Concerns raised over treatment of visitors, residents by “some” Immigration Officers
During the 2012 SFC deliberations, Territorial Member Hon. Archibald Christian said he was surprised when he saw how certain Immigration Officers treated visitors and residents when they entered the Territory.
Christian said after persons have travelled for many hours and they arrived at the Territory’s ports, they should be treated courteously by front line persons.
He even suggested that officers should assist persons when Immigration forms are not completed correctly. Chief Immigration Officer (CIO) Dennis Jennings also concurred that when persons incorrectly fill out the forms, Immigration Officers should give assistance.
Minister for Education and Culture Hon. Myron Walwyn stated that the Immigration Department carries out a very important function for being the first contact with visitors. Hon. Walwyn also agreed that the Virgin Islands needed to ensure that persons are treated courteously when they arrive in the Territory.
He further told the SFC that in certain places, promises of what customers ought to expect are printed to remind the Immigration Officers of their responsibility.
He said he has received some complaints of how some persons are treated by Immigration Officers.
Leader of the Opposition Hon. Ralph T. O’Neal OBE, said while he realized there are problems at the ports of entry, it is sometimes caused by persons who did not wish to follow the law. However, he said he also knows what it is to travel for 24 hours and to be treated discourteously.
Meanwhile, Hon. Christian enquired about the protocol for dealing with complaints to which Mr. Jennings explained that the public could lodge complaints with the Premier’s Office, the Immigration Department or the Complaints Commissioner.
Jennings further told the members of the SFC that he ensures the officers fully cooperate when complaints are made. However, there was no specific written procedure for dealing with complaints.
Regarding training for Immigration Officers, the CIO said they receive regular training and a staff member from the BVI Tourist Board and an official from Bahamas have also conducted training for officers.
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