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Complaints

1. Immigration Internal Complaints Process (ICP)

As part of the Department of Immigrationís commitment to serving our customers, we have implemented an Internal Complaint Process (ICP) whereby customers who feel that they have not been treated appropriately by our Department have a process by which they are able to voice their complaint and have their concerns addressed.

For your convenience copies of this leaflet and the complaint form are available in our reception area, or online at www.immigration.gov.ky.

The complaints procedure:

  1. The complainant will be asked to complete and sign the Internal Complaint Form. If, for any reason they are unable to complete the form on their own, they may request assistance from a friend or family member.
  2. Complaint forms may be submitted via one of the following ways:-
    • By dropping the complaint off to the Receptionist at the Immigration Department Headquarters
    • By email to: Imminternalcomplaints@gov.ky
    • By Mail to:
      • Immigration Internal Complaints
      • Department of Immigration
      • 94A Elgin Avenue
      • P.O. Box 1098 G.T.
      • Grand Cayman KY1-1102
      • CAYMAN ISLANDS
      •  
  3. Upon receipt, the complaint will be logged in the Departmentís internal support system and within 10 working days an acknowledgment letter with a reference number will be sent to the complainant advising them that their complaint has been received and the timeframe in which they may expect to receive a response. The complainant should make sure that they keep a copy of their complaint.
  4. The Assistant Chief Immigration Officer (ACIO) will endeavor to conduct the investigation and provide their findings within 30 calendar days. However, if the ACIO finds that the investigation cannot be properly investigated within the 30 days, the complainant will be advised in writing of the delay, the reason for the delay, and the expected length of the delay.
  5. Within 30 days of the completion of the investigation, the DCIO will provide a written response to the complainant outlining any action taken or to be taken by the Department in order to rectify the complaint.
  6. If the Complainant is not satisfied with the response from the DCIO, they may file a complaint with the Office of the Complaints Commissioner.
    •  
    • The Complaints Commissioner
    • Office of the Complaint Commissioner
    • P.O. Box 2252
    • Grand Cayman KY1-1107
    • CAYMAN ISLANDS
    •  
    • Tel: (345) 943-2220
    • Fax: (345) 943-2221
    • Email: caymancomplaints@yahoo.com
    • Website: www.occ.gov.ky

 

2. Immigration External Complaints Process

We have also implemented an External Complaints Process whereby persons who feel that they have not been treated appropriately by another person, employee-er or business establishment have a process by which they are able to voice their complaint and have their concerns addressed. They should provide their signed complaint in writing providing as much detail as possible, and provide full contact details where possible.

  • Mail to:
    • Immigration Internal Complaints
    • Department of Immigration
    • 94A Elgin Avenue
    • P.O. Box 1098 G.T.
    • Grand Cayman KY1-1102
    • CAYMAN ISLANDS
    •  

Upon receipt, the complaint will be logged in the Departmentís support system. While some complaints are anonymous and do not provide contact details, these complaints will still be reviewed. Once the complaint has been logged in the system it will be forwarded to the appropriate person or section for the necessary action. It should be noted that it may be necessary for the complaint letter to be provided to the person to which the complaint has been made against, for a formal response.
 

 

 Last Updated: 2018-06-27