Over the past six months, the Office for Civil Rights and Civil Liberties (CRCL) has consulted a wide range of stakeholders and are now bringing to a close a major review of our complaints process, with many resulting improvements.

Highlights include:

• Complaints Database. Our new complaints database, launched in October 2010, improves confidentiality protections and record keeping; its tracking and reporting functions will assist trend analysis.
• Expedited Complaint Processing. We have created a “short form” complaint process to facilitate immediate responses to address urgent complaints, using less formal channels of investigation.
• Increased Transparency. We now tell complainants and the public more about complaints results.
• Online Complaint Form. Our new (optional) easy-to-use, online complaint form can be accessed on our webpage, downloaded, and submitted via e-mail. It will soon be posted in many languages.
• Language Access. We have greatly improved our ability to accept complaints and interview complainants and witnesses in non-English languages, entering new contracts for on-demand interpretation services.
• Complaint Follow-up. We have improved follow-up on recommendations that result from our complaint investigations.
• Expert consultants. We have doubled our access to subject matter experts, who assist us with matters ranging from medical and mental health care to use of force.
• Confidentiality. We are working with DHS component agencies to ensure complainant confidentiality and protections against reprisal.

Learn More

• CRCL Complaints Process Improvements
• Complaints Improvements Flowchart (PDF - 1 page, 76 KB)