Appendix: USCIS Customer Dissatisfaction Terms and Definitions

USCIS Customer Dissatisfaction Terms and Definitions

Category and Definition

Examples

Who to Contact

Complaint

Any communication received from a customer 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.

Case-Specific Complaints

Cases outside normal processing times (ONPT)

Inaccurate or incomplete responses to case-related inquiries

Case processing errors

Confusion regarding a notice or correspondence sent by USCIS

USCIS offices, in-person or by mail. (Addresses can be found at www.uscis.gov, under the “About Us” section.)

USCIS Contact Center toll-free number: 1-800-375-5283

(TTY number: 1-800-767-1833)

Non-Case-Specific Complaints

Rude treatment by USCIS employees or contractors

Facility-related issues

Difficulty understanding forms, notices, instructions, or other general information

Administration of immigration laws or USCIS policies

USCIS offices, in-person or by mail. If at a USCIS office, contact a supervisor. (Addresses can be found at www.uscis.gov, under the “About Us” section.)

USCIS Contact Center toll-free number: 1-800-375-5283

(TTY number: 1-800-767-1833)

Misconduct

Actions of a USCIS employee or contractor that can be considered extreme or outrageous, including, but not limited to, criminal activity. [1] See Chapter 10, Reporting Allegations of Misconduct or Other Inappropriate Behavior [1 USCIS-PM A.10].

Fraud, corruption, bribery, or embezzlement

Perjury or falsification of documents or information

Physical assault or inappropriate conduct

Unauthorized release of classified information or unauthorized use or misuse of official government systems

Misuse of official position for private gain

Theft or misuse of government funds, vehicles, badges, credentials, secure forms, sensitive property, or other property

Arrest of an employee or contractor by law enforcement personnel

Department of Homeland Security (DHS) Office of Inspector General (OIG):

Phone: 1-800-323-8603;

Fax: 202-254-4297; or

Mail: DHS, OIG/MAIL STOP 0305, Attn: Office of Investigations -- Hotline, 245 Murray Lane, SW, Washington DC 20528-0305

USCIS Office of Security & Integrity (OSI):

Fax: 202-233-2453; or

Mail: Chief, Investigations Division, Office of Security and Integrity MS 2275, U.S. Citizenship & Immigration Services, 633 Third Street NW, 3rd Floor, Washington, DC 20529-2275

Footnotes


1 [^]

See Chapter 10, Reporting Allegations of Misconduct or Other Inappropriate Behavior [1 USCIS-PM A.10].