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Ombudsman - Case Assistance

The Office of the Citizenship and Immigration Services Ombudsman (Ombudsman), established by the Homeland Security Act of 2002, assists individuals and employers in resolving case problems with U.S. Citizenship and Immigration Services (USCIS). Pursuant to this statutory authority, the Ombudsman reviews individual cases to provide assistance by examining facts, reviewing relevant data systems, and analyzing applicable laws, regulations, policies and procedures.  We are an office of last resort and ask that you go to USCIS first before submitting a request with our office.

Ask USCIS for Help First

Check

Check My Case Status online for USCIS processing times and verify that your case is outside of the posted processing time.

Email

Request assistance from USCIS using its 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 Contact Center at 1-800-375-5283.

Submit a Request for Case Assistance with the Ombudsman

If you have tried the USCIS applicant 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 to request assistance from 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.

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

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

What to Include on Your Form DHS-7001

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

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

Please do not send original documents.

If You Cannot Access the Ombudsman's Online Form – E-mailing Your Request is the Next Best Option

Include signed Form DHS-7001 and any additional documentation to the Ombudsman to our e-mail address, cisombudsman@hq.dhs.gov, or fax number, (202) 357-0042.  You may also mail your documents to: 

Office of the Citizenship and Immigration Services Ombudsman

Department of Homeland Security

ATTN: Case Assistance

Washington, D.C. 20528-1225 

Please note that due to security measures with the government mail system, cases mailed (even those sent by express mail) may be significantly delayed.

Learn More

Ombudsman Customer Satisfaction Survey

Last Published Date: December 20, 2019

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