The USCIS Ombudsman is an independent office within the U.S. Department of Homeland Security (DHS) that assists individuals and employers experiencing problems with their U.S. Citizenship and Immigration Services (USCIS) cases. This DHS division also identifies systemic issues within USCIS operations and provides recommendations to improve agency performance and customer service.
The Ombudsman’s case assistance is a free public service available to anyone who has already tried to resolve an issue directly with USCIS but still needs additional help. Below is a detailed guide on how to request assistance and what types of support this office can provide.
How to Request Help from the USCIS Ombudsman
Before contacting the Ombudsman, it’s important to know that the office does not offer legal advice and does not have the authority to decide or overturn immigration cases. The Ombudsman cannot intervene if USCIS is still actively processing your petition or application. Therefore, always review USCIS’s current case processing times before submitting a Case Assistance Form (Form DHS-7001).
You should also create a USCIS online account and link your case to ensure all status updates and history are accessible in one place.
For legal advice or strategy, contact an immigration attorney at Green Card Link before reaching out to the Ombudsman. Your attorney or an accredited representative can also submit a case assistance request on your behalf.
To request help, file Form DHS-7001 (Case Assistance Form) online or by mail. When filing, include your USCIS receipt numbers and copies of any correspondence or documentation related to your case.
Mailing Address:
Department of Homeland Security
Citizenship and Immigration Services Ombudsman
Attention: Case Assistance, Mail Stop 1225
Washington, D.C. 20528
Email: cisombudsman@dhs.gov
Fax: 202-357-0042
When You Can Seek Help from the Ombudsman
You can contact the Ombudsman if you are experiencing:
- Emergencies or hardships caused by USCIS errors or delays
- Lost or transferred case files
- Risk of “aging out” of eligibility for a visa or benefit
- Unresolved issues after contacting USCIS customer service
- Cases beyond normal processing times or lacking posted timelines
- Delays in employment authorization documents (EADs)
If your Form I-539 is pending 60 days beyond USCIS’s posted processing time, or if your Form I-821D (not tied to Form I-765) is delayed, you may submit a request for Ombudsman assistance.
In cases where Form I-765 is tied to a pending Form I-539, USCIS will not process the I-765 until the I-539 is resolved, even if the EAD processing time appears faster. The Ombudsman continues to work with USCIS to address these discrepancies, particularly delays at the California Service Center and other facilities that impact applicants’ work authorization, driver’s licenses, insurance, and travel plans.
When Not to Contact the Ombudsman
You should always attempt to resolve your case directly with USCIS first. The USCIS National Customer Service Center can be reached at 1-800-375-5283.
Do not contact the Ombudsman if your issue:
- Does not involve USCIS
- Concerns legal advice or immigration options
- Is a disagreement with a final USCIS decision that was made correctly
The Ombudsman cannot reverse, overrule, or appeal USCIS decisions.
How to Complete Form DHS-7001 (Case Assistance Form)
Below is a step-by-step breakdown of how to complete the form:
Sections 1 & 2
Select whether your petition is for an individual or a company/organization. Attorneys or representatives should list the client’s name.
Sections 3, 4 & 5
For individual cases, provide the applicant’s date of birth, country of citizenship and birth, and Alien Registration Number (A-Number).
Sections 6
Identify the person preparing the form (e.g., “Vice President” for a company representative).
Sections 7 & 8
List all USCIS applications or petitions connected to your issue, including filing dates and receipt numbers.
Sections 9 & 10
List all USCIS applications or petitions connected to your issue, including filing dates and receipt numbers.
Sections11 & 12
Select all applicable categories. Include specific details such as dates, office locations, and correspondence received from USCIS. If you are represented by counsel, include a signed Form G-28.
Section 13
Attach relevant supporting documents. Keep file attachments under 5MB to avoid rejection.
Sections 14
Consent to allow the Ombudsman to review and discuss your case with USCIS.
Frequently Asked Questions about the USCIS Ombudsman
Does the USCIS Ombudsman actually help?
Yes. The Ombudsman assists with unresolved USCIS issues, including significant processing delays, hardships caused by agency errors, or missing case updates. However, you must first contact USCIS directly before seeking Ombudsman assistance.
How long does it take to get a response?
After you submit your request, the Ombudsman typically forwards it to USCIS within 10 days, allowing USCIS about 30 days to respond. Note that if your case is still within USCIS’s standard processing times, the Ombudsman cannot intervene yet.
How do I file a complaint against USCIS?
If your issue remains unresolved after contacting USCIS, file Form DHS-7001 and describe the problem in detail. Attach all relevant documentation.
What if I never received my Employment Authorization Document (EAD)?
If your card appears lost in the mail, contact USCIS first. Use the Non-Delivery of Card tool available on the USCIS website.
How Green Card Link Can Help
Before reaching out to the USCIS Ombudsman, consult an immigration attorney at Green Card Link. The firm’s experienced immigration attorneys can review your case, determine whether Ombudsman assistance is appropriate, and help you complete Form DHS-7001 correctly.
At Green Card Link, its immigration attorneys are dedicated to helping clients resolve USCIS delays and procedural challenges efficiently and effectively.