How to Request Assistance from the USCIS Ombudsman?

This article provides a comprehensive explanation of the role, scope of responsibilities, and specific procedures for seeking assistance from the Office of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman), which operates under the U.S. Department of Homeland Security (DHS).

I. Role of the CIS Ombudsman

The CIS Ombudsman is an independent office within the U.S. Department of Homeland Security (DHS), established to assist applicants, employers, attorneys, and legal representatives in resolving various administrative difficulties with the U.S. Citizenship and Immigration Services (USCIS). It is not part of USCIS, and therefore maintains an independent and impartial stance.

Its responsibilities include, but are not limited to:

• Assisting in resolving delays, errors, or omissions in USCIS cases;

• Making systemic improvement recommendations to USCIS;

• Not providing legal advice, nor substituting for appeal procedures, but may bring attention to individual cases.

The CIS Ombudsman does not have the authority to directly adjudicate immigration applications, but it can prompt USCIS to take action or correct mistakes.

II. Types of Issues the Ombudsman Can Help With

Attorneys may seek assistance from the CIS Ombudsman on behalf of clients for issues including, but not limited to:

• USCIS notices or decision letters not received;

• Applicants about to “age out” (e.g., cases involving the Child Status Protection Act or CSPA);

• Cases involving military personnel and their family members;

• Applications clearly rejected due to factual or legal error;

• Typographical errors on documents (e.g., name or date of birth);

• Emergency or hardship cases that meet USCIS expedited processing criteria;

• Cases approved for premium processing but with no progress after 60 days;

• Approved cases that were not timely forwarded to the Department of State, etc.

III. Situations Not Accepted

The CIS Ombudsman generally does not accept the following types of requests:

• Cases that have not yet reached USCIS's published inquiry date;

• Situations where USCIS has just denied a premium processing request;

• Requests made simply because the applicant is impatient with the waiting time;

• Applications without a legal or regulatory deadline, and filed less than six months ago;

• Cases already being handled by a congressional office and within 45 days;

• Requests for legal advice;

• Matters not under USCIS jurisdiction.

IV. Requirements for Submitting a Case Assistance Request

Before an attorney submits a request on behalf of a client, the following conditions must be met:

1. The applicant must have contacted USCIS within the past 90 days and allowed at least 60 days for USCIS to respond;

2. The attorney must include a signed Form G-28, and ensure that the representative information matches what USCIS has on file;

3. If the case involves a T visa, U visa, VAWA, refugee, or asylum status, an original ink-signed paper Form 7001 must be uploaded (as a scanned attachment).

V. Step-by-Step Submission Process

Step 1: Attempt to Resolve the Issue Directly with USCIS

You must first contact USCIS through the following channels:

• Case Status Tool: https://egov.uscis.gov/casestatus

• Online Request: https://egov.uscis.gov/e-Request

• Ask Emma Virtual Assistant

• USCIS Contact Center: 1-800-375-5283

• Lockbox Support Email (for delayed receipts): lockboxsupport@uscis.dhs.gov

• Refugee Affairs Inquiries: refugeeaffairsinquiries@uscis.dhs.gov

Step 2: Submit DHS Form 7001 (Online Preferred)

Recommended Method: Visit www.dhs.gov/cisombudsman to complete and submit Form 7001 online.

Supporting Documents: You may upload supporting materials (e.g., USCIS correspondence, evidence of errors, Form G-28, etc.) directly to the submission.

Alternate Submission Methods (if online filing is not possible):

• Mailing Address:

  Office of the Citizenship and Immigration Services OmbudsmanDepartment of Homeland SecurityAttention: Case AssistanceMail Stop 0180Washington, D.C. 20528

• Email: cisombudsman@hq.dhs.gov

Step 3: Case Processing

After submission, the process includes the following steps:

1. Confirmation: You will receive a confirmation email with your CIS Ombudsman case number;

2. Initial Review and Request for Additional Information: If documents are incomplete, the Ombudsman’s office will request additional materials within 5 days;

3. Eligibility Assessment: The office will review USCIS records and applicable laws to determine if assistance is appropriate;

4. Communication with USCIS: If eligible, the office will directly contact the corresponding USCIS unit to request resolution;

5. Final Notification: Once the case is resolved, results will be sent via email or mail;

6. Status Tracking: You may track your case status online at: https://www.dhs.gov/case-assistance

VI. Practical Advice

• This process does not affect USCIS’s deadlines for motions or appeals;

• If a congressional office is already handling the case, wait 45 days before contacting the Ombudsman;

• Regularly check your email and add cisombudsman@hq.dhs.gov to your contact list to avoid missing important messages;

• If the application is resolved, or there is a change of address or attorney, be sure to update the Ombudsman’s records accordingly.

(Disclaimer: The information published is for reference only and should not be construed as legal advice on any subject. All rights reserved. Reproduction requires permission from Allbelief Law Firm.)