Chapter 6: Handling Customer Complaints

A. Submitting Complaints​ [1] This chapter specifically addresses complaints that do not involve egregious or criminal misconduct. For information on the Office of Security and Integrity’s policy on reporting criminal and egregious misconduct, see Chapter 10, Reporting Allegations of Misconduct or Other Inappropriate Behavior [1 USCIS-PM A.10].

Customers may file a complaint with USCIS in several ways​:​

Make a complaint while in a USCIS office by asking to speak to a supervisor​

In th​ese situations​,​ a supervisor must​ be made available to the customer within a r​easonable amount of time. The s​upervisor ​should​take the customer’s name and information about the nature of the complaint​. The s​upervisor ​should​attempt to resolve the issue prior to the customer leaving the office​, if possible. ​

Submit a written complaint by mail​

Written complaints may include handwritten letters, emails, or faxes.​ [2] See Appendix for information on where to send complaints.

Contact the Office of Inspector General (OIG) directly​ [3] See Appendix for information on how to contact the OIG.

Contact information for the DHS OIG can be found on both ​the ​USCIS website and on ​the ​DHS website​. ​OIG contact information must also be displayed in a public area​, visible to customers,​ in every USCIS ​f​ield ​o​ffice. ​

File a complaint with USCIS Headquarters (HQ)​

HQ​contact information is provided on USCIS’​s​ web​site. ​If the complaint is directed to the wrong directorate or program office, the complaint must be forwarded to the appropriate HQ entity​. ​

Ask to speak to a call center supervisor​

If a customer is unhappy with the service ​he or she​ received during a call to the National Customer Service Center (NCSC), the customer may ask to speak to a supervisor.​ [4] See Chapter 3, National Customer Service Center (NCSC) [1 USCIS-PM A.3]. Both Tier 1 and Tier 2 customer service representatives must transfer the call to a supervisor.​

B. Complaints Received​

C​ustomers​should not be expected to know where to first submit a complaint or how to ​elevate​ a complaint if they fe​e​l that their issue ha​s​ not been adequately addressed​. ​Under no circumstances should a customer’s complaint be dismissed or disregarded because the customer did not follow the​ proper process for filing a complaint. ​All complaints received must be handled appropriately​. ​

All ​complaints​ sh​ould​ be responded to ​either by providing a written response to the customer, calling the customer to address the complaint, or verbally addressing the complaint with the customer in situations where the customer submits his or her complaint in person. The​ response sh​ould​ explain steps taken to resolve the ​issue. In cases where the complaint​cannot be resolved in a reasonable time, the response should acknowledge the receipt of the complaint, when a resolution is expected, and any additional action the customer should take.​

Applicants with complaints about being victimized by a person engaged in the unauthorized practice of immigration law (UPIL) should be directed to ​USCIS’s website​ where they can find state-by-state reporting information as well as information on how to report UPIL to the Federal Trade Commission (FTC). ​