DHS/CBP/PIA-035 Compliments, Questions, Complaints and Comments Management System (CQC2MS)

The U.S. Department of Homeland Security (DHS), U.S. Customs and Border Protection (CBP) Compliments, Questions, Complaints and Comments Management System (CQC2MS) is a customer-service system designed to address a broad spectrum of complaints and comments voluntarily submitted by members of the public. Although these complaints and comments may involve any type of interaction with CBP, the majority of complaints and comments focus on travel, such as incidents involving passengers at a checkpoint or trade, in connection with the entry and examination of goods into the United States. CBP is publishing this reissuance of the Privacy Impact Assessment (PIA) to provide notice and document the system name change from the Complaint Management System to Compliments, Questions, Complaint and Comments Management System (CQC2MS), which more accurately describes the type of complaints and inquiries CBP addresses through this system; to document the transition of the system to an internally hosted cloud platform; to discuss updates to the complaints and inquiries process; and to add the additional data elements collected through the online system. July 2020

Associated SORN(s):

• DHS/ALL-016 Department of Homeland Security Correspondence Records