1-800-265-3200
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CSA TRAVEL INFORMATION GUIDE
The job of the border official is a difficult one. Border officials are the front line in the defence of
national security, and the association fully supports both Canadian and U.S. border officials and
security officers. The association strongly advises members to assist border officials in assisting you,
and carefully weigh the consequences of engaging in the complaint process. Feel free to call the
association on our toll-free number (1-800-265-3200) to ask our advice.
Complaints against U.S. border officials and officers:
The U.S. Department of Homeland Security oversees the Directorate of Border and Transportation
Security (BTS), which includes U.S. Customs and Border Protection (CBP), employing CBP officers
and agriculture specialists at all border points. It also oversees the U.S. Citizenship and Immigration
Services (USCIS), which is dedicated to providing efficient immigration and naturalization services.
Depending on your situation, a complaint could be lodged with CBP and/or USCIS:
U.S. Customs and Border Protection (CBP)
1. Log on to your computer and visit the U.S. Customs and Border Protection website,
http://cbp.gov/
, and access the “questions” navigation panel at the top of the home page.
2. Search for complaints/comments either by drop-down menu or keyword.
3. Enter your complaint/question under the appropriate heading.
The Department of Homeland Security has recently streamlined the complaint process for those
agencies it oversees (including the CBP and USCIS) by introducing The Department of Homeland
Security Traveler Redress Inquiry Program (DHS TRIP). DHS TRIP is a single point of contact for
individuals who have inquiries or seek resolution regarding difficulties they experienced during their
travel screening at transportation hubs—like airports and train stations—or crossing U.S. borders,
including:
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•
watch list issues
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screening problems at ports of entry
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situations where travelers believe they have been unfairly or incorrectly delayed, denied board-
ing or identified for additional screening at our nation’s transportation hubs
DHS TRIP routes your redress request to the appropriate office for review and adjudication. When you
apply for redress, you will be assigned a record identifier or Redress Control Number.
DHS TRIP uses an online form that you complete using your computer and an Internet connection,
its web address is
https://trip.dhs.gov
. It takes just a few moments to complete the screens and
submit your complaint. You will be asked to submit documentation to complete the redress process.
You can submit documents via mail or e-mail. For expedited service, e-mail all requested documents
to TRIP@dhs.gov. Submitting documents via mail will result in slower processing. However, if you
are unable to complete the online form, you may mail the DHS TRIP Traveler Inquiry Form. The
form may be downloaded from the DHS website at:
http://www.dhs.gov/xlibrary/assets/
DHSTRIP_Traveler_Inquiry_Form.pdf.
If you do not have Internet access, please call the U.S. Transportation Security Administration contact
center at 1-866-289-9673 for assistance in obtaining a form.