISIT:
Email: us[email protected]
Mail: Privacy Office
U.S. Department of Homeland Security
245 Murray Lane, SW, Mail Stop 0675
Washington, DC 20528-0675
