Complaint Registry

TSG Outage Notice

The Hague Complaint Registry (HCR) application will experience an outage between 8:00 PM and 10:00 PM (Washington D.C. time) on 11/8/2018 for routine maintenance. If you are unable to access the application during those hours, please try again after 10:00 PM.

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In order to connect to the Complaint Registry, you will need to have the TLS 1.0 security setting enabled in your Web browser. To verify and enable the TLS 1.0 setting in your Web browser, please follow the directions provided.

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The Department of State is committed to upholding its obligations in support of the ethical standards, professional practices, and principles of the Hague Adoption Convention, the Intercountry Adoption Act (IAA), the Universal Accreditation Act (UAA), and their implementing regulations.

We have established an internet based registry for filing complaints about accredited or approved adoption service providers. If you think your provider's conduct may violate Hague Convention principles or standards, first submit your complaint in writing directly to your provider. If the complaint is not resolved through the provider's complaint process, you may file the complaint through the Complaint Registry.

Complaints submitted to the Complaint Registry are made available to the accrediting entity that accredited or approved the provider and to the adoption service provider when an investigation is initiated. The accrediting entity investigates conduct for compliance with the accreditation standards and, takes appropriate action. If your complaint does not involve The Hague Convention, the IAA, the UAA, or their Federal implementing regulations, our office would still like to hear about it. Please email us at Adoption@state.gov. In addition, you may wish to contact your State's adoption agency licensing authority. For a list of these authorities, go to the National Adoption Directory Search.

 

https://adoptionusca.state.gov/HCRWeb/Welcome

 

Intercountry Adoption Complaint Registry

The purpose of the complaint registry is to allow individuals to register a complaint regarding U.S. adoption service providers (ASPs), their conduct, ethical standards, professional qualifications/practices, and procedures in accordance with the Hague Convention on Protection of Children and Co-operation in Respect of Intercountry Adoption (Hague Convention), the Intercountry Adoption Act of 2000 (IAA), the Intercountry Adoption Universal Accreditation Act of 2012 (UAA), or the implementing Federal regulations (22 CFR Part 96). Adoption service providers must maintain substantial compliance with the standards of 22 CFR Part 96 for all cases subject to the Convention or the UAA.

The Intercountry Adoption Complaint Registry will forward your complaint to an Accrediting Entity for review. If you wish to view The Hague Convention, IAA, UAA, or the Federal regulations implementing the IAA and the Convention, click here.

Submitting a Complaint Electronically

Please read the following instructions before submitting a complaint via the link below. Specific information such as names, dates, places, and the type of supporting documentation you can provide are necessary in assessing if one or more of these laws, regulations, or standards have potentially been implicated. Supporting documentation may be attached to your complaint. See instructions below. You can also mail your supporting documentation using the instructions in the next section.
Once your complaint has been received, you should expect to be contacted by the Accrediting Entity, for further information.

To submit a complaint electronically, simply click on the link below. You may provide supporting documentation for your complaint as an attachment. When finished, click the Confirm button.

 

CREATE COMPLAINT

Submitting a Complaint by Mail or Fax

If you wish, you may print out the form and email it to the U.S. Central Authority at Adoption@state.gov. Supporting documentation may be emailed as well. 

You may also print the form and mail it, along with any supporting documentation, to: 

U.S. Central Authority
U.S. Department of State
Bureau of Consular Affairs
Office of Children’s Issues, Adoption Unit
SA-17, Floor 09
Washington, DC 20522-1709

 

You can also request that we send these forms by emailing the Office of Children’s Issues at Adoption@state.gov.

After receiving your initial complaint, if the Accrediting Entity determines that the issues raised do not pertain to intercountry adoption laws, regulations, or standards, you may want to pursue another course of action such as seeking resolution with the adoption service provider again, contacting the adoption licensing authority or attorney general in the state the adoption service provider is registered in, or speaking with law enforcement officials.

Other resources: 

• The agency’s state licensing authority: information for state licensing authorities can be found here National Adoption Directory Search 

• The Better Business Bureau (BBB): Better Business Bureau 

• You should also consider engaging a reputable attorney to seek appropriate legal remedies.

If this is an emergency, please contact the U.S Central Authority for the Hague Adoption Convention in the Department of State via email at Adoption@state.gov.

Privacy

The Department of State is committed to ensuring that any personal information received by our overseas embassies and consulates pursuant to the registration of complaints received by the U.S. Central Authority, whether in person or otherwise, is safeguarded against unauthorized disclosure.

AUTHORITIES: The information is sought pursuant to 42 U.S.C. 14901 et seq., 42 U.S.C. 14925, and 22 CFR Part 96. 

PURPOSE: The information solicited on this form will be used by the Accrediting Entity to review your complaint and by the Department of State in its role as the U.S. Central Authority and as part of its monitoring and oversight of the Accrediting Entity. 

ROUTINE USES: The Department of State will share the information on this form with an Accrediting Entity and the Accrediting Entity may share the information with the adoption service provider who is the subject of the complaint if the complaint is accepted for review. The information may also be made available to state licensing, law enforcement, or other U.S. government agencies as needed. More information on applicable Routine Uses can be found in the Department of State System of Records Notice State-05, Overseas Citizens Services Records and Other Overseas Records. 

DISCLOSURE: Providing this information is voluntary. Failure to provide the information requested on this form may result in an Accrediting Entity being unable to initiate review of your complaint.

Last Updated: October 12, 2018

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