STEP 1

Submit an online request or complete Form DHS-7001 

(Case Assistance Form), found at www.dhs.gov/cisombudsman, to 

allow the Ombudsman to share your confidential information with USCIS.

STEP 2

Include all USCIS receipt numbers on forms related to your 

application or petition on the Form DHS 7001 or online, and make 

copies of important information and documentation, such as:

• Paperwork you submitted to USCIS;

• Documents you received from USCIS; and

• Other information or documentation you feel 

 is important to your application or petition.

Please do not send original documents.

STEP 3 Submit your online request or send the signed 

Form DHS-7001 and any additional information to the 

Ombudsman by one of the following:

EMAIL: cisombudsman@dhs.gov (Recommended)

FAX: 202-357-0042

MAIL: Department of Homeland Security 

Citizenship and Immigration Services 

Ombudsman 

Attention: Case Assistance

Mail Stop 1225 

Washington, D.C. 20528

*Due to security measures with the government mail 

system, cases mailed (even those sent by express 

mail) may be delayed for up to 14 days. 

All information submitted to the Ombudsman is collected 

and protected under the provisions of the Privacy Act.

Asking the 

Ombudsman for Help

If you have tried the USCIS customer service options but 

still need help resolving a problem with an application or 

petition, you can ask the Ombudsman for help by taking 

the following steps:
Contact

Citizenship and Immigration Services 

Ombudsman

Department of Homeland Security

Mail Stop 1225

Washington, D.C. 20528

202-357-8100

202-357-0042 (fax)

1-855-882-8100

cisombudsman@dhs.gov

www.dhs.gov/cisombudsman

Homeland

Security
Citizenship and 

Immigration Services 

Ombudsman

How the Citizenship and Immigration 

Services Ombudsman Works for You

Homeland

Security
Here to Help

The Ombudsman is here to help individuals and 

employers who need to resolve a problem with 

U.S. Citizenship and Immigration Services (USCIS). 

The Ombudsman also makes recommendations to 

fix systemic problems and improve the quality of 

services provided by USCIS. 

The Ombudsman is an independent, 

confidential, and impartial resource. 

The Ombudsman may be able to help if:

• You are facing an emergency or hardship caused by a 

mistake, error, or delay by USCIS.

• You are experiencing a problem with your application 

or petition that you have not been able to resolve 

with USCIS.

• Your application or petition is pending beyond USCIS

average processing times (you can find average processing 

times at www.uscis.gov).

• You believe that USCIS made a mistake in processing 

your application or petition. 

The Ombudsman is not able to help if:

• You are seeking legal advice. The Ombudsman 

does not provide legal advice. 

• You are seeking assistance with an issue that does 

not involve USCIS. The Ombudsman’s authority is 

limited to assisting with problems that relate to USCIS 

applications, petitions, or services.

• You disagree with a decision made by USCIS but

cannot identify a mistake or error in the process. 

While the Ombudsman works to address mistakes 

and errors with USCIS, the Ombudsman cannot overrule 

or change USCIS decisions. 
Case Assistance

Finding the Help You Need With 

a Pending USCIS Application or Petition

If you have a problem with your USCIS application or petition, 

the Ombudsman may be able to help. The Ombudsman 

provides an impartial and independent perspective to USCIS 

in an attempt to resolve problems. Before contacting the 

Ombudsman for help, first try to resolve your problem by using 

the USCIS customer service options available to you: 

• Call the USCIS National Customer Service Center at

1-800-375-5283.

• Check My Case Status Online at www.uscis.gov.

• Make an INFOPASS Appointment with USCIS at 

http://infopass.uscis.gov. 

Your Inquiry: Our Process

Once the Ombudsman’s Office receives 

a request for help, we will:

• Review the information to make sure that we are 

able to help with your situation; 

• Research the status of the matter; and 

• If we can assist, contact USCIS on your behalf 

with independent recommendations on how to 

resolve the problem.

 
The Ombudsman serves the public. 

There is no fee for assistance 

provided by the Ombudsman. 

Making Sure Your

Voice Is Heard: 

The Ombudsman’s Duty To Recommend 

Ways To Improve Citizenship And 

Immigration Services 

In addition to helping people resolve problems with applications 

and petitions, the Ombudsman also recommends ways to fix 

systemic problems that individuals and employers face when 

they are seeking services from USCIS. We become aware of 

such systemic issues through:

• Individual complaints and requests for help;

• Information and inquiries we receive from 

non-governmental organizations and federal officials, 

including USCIS; and

• Our personal interactions and meetings with 

applicants, petitioners, employers, non-governmental 

organizations including community and faith-based 

organizations, and immigration professionals across 

the country.

The Ombudsman is committed to influencing positive change 

so that all people and businesses seeking services from 

USCIS experience quality customer service and consistency 

in decisions. 

Your input drives the work of the Ombudsman. Please 

share your experiences and suggestions with us at

cisombudsman@dhs.gov.