How to report concerns or file a grievance about treatment at GEO facilities (what families should know)

GEO policy describes several grievance channels for people housed at New Castle Correctional Facility. Not every concern needs the same approach: some issues can be resolved through an informal conversation with facility leadership, while others call for a formal written complaint. The policy also mentions "secure channels" for reporting, including drop boxes - useful when someone wants to submit a concern without explaining it face-to-face. GEO says these grievance procedures are explained during admission. If your loved one isn't sure what's available or how to use it, ask them what they were told at intake or what paperwork they received. That's your starting point.

GEO also runs a confidential, anonymous, toll-free hotline for reporting concerns. According to their policy, it's available 24/7 and in multiple languages. The hotline isn't just for employees - families can use it too when they need a channel outside normal facility communication. If privacy matters or you don't want your name attached to the report, this is designed for exactly that.

Wondering what oversight exists beyond individual complaints? GEO's policy describes a company-wide Quality Control Program with "strict audit processes" and reporting requirements. In plain terms: oversight is tracked and reviewed, not just handled case-by-case. Each GEO facility undergoes multiple audit reviews, including annual corporate audits, government agency partner audits, and third-party inspections.

GEO also points to accreditation and certification guidelines - specifically American Correctional Association (ACA) accreditation and Prison Rape Elimination Act (PREA) compliance and certification. When putting a concern in writing or talking to leadership, use clear, concrete language about what happened and why it matters. These are the standards GEO says it measures itself against.

What Families Do

• ✓ Ask your loved one what happened and whether they’ve already tried an informal discussion with facility leadership.
• ✓ If they want to report through a secure channel, have them use the facility’s grievance options described in GEO policy, including secure drop boxes.
• ✓ If a formal grievance is needed, encourage them to use the formal grievance procedure available to people in GEO’s care.
• ✓ If you prefer an outside reporting channel (or want to stay anonymous), use GEO’s confidential, anonymous, toll-free hotline, which the policy says is available 24/7 and in multiple languages.
• ✓ If fear of blowback is part of what’s stopping you or your loved one, keep GEO’s stated anti-retaliation policy in mind when choosing a reporting channel.

Here's a practical wrinkle: GEO's policy is written at the company level, but the day-to-day details of submitting a grievance depend on what your loved one was told at intake. GEO says these procedures are communicated during admission, so your best move is having your loved one confirm what forms, drop box locations, or internal steps they were given for New Castle Correctional Facility.

Once a formal complaint is filed, GEO's policy says it gets promptly investigated. That doesn't guarantee a specific outcome, but it means the complaint should trigger an actual response - not get ignored. The policy also states GEO enforces a strict anti-retaliation policy for reports made through the hotline or other channels. That's especially relevant if your loved one worries about consequences for speaking up.

If an investigation finds a violation of GEO's Code of Business Conduct and Ethics, the findings get elevated beyond the facility. They may go to GEO's Audit and Finance Committee or to regional/divisional leadership. From there, the policy describes preventative or disciplinary action as appropriate.