US flag   Official website of the Department of Homeland Security

Ombudsman - Case Assistance

Help with a Pending Application or Petition

The Ombudsman provides an impartial and independent perspective to USCIS in an attempt to resolve problems. The Ombudsman does not have the authority to make or change USCIS decisions.

Before contacting the Ombudsman, you must first try to resolve your problem through USCIS customer service avenues:

Check

Email

Request assistance from USCIS using their e-Request tool to check on appointment accommodations, typographic errors, delayed delivery of documents, notices or cards by mail or if a case is beyond the normal processing times.

Call

  • Call the USCIS National Customer Service Center at 1-800-375-5283

Schedule

For additional information, check:

_____________________________________________________________________________________________________________________

Submitting a Request for Case Assistance

The Ombudsman is committed to reviewing all incoming requests for case assistance within 30 days, and taking action to resolve 90 percent of case-related inquiries submitted to the office within 90 days of receipt.

If you waited 60 days past USCIS processing times and have tried the USCIS customer service options listed above but still need help resolving a problem with an application or petition, you can ask the Ombudsman’s Office for help by taking the following steps:

Please submit all evidence or information regarding the efforts taken to first resolve the issue with USCIS.

How to Submit

Submit an electronic Form DHS-7001 through Ombudsman Case Assistance Online which provides a direct, paperless submission of requests for assistance to the Ombudsman. The Ombudsman automatically assigns a case number once submission has been completed with an acknowledgement email sent to the e-mail address filled in on the form.

You must use Internet Explorer to successfully access the Case Assistance Online portal - other internet browsers, including Google Chrome, and Mozilla Firefox are not compatible at this time.

If you did not receive a confirmation page and case number when submitting an online request, please contact our office at cisombudsman@hq.dhs.gov or send us a paper Form DHS-7001.

Or

If you are outside the United States or seeking immigration benefits under the VAWA, T or U programs, download and complete the DSH-7001 Case Assistance Form. Please read the form instructions carefully and describe the problem in detail.

Make sure to include on Form DHS-7001

ALL USCIS receipt numbers related to your application or petition and include copies of important information and documentation.

Please do not send original documents.

If online submission is not an option – Email first

Include signed Form DHS-7001 and any additional information to the Ombudsman to our mailing address or fax number (202) 357-0042. Please note that due to security measures with the government mail system, cases mailed (even those sent by express mail) may be significantly delayed.

___________________________________________________________________________________________________________________

Submitting a Request as an Attorney or Accredited Representative

Attorneys and accredited representatives may submit a request using the steps noted above, but please note that the Ombudsman must ensure that we have appropriate consent for each request. Attorneys and accredited representatives must include a copy of Form G-28 previously-filed with USCIS.

A request submitted by an attorney or accredited representative that does not contain a copy of Form G-28 will be treated as an incomplete submission and may be closed. Our office understands that there are always exceptional circumstances that require special attention. We ask that you contact us if you require special assistance.

Contact the Ombudsman

CIS Ombudsman Home Page

Back to Top