NEW YORK: U.S. Customs and Border Protection agency is reaching out to the public and teaching them about their rights. On Friday, CBP hosted an informational session at the downtown branch of the El Paso Public Library to inform people how to fill out complaints. They also gave a presentation on professionalism and what to expect from a CBP officer.
“We are in this community, we’re part of this community and so we need to go out and put out more of the positives and ensure that the public is aware of all the good things that we do,” said Customs and Border Protection Field Officer Ruben Jauregui.
This meeting comes just one month after a government report accused CBP of lacking transparency and being vulnerable to corruption. That same report recommended that CBP review its procedures when it comes to the use of lethal force.
Around 80 people attended the session Friday and asked a variety of questions. Some had specific complaints while others asked about how the lines worked.
Rafaela Sanchez-Laura told KFOX14 that she’s had some bad experiences trying to cross into the U.S. in the past. At the informational session Friday, she asked about what officers can search in terms of personal items. She said that she felt harassed when agents search through her purse and kept asking her about her family. She said they also accused her of working illegally in the U.S.
“I believe that they treated me like a criminal. That’s how I felt,” Sanchez-Laura said.
However, others have had positive experiences with Customs and Border Protection.
“I’ve been crossing the bridge for 15 years but it’s gotten a lot better than it used to be. The officers are a lot more professional,” said Ronald Bryant, an American citizen living in Ciudad Juarez.
Jauregui said people often feel intimidated by CBP officers and that factors into whether they come forward to complain or not.
“A lot of them are afraid to do it in person. So we show them how to (file a complaint) online or anonymously over the phone,” said Jauregui.
However, Jauregui encourages everyone to come forward either with a complaint or even a compliment so that the agency can better evaluate how it’s doing.
“They’re afraid to ask or they don’t know how, but with this type of event you can… show them and guide them and let them know that it’s OK to bring it to our attention,” he said.
Jauregui said there are a number of ways for people who are crossing the border to file complaints. He says the best way is to file it in person as soon as the incident occurs. People can also fill out comment cards that they can pick up when they cross over the border. They can also send an email or call a supervisor.
Jauregui said it’s important for those who are planning to file a complaint to remember who the officer was that they dealt with, where the incident happened and when. That information will help them track down the person involved and investigate the claim.
At the end of the informational session, Sanchez-Laura said she felt more empowered and knows what to do the next time she feels she’s being harassed.
“I feel more secure that I can defend myself because I can talk and I can ask for help,” she said.
