Chapter 13 – Cell Phone Usage in USCIS Offices
Visitors of USCIS facilities may be permitted to possess cell phones, personal digital assistants (PDAs), and tablets. However, USCIS customers receiving services in facilities not controlled by USCIS should abide by cell phone policies established by the facility.
Customers may not use camera and recording capable devices (including cell phones) at a USCIS office except when observing naturalization or citizenship ceremonies. In addition, cell phones should be silenced while in the waiting area and any conversations should be kept to a low level so as not to disrupt others. Customers must completely turn off all phones during interviews or while being served by USCIS staff at the information counter.
To ensure successful implementation of this guidance, USCIS field offices are encouraged to:
•Ensure all employees (federal and contract) are aware of the cell phone usage policies and the prohibition against using any type of device to take photographs inside USCIS common areas except during naturalization ceremonies;
•Ensure all visitors are informed of the cell phone usage policies and prohibition against using any type of device to take photographs inside USCIS common areas (for example, waiting rooms, or restrooms), unless to record naturalization ceremonies; and
•Display posters and signage regarding this guidance in common areas.
POLICY ALERT – Customer Service
August 26, 2014
U.S. Citizenship and Immigration Services (USCIS) is issuing policy guidance on its standards in customer service.
Appendix: USCIS Customer Dissatisfaction Terms and Definitions
USCIS Customer Dissatisfaction Terms and Definitions
Category and Definition
Who to Contact
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.
•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.)
National Customer Service Center (NCSC) toll-free number: 1-800-375-5283
(TTY number: 1-800-767-1833)
•Rude treatment by USCIS employees or contractors
•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.)
NCSC toll-free number: 1-800-375-5283
(TTY number: 1-800-767-1833)
Actions of a USCIS employee or contractor that can be considered extreme or outrageous, including, but not limited to, criminal activity.  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
DHS Office of Inspector General (OIG):
•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