Comments/Complaints about Customs & Border Protection Border Crossing & Preflight Clearance

If you wish to make a complaint or comment about the actions of a Customs & Border Protection employee or official, please go to our website at www.cbp.gov and click on 'QUESTIONS' in the green banner, then look for 'Services and Feedback'. Select comment or complaint and click on 'Ask a Question'. Please be sure to include a valid email address if you desire a response.

As well, the Department of Homeland Security’s Traveler Redress Inquiry Program (DHS TRIP) can be used for comments or complaints from individuals experiencing problems at ports of entry. DHS TRIP is 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: denied or delayed airline boarding; denied or delayed entry into and exit from the U.S. at a port of entry or border checkpoint; continuously referred to additional (secondary) screening.

If you believe that your situation requires urgent assistance, please call the U.S. Embassy switchboard, 613-688-5335, and tell the operator that you need to speak to someone at Customs & Border Protection immediately.

If you have been told that you are required to file for a waiver of inadmissibility, this office cannot provide you with any assistance in being admitted to the United States. You must go to the nearest U.S. Customs & Border Protection Port of Entry at the U.S.-Canada border, or a major Canadian international airports where CBP maintains a preflight operation, or to the cbp.gov website mentioned earlier, for guidance on what forms are needed and how to file them before making any attempt to enter the U.S.

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