Chapter 2: Delivery of Services

A. Responding to Customer Inquiries​

I​nquiries ​to USCIS ​may ​come from different sources and in various formats​, ​but ​they all have one thing in common​:​t​he person ma​king the inquiry has​ a ​question or concern​ and is reaching out to ​USCIS for a response or resolution​. ​

All inquiries ​should​ be reviewed with the goal of ​“​First Contact Resolution,​” that is, giving an accurate and​ complete answer the first time​ to eliminate the need for a subsequent inquiry about the same issue.​

Once​ USCIS determines that the inquiry is not a complaint, the inquiry ​is​ resolved ​either ​through standard processing or special handling​.​ [1] See Chapter 6, Handling Customer Complaints [1 USCIS-PM A.6].

1. Standard​ Processing​

Most customer inquiries are routine, requesting general information or general assistance​. ​These inquiries can be successfully resolved by regular procedures that are established for daily business operations​. ​Such inquiries do not contain unusual circumstances which may require special handling. ​

2. Special Handling​

Inquiries that contain unusual circumstances may require deviation from regular procedures to obtain proper results​. ​An employee who receives such an inquiry should determine which of the following options should be used to process the inquiry:​

Inquiries Not ​Within​ USCIS’s Jurisdiction​

In situations where USCIS receives an inquiry that falls under the jurisdiction of another agency or department, USCIS redirect​s​ the inquiry ​as appropriate ​and provide​s​ the contact information of the correct agency or department to the customer.​

Expedite Processing​

Urgent situations that require accelerated processing should be expedited​. ​Expedite cases may require the use of alternate procedures to ensure a rapid resolution​. ​

B. In-Person​ Contact​

There are a variety of ways in which customers can communicate in person to USCIS with any questions or concerns they may have:​

1. InfoPass​ [2] For more information on InfoPass, see Chapter 4, Infopass [1 USCIS-PM A.4].

USCIS provides a free service called ​InfoPass​ that allows customers to schedule an appointment with USCIS ​through ​the internet.​ [3] See the USCIS website for information on InfoPass.W​henever possible, customers or their representatives who reside in the United States (domestically) should use ​InfoPass​ to schedule appointments if they would like to discuss their cases in person at t​heir local USCIS field office. ​Customers and their representatives may also use ​InfoPass​ to cancel or reschedule appointments​. ​

Customers resid​ing overseas should review the ​International Immigration Offices​ overview page​ to determine which office has jurisdiction over their country of residence and information on scheduling appointments.​ [4] See the USCIS website for information on International Immigration Offices.

2. Community Outreach Events​

USCIS engage​s​ in community outreach programs to educate and increase public awareness, to increase dialog​ue​ and visibility, and to solicit feedback on ​USCIS​ operations. ​During outreach events, USCIS employees ​do ​not respond to case-specific inquiries. Customers asking case-specific questions at outreach events ​should ​be directed to submit their inquiry through appropriate channels.​

C. Telephonic​ Inquiries​

Customers may contact USCIS by phone:​

1. National Customer Service Center (​NCSC​)​ Inquiries​

For the convenience of its ​customers located within the United States (and territories), USCIS provides a toll-free telephone number answered by the ​National Customer Service Center ​(​NCSC​).​

NCSC​: 1-800-375-5283 (TDD for the ​deaf​ or hard of hearing​: 1-800-767-1833)​ [5] See Chapter 3, National Customer Service Center (NCSC) [1 USCIS-PM A.3].

2. International Customers​

Customers located outside of the United States should contact the overseas office ​with​jurisdiction over their place of residence​. ​USCIS provides a complete listing of jurisdictions and overseas field offices and their phone numbers.​ [6] A complete listing of jurisdictions, overseas field offices and their phone numbers can be found in the USCIS website’s International Immigration Offices page.

3. Military Help Line​


USCIS has established a toll-free military help​line​exclusively for members of th​e military and their families. ​USCIS customer service specialists are available to answer calls Monday through Friday from 8 a.m. until 4:30 p.m. (CST), excluding federal holidays. ​After-hours callers receive an email address that they can use to contact USCIS for assistance.​

M​ilitary H​elp​ Line: ​1-877-CIS-4MIL (1-877-247-4645)​

4. Premium Processing Line​

USCIS has established a special phone number and email address fo​r each ​s​ervice ​c​enter. ​These special communication channels ​are​ available only to Premium Processing Service customers​.​ [7] See the USCIS website for more information on Premium Processing Service. See Form I-907, Request for Premium Processing Service.

Premium Processing Line: 1-866-315-5718​

5. Hague Adoptions Line​

USCIS has established a toll-free line​for questions about adoptions from Hague Convention countries.​ [8] See the USCIS website for more information on the Hague Process.

Hague Adoptions Line: 1-877-424-8374​

D. Correspondence​

C​ustomer​s​ma​y​contact USCIS ​by mail:​

1. Traditional Mail​

General mailing addresses ​are​ publ​icly available to allow the submission of applications​ and petitions​, ​responses to ​requests for evidence, or customer ​S​ervice ​R​equests​ in a hard copy format.​ [9] A Service Request is a tool that allows the customer to place an inquiry with USCIS for certain applications, petitions, and services. Service Requests may also be submitted through the NCSC or online. Dedicated mailing addresses ​are​ available, as appropriate, to aid specific USCIS processes​.​Mailing addresses ​are available at the ​Find a USCIS Office​page​ on the USCIS website​.​

2. Email​

USCIS Service Centers​

USCIS ​s​ervice ​c​enters provide designated email boxes ​for customers ​to inquire about their pending or adjudicated petitions or applications.​The email addresses for the ​Service Centers are as follows:​

California Service Center: ​csc-ncsc-followup@dhs.gov​

Vermont Service Ce​nter: ​vsc.ncscfollowup@dhs.gov​

Nebraska Service Center​: ​ncscfollowup.nsc@dhs.gov​

Texas Service C​enter: ​tsc.ncscfollowup@dhs.gov​

Prior to submitting an inquiry to one of the ​s​ervice ​c​enters’​email addresses, the customer must have called the NCSC to submit a Service Request.​If the customer has not received a response within ​15 ​days of the call to the NCSC, then the customer may sub​mit an inquiry to the s​ervice ​c​enter where ​the​ case is pending.​

Any emai​l submitted to a ​s​ervice ​c​enter ​must include the Servic​e Request reference number ​provided by the NCSC at the time the ​Service​ Request was created.​If the customer has not received a response within 21 days​ of the email to the ​s​ervice ​c​enter​, ​the customer ​may contact the USCIS Headquarters Office of Service Center Operations​.​ [10] The customer may contact the USCIS Headquarters Office of Service Center Operations by emailing SCOPSSCATA@dhs.gov.

International ​USCIS​ Offices​

Each USCIS overseas office has one or more email addresses that are accessible to the public, depending on the type of inquiry.​ [11] See the USCIS website for information on International Immigration Offices.The USCIS International Operations Division has also activated a public inquiry mailbox for USCIS c​ustomers in Canada. ​The inquiry mailbox, ​USCIS.Canada@dhs.gov​, is monitored and managed by the USCIS Mexico City ​f​ield ​o​ffice whose administrative jurisdictional responsibilities include Canada.​

USCIS officers should use c​aution when responding to email inquiries requesting case-specific information, as issues of privacy and identity may arise.​

3. Facsimile​

USCIS does not provide general delivery ​facsimile numbers.​ [12] The Verification Division publishes the E-Verify Photo Tool fax number for general public use.USCIS does not publish d​edicated facsimile numbers ​but ​USCIS offices have the discretion to provide the facsimile number ​for customers to submit documentation electronically when appropriate to aid in the efficient resolution of a case or as a method to expedite delivery of requested documents or information. ​Customers should not submit documents via facsimile unless they are specifically asked to do so by a USCIS employee. ​

4. Service Request Management Tool (SRMT)​

The ​Service Request Management Tool (​SRMT​)​ provides USCIS Customer Service staff the ability to record and transfer unresolved Service Requests from customers to the appropriate USCIS ​s​ervice ​c​enter, domestic ​USCIS f​ield ​o​ffice, or ​USCIS asylum o​ffice where the customer's application or petition is pending ​a decision or was adjudicated.​

The ​USCIS ​office receiving a Service Request ​should ​take the necessary steps to communicate directly to the customer about ​the​ inquiry or timely relocate the inquiry to another office or organization when appropriate.​ [13] See Chapter 8, Service Request Management Tool (SRMT) [1 USCIS-PM A.8].