How to Report a Concern or File a Grievance at Eagle Pass Detention Facility

Eagle Pass Detention Facility is run by GEO, and GEO's Global Human Rights Policy applies company-wide - across all employees and subsidiaries. What does that mean in practice? The policy sets expectations for how concerns get handled at GEO facilities, including that people in custody should have clear ways to report problems as part of daily operations.

GEO's policy gives people in custody both informal and formal options for raising issues. Informal reporting might mean having a conversation with facility leadership. For something more formal or written, GEO describes "secure channels" - including secure drop boxes for submitting grievances. The policy also says grievance procedures are explained during admission, and that people in custody can access grievance mechanisms through government agency partners and other oversight resources.

1. Start with the grievance instructions given at admission - GEO’s policy says grievance procedures are communicated during the admission process, so your loved one should lean on those directions for the exact forms, timelines, and where to submit.
2. Use an informal discussion when that makes sense - for some problems, raising the concern in an informal discussion with facility leadership can be the fastest first step.
3. Put it in writing through a secure channel if needed - GEO describes secure channels for reporting concerns, including secure drop boxes for submitting grievances.
4. Use the formal grievance procedure for serious issues or when informal reporting doesn’t resolve it - GEO says formal grievance procedures are available to people in its care, and using the formal process helps create a clear record.
5. Write down key details as you go - keep track of what was reported, when it was reported, and how it was submitted so the issue doesn’t get lost or blurred over time.

• ✓ Date and time of each incident and each report (informal or formal)
• ✓ Names or titles of anyone spoken to during informal discussions with facility leadership
• ✓ A short, factual description of what happened (stick to what was seen/heard)
• ✓ Names of any witnesses (if known)
• ✓ Copies or notes of anything submitted through the grievance process (or a written summary of what was placed in a drop box and when)

Need to report a potential policy violation without going through the facility? GEO says it offers a confidential, anonymous toll-free hotline for family members and outside parties. An independent third-party provider manages the hotline - which matters when you're reporting something sensitive and want it handled outside the immediate facility chain.

GEO's policy states that formal complaints are promptly investigated. Keep that expectation in mind when your loved one decides to move beyond an informal conversation and file a formal grievance.

Internal grievance options aren't the only path. GEO's policy also says people in custody can access grievance mechanisms through government agency partners and other oversight resources. If an issue isn't gaining traction internally, those outside channels are part of the broader complaint pathway the policy describes.

Practical Tips Families

• ✓ Encourage your loved one to write down dates, times, and a clear description of what happened before details fade
• ✓ If they submit something in writing, have them keep a copy when possible, or at least a note of what was submitted and when
• ✓ Remind them that GEO describes both informal discussions with facility leadership and secure drop boxes as ways to report concerns
• ✓ If you need an outside reporting option, use GEO’s confidential, anonymous toll-free hotline managed by an independent third party

Filed a formal complaint and nothing's happening? GEO's policy says complaints should be promptly investigated. When that's not the case - or when the response doesn't address the problem - ask about grievance mechanisms through government agency partners and other oversight resources. GEO says these are accessible to people in its custody. Escalation doesn't mean skipping steps. It means using the next channel already built into the system when the first one isn't working.