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