Originally Posted by
Boggie Dog
I have filed complaints with TSA and my experience is that nothing happens. Even had an FSD cover up a complaint so no thank you, my complaints go directly to OIG should I feel the need to submit a complaint. TSA needs to demonstrate a process where the person filing the complaint is kept in the loop until resolution is determined. The system needs to be open and have no question of bias. In my opinion TSA is as far away from those ideals as possible and it will take an Administrator who can admit problems may exist to gain public trust.
The good thing about filing with the IG initially is that the IG will send the complaint to the TSA Office of Investigations - which is further than most complaints filed with TSA probably ever get - and the TSA must then advise the IG's office how the complaint is resolved. It also, obviously, alerts the IG to problems on the frontlines, problems that otherwise would not get brought to their attention.
However, as far as keeping the person who filed the complaint involved, the Office of Inspection inserts this statement in its notice that a complaint has been received and assigned a number:
Due to federal privacy laws and to ensure and maintain the integrity of investigations,
complainants are not entitled to receive status updates, Reports of Investigation, or the final adjudication of those reports created as a result of their reporting. You may file a Freedom of Information Act (FOIA) request with TSA to request records related to a TSA Hotline complaint; see
www.FOIA.gov for more information.