Citizenship and Immigration Services Ombudsman

OMB 1601-0004 Case Assistance (DHS-7001)

The Office of the Citizenship and Immigration Services Ombudsman (Ombudsman’s Office) assists individuals and employers who are unable to resolve problems directly with U.S. Citizenship and Immigration Services (USCIS). To receive assistance with a problem regarding an application or petition pending at USCIS, you may submit this form to the Ombudsman’s Office after first trying to resolve the problem with USCIS. Please note the Ombudsman’s Office cannot provide legal advice. It is an independent office within the U.S. Department of Homeland Security (DHS) and is not part of USCIS.

Before You Submit a Request to the Citizenship and Immigration Services Ombudsman:

Before asking the Ombudsman’s Office for help with an application or petition, you first should try to resolve the problem with USCIS by using one of the following methods:

Contact USCIS for assistance at 1-800-375-5283.
Request assistance from USCIS using its e-Request tool.

Web Alert April 30, 2021

The CIS Ombudsman would like to remind customers that the option to file Form I-765, Application for Employment Authorization online is only available to F-1 nonimmigrants who fall into one of the following categories:

(c)(3)(A) – Pre-completion OPT;
(c)(3)(B) – Post-completion OPT; and
(c)(3)(C) – 24-month extension for Science, Technology, Engineering and Mathematics (STEM) students

If the applicant’s actual basis for employment authorization does not fall within one of the above-referenced categories, regardless of what is checked, USCIS has stated that, if filed on or after April 15, 2021, it will deny the application and the fee will not be refunded.

Applicants Filing Form I-765 for Optional Practical Training (OPT)

USCIS has extended certain flexibilities for foreign students (F-1 nonimmigrants) affected by delayed Form I-765 receipt notices. These flexibilities apply only to applications received by USCIS on or after Oct. 1, 2020, through May 1, 2021.
The CIS Ombudsman recognizes that USCIS has made progress in addressing these issues and is pleased that the agency has implemented the above-mentioned flexibilities.
The CIS Ombudsman provided informal recommendations to USCIS regarding lockbox delays in issuing receipts for Forms I-765, communicating the significant adverse impact on nonimmigrant students. These delays were caused by various factors such as the COVID-19 pandemic; a rise in cases for certain benefit requests, which led to an increase in mail volume; a reduction in contract services; and delays at the U.S. Postal Service.
Please refer to the USCIS website for additional information related to OPT for F-1 students and instructions to file Form I-765.

Application Support Center (ASC) Appointments

If your ASC appointment was scheduled and then cancelled due to COVID-19, and was not rescheduled within 45 days, you may file a request for case assistance with the CIS Ombudsman.
If your ASC appointment was scheduled for a location other than the one closest to the address on file with USCIS at the time the appointment was set, and you are unable to travel to the designated location, and you have already asked USCIS to reschedule your appointment (but no action has been taken within 45 days from the request), you may file a request for case assistance with the CIS Ombudsman.
USCIS has indicated it will not expedite ASC appointments, except in extremely rare circumstances.

Processing Delays Related to Employment Authorization Documents (EADs)

If your Form I-539 application (not the associated Form I-765 application) is pending beyond USCIS’ posted processing times, you may submit a request for case assistance to the CIS Ombudsman.
If your Form I-765 is based on a Form I-539 (even if it was not filed at the same time), you must first look at the Form I-539 case inquiry date to determine if that application is outside of the posted processing times. Your Form I-765 will not be adjudicated before your Form I-539 (regardless of the processing times for Form I-765). The CIS Ombudsman has asked USCIS to look into the significant processing times discrepancy for Form I-539s pending at the California Service Center. The CIS Ombudsman understands that these delays cause many difficulties for applicants, not only regarding their work authorization, but also with driver’s licenses, health insurance, and the ability to travel. We are continuing to work with USCIS on solutions to mitigate these problems.
If your Form I-821D (not the associated Form I-765 application) is pending beyond USCIS’ posted processing times, you may submit a request for case assistance to the CIS Ombudsman. (The Form I-765 cannot be adjudicated prior to the Form I-821D.)
USCIS policy currently excludes applicants for Deferred Action for Childhood Arrivals from requesting expedited processing. However, if your Form I-821D is outside of the posted processing times, the CIS Ombudsman will inquire with USCIS about the status of your pending application.

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General Instructions

The Ombudsman’s Office does not accept fees.
If a particular item does not apply to your case assistance request, please leave blank.
Please attach scanned copies of any documents you received from or sent to USCIS or any other government entity that are related to your request for assistance. Additionally, you may submit other information or documentation that will help the Ombudsman’s Office review your request for assistance.
This form is not required. However, a properly completed form ensures that the Ombudsman’s Office receives the necessary information to assist with your case. If you do not properly complete the form, you may experience a delay in the process of your request for assistance.

While there is no time limit to complete this form, this form cannot be saved. Your session will time out after 20 minutes of inactivity.

You will need to have the following information available in order to complete this form, if applicable: (1) A-Number; (2) All USCIS receipt numbers related to each application or petition; (3) Documents submitted to or received from USCIS; (4) If you are an Attorney/Accredited Representative, a copy of the Form G-28 filed with the application/petition; and (5) Other information or documentation that is important to the case.

--NOTICE--

Please note that while the Ombudsman's Office provides impartial and independent recommendations to USCIS on how to resolve problems, the Ombudsman's Office does not have the statutory authority to make or change USCIS decisions.

DHS Form 7001 - Privacy Act Statement:

Authority: 6 U.S.C. Section 272 authorizes the collection of this information.

Purpose: The Ombudsman’s Office will use the information provided to assist an individual or employer with his or her Case Assistance Request.

Routine Use: The information will be used by and disclosed to DHS personnel and contractors or other agents who need the information to assist in activities related to your Case Assistance Request. DHS may also share the information provided in accordance with the routine uses listed in DHS/CISOMB-001 Virtual Ombudsman System of Records Notice, 75 FR 18857 (April 13, 2010).

Disclosure: Furnishing this information is voluntary. However, failure to provide the requested information may delay or prevent the Ombudsman’s Office from providing assistance with your case.

Paperwork Reduction Act Notice:

The public reporting burden to complete this information collection is estimated at one hour per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the necessary data, and completing and reviewing the collected information. An agency may not conduct or sponsor, and a person is not required to respond to a collection of information unless it displays a currently valid Office of Management and Budget (OMB) control number and expiration date. Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden to the Office of the Citizenship and Immigration Services Ombudsman, (e-mail: cisombudsman@hq.dhs.gov; Mailing Address: Citizenship and Immigration Services Ombudsman, U.S. Department of Homeland Security, Mail Stop 0180, Washington, D.C. 20528-0180), ATTN: PRA OMB 1601-0004.

Name (Section 1)

1. Name: Please identify the name of the individual or employer (applicant/beneficiary/petitioner) encountering difficulties with USCIS. Do not enter the attorney/law firm’s name here.

Name

Individual

Petitioning Company/Organization

Prefix

First Name *

Middle Name

Last Name *

Organization Name *

Contact Information (Section 2)

2. Contact Information: Please provide the contact information of the individual or employer (applicant/beneficiary/petitioner) encountering difficulties with USCIS. Please include the primary e-mail address for the Ombudsman to provide updates.

Street Address *

Apartment/Suite

City *

State/Province *

Zip/Postal Code *

Country *

Email *

Confirm Email Address *

Phone Number

Fax Number

Please send any future correspondence through the U.S. Postal Service

Identification Information - Citizenship and Birth (Section 3)

3. Date of Birth, Country of Birth, Country of Citizenship: The person encountering difficulties with USCIS (applicant/beneficiary/petitioner).

Birth Date *

Month

Day

Year

Country of Citizenship *

Hold down the Ctrl key for multiple selections.

Country of Birth *

Identification Information - Alien Number (Section 4)

4. Alien Registration Number (A-number): The A-Number appears in the following format: A123-456-789. Note: Not every person is assigned an A-Number by USCIS. If you do not have an A-Number, leave this section blank. Only include the numbers when entering the A-Number. Do not include the letter "A", dashes, or anything other than numbers. Most A-Numbers are nine digits, but if you have an eight digit A-Number, please add a zero ("0") as the leading number.

Alien Number A

Application/Petition Information (Sections 5 and 6)

**5. Applications/Petitions Filed:** List all applications and/or petitions pending with USCIS related to your request for assistance. Please provide the USCIS Receipt Date, USCIS Form Number, and Receipt Numbers in the three columns below. List all available receipt numbers. The receipt number is located in the top left corner of your Notice of Action (USCIS Form I-797). Receipt number format: EAC1012345678; MSC0944556677. Do not include dashes between the characters.
caadi_datereceivedbyuscis	caadi_receiptnumber	caadi_uscisformnameid*
caadi_datereceivedbyuscis Month Day Year	caadi_receiptnumber	caadi_uscisformnameid *

6. Type of Immigration Benefit Sought: Please provide the type of immigration benefit sought from USCIS. Check all that apply.

Nonimmigrant Status (ex. Student)

Immigrant Status (ex. Permanent Residency)

Citizenship or Naturalization

Asylum or Refugee Status

Interim Benefits (ex. Employment Authorization)

Waiver (ex. Waiver of Grounds of Inadmissibility)

Other

Please Specify: Limited to 200 characters.

Case Description (Sections 7 and 8)

7. Reason for Inquiry/Case Assistance Request: Check all that apply. Provide a description in Section 8 and add documentation related to your inquiry in Section 12.

I am facing or am about to face an immediate adverse action or impact, an emergency or any other type of significant hardship, caused by an action/inaction/delay in processing by USCIS.

I am facing a problem that was not resolved through the normal processes provided by USCIS.

I am experiencing a delay with a case that is beyond the anticipated processing time.

I am incurring or am about to incur significant and unusual costs (including fees for professional representation that are not normally incurred).

I have received an action or decision that involves clear errors of fact or gross and obvious misapplication of the relevant law by USCIS.

Other

Please Specify: Limited to 200 characters.

8. Description of Your Case Problem *

Describe the difficulties experienced with USCIS, including all responses USCIS provided. In Section 12, attach relevant correspondence concerning actions taken to resolve the issue before submitting to the Ombudsman’s Office including: receipt notices; requests for evidence; decisions; notices and any other correspondence from USCIS about your case. Limited to 2000 characters.

Prior Actions Taken to Remedy the Problem (Section 9)

9. Prior Actions Taken: Check all that apply and provide the additional information requested for each selection in the "Please Describe" section provided below. Note that if selecting "Visited MyUSCIS Case Status" you must indicate what additional actions were taken to remedy the problem before submitting your inquiry to the Ombudsman.

Visited MyUSCIS Case Status

Contacted USCIS at its toll-free number 1-800-375-5283.

Provide Referral Number (also referred to as SRMT Number)

Attended appointment with USCIS.

Provide Confirmation Number

Sent an e-mail to USCIS.

Provide date email sent:

Month

Day

Year

Provide USCIS email address:

Contacted a U.S. Government Department or Agency for assistance.

Provide Name and Contact Information

Contacted a U.S. Congressional Representative for assistance.

Provide Name and Contact Information

Please Describe: *

Person Preparing this Form (Section 10)

10. Person Preparing this Form: Please indicate who is completing this form. Important: If you are the beneficiary of a pending petition, the petitioner must provide consent to the release of information relating to your case. *

I am:

The individual or employer encountering difficulties with USCIS

A representative of a company/organization

An attorney/accredited representative

Other

The individual or employer encountering difficulties with USCIS. *

Applicant

Beneficiary

Petitioner

Please Specify: Explain fully the type of organization:

Attorney/Accredited Representative (Section 11) - Attorney was selected in Section 10

11. Attorney/Accredited Representative: Please complete this section if you are an attorney or an accredited representative preparing this form on behalf of the individual or employer encountering difficulties with USCIS. Please attach a copy of your Form G-28.

First Name *

Middle Name

Last Name *

Law Firm / Organization

Street Address *

Apartment/Suite

City *

State/Province *

Zip/Postal Code *

Country *

Email *

Confirm Email Address *

Phone Number *

Fax Number

I have submitted a Form G-28 to USCIS as the attorney/accredited representative regarding applications or petitions related to this inquiry. A copy of my Form G-28 is attached. *

I am an accredited representative of a religious, charitable, social service or similar organization established in the United States and recognized by the Board of Immigration Appeals pursuant to 8 CFR 292.1. The name and address of my organization is provided above.

I am an attorney and a member in good standing of the highest court of the following state, territory, insular possession, or District of Columbia and am not under a court or administrative agency order suspending, enjoining, restraining, disbarring, or otherwise restricting me in practicing law.

State of Bar Admission

Name of Court

Other

Explain fully: Limited to 200 characters.

Supporting Documentation (Section 12)

12. Supporting Documentation: Attach additional information related to your case, such as paperwork you submitted to USCIS, documents you received from USCIS, or other information or documentation you feel is important to your case.

Include up to 10 attachments (Such as scanned images, PDF files, TXT files, and Word
documents. Valid file extensions are: doc, docx, gif, jpg, jpeg, pdf, png, ppt, pptx,
rtf, txt, tif, xls, xlsx.). No more than 5 megabytes of data may be uploaded.

Please Note: Any files greater than 5MB in size will be rejected. In addition, the total size for all files for each request cannot exceed 5MB in size. File name may not exceed 80 characters.

Documents can also be faxed to 202-357-0042 or mailed to:

Citizenship and Immigration Services Ombudsman
U.S. Department of Homeland Security
Attention: Case Assistance
Mail Stop 0180
Washington, DC 20528-0180

Add a new file

Files must be less than 5 MB.
Allowed file types: gif jpg jpeg png tif txt rtf pdf doc docx ppt pptx xls xlsx.

Fax Attachments

Check this if supporting documentation is going to be faxed.

Email Attachments

Check this if supporting documentation is going to be e-mailed.

Mail Attachments

Check this if supporting documentation is going to be mailed. Do not mail original documents. Only mail copies of documents.

Verification (Section 13)

13. Consent * Signature: By typing your name here you are legally signing this form.

Attorney/Accredited Representative Declaration *

I declare that I have prepared this form at the request of the named party in Section 1 and all responses are true and correct.

Signature: By typing your name here you are legally signing this form.

Leave this field blank

Last Published Date: January 29, 2020

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Web Alert April 30, 2021

Applicants Filing Form I-765 for Optional Practical Training (OPT)

Application Support Center (ASC) Appointments

Processing Delays Related to Employment Authorization Documents (EADs)