Chapter 9 - Feedback, Complaints, and Reporting Misconduct
USCIS conducts telephone interviews every month with callers who have used the USCIS Contact Center within the past 90 days. USCIS may contract with a private company to execute this task. The interviews that are conducted represent a statistically valid sample.
Field offices may provide feedback forms in their waiting rooms. If such forms are provided, field offices should also provide a place within the office to deposit the feedback forms.
In February 2010, USCIS implemented the American Customer Satisfaction Index (ACSI) Survey on the USCIS website. This recognized instrument is a voluntary, randomized, pop-up, online survey offered to USCIS website users. By participating in this survey, USCIS became part of the E-Government Satisfaction Index and joined more than one hundred other government organizations and agencies that have already implemented this survey and are receiving feedback.
USCIS reviews the results of the survey on a quarterly basis and identifies opportunities to improve the USCIS website. Survey data also informs USCIS where resources might best be used to affect overall satisfaction.
USCIS also reviews a wide assortment of research papers and other products available from the survey administrator to help USCIS in data gathering, analysis, and site improvement activities.
B. Complaints 
Complaint in USCIS Office
Persons can make a complaint in a USCIS office by asking to speak to a supervisor. In these situations, a supervisor must be made available within a reasonable amount of time. The supervisor should take the complainant’s name and information about the nature of the complaint. The supervisor should attempt to resolve the issue before the complainant leaves the office.
Submit Written Complaint
Written complaints may include handwritten letters, emails, or faxes. 
Contact Office of Inspector General Directly 
Contact information for DHS Office of Inspector General (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 and visible in every USCIS field office.
File Complaint with USCIS Headquarters
USCIS Headquarters (HQ) contact information is provided on USCIS’ website. 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 Contact Center Supervisor
If a caller is dissatisfied with the service he or she received during a call to the USCIS Contact Center, the caller may ask to speak to a supervisor.  Both Tier 1 and Tier 2 staff members must transfer the call to a supervisor.
A person should not be expected to know where to first submit a complaint or how to elevate a complaint if they think that their issue has not been adequately addressed. Under no circumstances should a person’s complaint be dismissed or disregarded because the proper process for filing a complaint was not followed. All complaints received must be handled appropriately.
All complaints should be responded to by providing a written response, telephone call, or if applicable, addressing the complaint in person upon submission. The response should 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 person may take.
Applicants with complaints about being victimized by a person engaged in the unauthorized practice of immigration law (UPIL) should be directed to USCIS’ website where they can find state-by-state reporting information, as well as information on how to report UPIL to the Federal Trade Commission.
Benefit requestors and other interested parties should report allegations of misconduct by USCIS employees. 
Allegations of misconduct by USCIS employee and contractors should be reported immediately to the USCIS Office of Investigations (OI) or the DHS Office of the Inspector General (OIG). Allegations can include, but are not limited to:
Fraud, corruption, bribery, and embezzlement;
Sexual advances or sexual misconduct;
Theft or misuse of funds and theft of government property;
Physical assault; 
Unauthorized release of classified or special protected class  information;
Drug use or possession;
Unauthorized use or misuse of sensitive official government databases;
Misuse of official position for private gain;
Misuse of a government vehicle or property;
Failure to properly account for government fund;
Unauthorized use or misuse of a government purchase or travel card;
Falsification of travel documents; and
Falsification of employment application documents.
Phone and Fax
Office of Investigations
DHS Office of Inspector General, Mail Stop: 0305
USCIS OI makes every effort to maintain the confidentiality of informational sources. However, for investigations in which an allegation is substantiated and disciplinary action is proposed, the subject of such investigation is entitled to review documentation and evidence relied upon as the basis for the proposed action.
OI refers matters to DHS OIG for review and investigative determination as required, depending on the nature of the allegations included in the report. If the allegation either does not meet the criteria for referral to DHS OIG or is not accepted by DHS OIG for investigation, OI may resolve the matter by conducting an investigation; referring the matter for an official management inquiry, if appropriate; or referring the matter to the appropriate USCIS manager for information and action as necessary.
As a matter of procedure, OI does not provide a complainant, victim, witness, or subject of a complaint with the initial investigative determination of a complaint, since a disclosure of this nature could adversely impact the investigative process or agency resolution of the alleged behavior.
Any allegation may also be reported by contacting DHS OIG directly either through a local OIG field office,  or by one of the methods above.
Allegations of discrimination based on race, color, religion, sex, sexual orientation, parental status, protected genetic information, national origin, age, or disability should be promptly reported to a USCIS supervisor or to the DHS Office for Civil Rights and Civil Liberties (CRCL).  In addition, allegations involving physical assault (such as grabbing, fondling, hitting, or shoving) should be reported to OI or DHS OIG. CRCL’s website also contains detailed information about avenues for filing complaints with different offices and components of DHS. 
U.S. Department of Homeland Security
Benefit requestors and other interested parties should report fraud, abuse, and scams as indicated on the USCIS Contact Us page.
In addition, immigration fraud can be reported to:
1. [^] This section 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 Section C, Reporting Allegations of Misconduct [1 USCIS-PM A.9(C)].
2. [^] See Appendix: Dissatisfaction with USCIS: Terms and Definitions for information on where to send complaints.
3. [^] See Appendix: Dissatisfaction with USCIS: Terms and Definitions for information on how to contact the OIG.
5. [^] USCIS employees are also subject to mandatory reporting requirements for known or suspected misconduct by federal employees and contractors.
6. [^] Physical assault may include grabbing, fondling, hitting, or shoving.
8. [^] Allegations reported directly to the DHS OIG may also be reported through a local DHS OIG field office.
11. [^] See How to File a Complaint with the Department of Homeland Security (PDF), issued October 3, 2012.
Dissatisfaction with USCIS: Terms and Definitions
Appendix: Dissatisfaction with USCIS: Terms and Definitions
Category and Definition
Examples and Contact Information
Any communication received by USCIS expressing dissatisfaction with USCIS. Complaints can be categorized as either “case-specific” or “non-case-specific.”
Case-specific complaints directly relate to cases processed by USCIS.
Non-case-specific complaints refer to any dissatisfaction with USCIS that does not relate to a specific case.
USCIS offices, in-person or by mail. See Find a USCIS Office page on the USCIS website.
USCIS Contact Center
Actions of a USCIS employee or contractor that can be considered extreme or outrageous, including, but not limited to, criminal activity.
DHS Office of Inspector General (OIG)
Mail: DHS, OIG/MAIL STOP 0305
USCIS Office of Security and Integrity (OI)
Mail: Office of Investigations
Technical Update - Replacing the Term “Foreign National”October 08, 2019
This technical update replaces all instances of the term “foreign national” with “alien” throughout the Policy Manual as used to refer to a person who meets the definition provided in INA 101(a)(3) [“any person not a citizen or national of the United States”].
POLICY ALERT - USCIS Public ServicesMay 10, 2019
U.S. Citizenship and Immigration Services (USCIS) is updating policy guidance in the USCIS Policy Manual regarding services USCIS provides to the public, including general administration of certain immigration benefits, online tools, and up-to-date information.
POLICY ALERT - Customer ServiceAugust 26, 2014
U.S. Citizenship and Immigration Services (USCIS) is issuing policy guidance on its standards in customer service.