Complaints Handling Policy
The Customs & Border Control Services (CBC) believes that there are many benefits of having a clear and straightforward complaint-handling process that reasonably and proportionately addresses the complaint, which aims to:
• Ensure that we provide the level of service deserved by our customers;
• Allows us to learn from our mistakes and improve operations;
• Doing what is appropriate in the circumstances;
• Considering the facts and the context of the complaint and,
• Providing good customer service.
Details for our approach to complaint handling and the process involved are contained in our Complaints Handling Process. This policy aims to provide a confidential means for individuals to report complaints.
Definition of a Complaint
While we acknowledge that any situation that prompts a customer to contact us to express dissatisfaction is essential, we define a complaint as such where it includes one or more of the following:
• Breach of Rules under The Customs and Border Control Act;
• Failure to comply with any legal obligation;
• Negligence leading to material loss, inconvenience, distress or;
• Inappropriate behavior from a CBC officer or Staff member.
How can I make a complaint?
When collecting information relating to the complaint, it will be used only to deal with the complaint or to address systemic issues arising from the complaint. However, there is no obligation on CBC to maintain secrecy or restrict information disclosure to the Ombudsman for a complaint investigation.
To make a complaint, you can:
• Complain directly to the organization complaints email portal: CBCComplaints@gov.ky ;
• Send a written letter to the Deputy Director with portfolio responsibility for the Professional Standards Unit (PSU);
• Request to speak directly with an officer of the PSU;
• You can also complain by telephoning the PSU office on (345) 949-4579 directly;
• Complain in person or;
• Someone can complain on your behalf, but you must permit them to do this in writing.
Complaints may be addressed to:
Deputy Director of Customs & Border Control (CBC)
Professional Standards and Discipline Unit (PSU)
42 Owen Roberts Drive
PO Box 898 Grand Cayman, KY1-1103
Cayman Islands
Email: CBCComplaints@gov.ky
Telephone: 1 (345) 949 4579
Is there a limit on making a complaint?
There is no time limit on making a complaint, but it is best to do it as quickly as possible after the incident.
If you are making a complaint more than 12 months after the incident you should explain the reason for the delay. However, explaining your reasons does not guarantee that the complaint will be investigated or have the same outcome had it been reported shortly after the incident.
What happens once I have made my complaint?
Once received, the officer assigned to the complaint will contact you within five working days to make sure they have all the details needed about your complaint. The officer should ask what action you would like to take place. For example, you could request a written apology from the organization, for an issue to be put right, or that the CBC officer or staff member be held responsible and learn from what happened.
What will the outcome of my complaint be?
The professional Standards Unit will assess and consider how to deal with your complaint reasonably and proportionately. Some of the actions that could result from investigating your complaint are:
• Providing further information or an explanation;
• A supervisor could offer advice, guidance and identify training needs;
• The officers involved could face disciplinary action (such as a written warning, a reduction in rank, or dismissal);
• Providing an apology on behalf of the organization;
• In some cases, it could be reasonable to take no further action;
• An officer could reflect on their performance with their supervisor and take action or;
• Changing the Services/Organization’s policy or procedures.
How long does it take to get an outcome?
There is no limit on how long it takes to resolve a complaint- The time will depend on the individual complaint. A straight forward complaint could be resolved in a week, but a more complex complaint could take many months to a year. However, we do aim to complete our investigations within 60 days.
Will I receive updates on the status of my complaint?
You may be asked by the investigating officer how you would like to be kept informed- This could be by phone, letter, email, or in person.
The investigating officer will update you on the progress of your complaint every 28 days and, after the investigation, give enough information to understand what has happened in the inquiry and what decisions were arrived at.
What if I am not satisfied with the Complaint Response?
If you have followed the complaints process and are still dissatisfied with CBC’s response, you can ask the Ombudsman to review the decision.
The Ombudsman,
5th Floor, Anderson Square,
64 Shedden Road, G.T. Grand Cayman,
P.O. Box 2252, Grand Cayman | KY1-1107
Phone: (345) 946-6283
Email: info@ombudsman.ky
Web: https://ombudsman.ky/
Regardless of the outcome of your complaint, the information provided helps the organization to identify broader trends and patterns. It also allows us to identify learning opportunities to influence changes in our environment.
A complaint will be handled in accordance with our internal complaints handling procedures which govern the acknowledgement, investigation and response to complaints.