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![handle is hein.gao/gaobaacqm0001 and id is 1 raw text is:
DOCUMENT RESUME
03472 - EA2!13658]
The Customs Reception: Relatively Few Complaints but They Could
Be Handled Better. GGD-77-59; B-140168. Jujy 26, 1977. 19 pp. +
3 appendices (4 pp.).
Report to Sen. Abraham Ribicoff, chairman, Senate Committee on
Finance: International Trade Subcommittee; by Elmer B. Staats,
Comptroller General.
Contact: General Government Div.
Budget Function: General Government: Other General Government
(806).
Organizaticn Concerned: Department of the Treasury; United
States Customs Service.
Congressional Relevance: Senate Committee on Finance:
International Trade Subcommittee,
Authority: Tariff Act of 1930.
Considering its responsibilities and the number of
people the U.S. Custcms Service deals with, some complaints are
inevitable. However, Customs cculd handle the complaints it
receives better than it has. Findings/conclusions: Review of
148 complaints from two districts showed that while actions on
the 21 complaints handled by the Regional Offices of Internal
Affairs were well supported, the documentation and treatment of
the other 127, handled at the district level, could have been
better. Only 63 of the 127 complaint cases wera documented to
show that some type of investigation had been made and in most
cases the documentation was not sufficient to evaluate the need
for corrective action. Since customs does not roaitinely
summarize and analyze complaints agencywide, some complaints may
not be registered, and charges that its officials are not
complying with specific standards of conduct may not surface.
Since there are no instructions or guidance to the public on how
to lodge a complaint, some persons may have been unhappy but
unaware of bow to communicate this to the proper Customs
officials. Recommendations: The Commissioner of Customs should
establish a system for complaint receipt and handling compatible
with the Department of the Treasury's Consumer Representation
Plan, providing, among other things, instructions and guidance
to the public on the type of information needed in making a
complaint and where it should be sent; procedures to district
offices for investigating complaints and taking corrective
actions; and procedures for summarizing and analyzing complaints
agencywide. (Author/SC)](ViewImageLocal?handle=hein.gao/gaobaacqm0001&div=1&collection=&method=preview&ext=.png&size=3)