- Obtaining information about the case at USCIS My Case Status at www.uscis.gov.
- Submitting an e-Request with USCIS online at https://egov.uscis.gov/e-Request.
- Contacting the USCIS National Customer Service Center (NCSC) for assistance at 1-800-375-5283.
- Making an InfoPass appointment to speak directly with a USCIS Immigration Services Ofﬁcer in a ﬁeld ofﬁce at www.infopass.uscis.gov.
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After receiving a request for case assistance, the Ombudsman:
The Ombudsman is an ofﬁce of last resort. Prior to contacting the Ombudsman, individuals and employers must attempt to resolve issues directly with USCIS through the agency’s available customer service options. These include: My Case Status; the National Customer Service Center (NCSC); InfoPass; and the e-Service Request tool.
Individuals, employers, and their legal representatives are now required to indicate prior attempted actions when submitting case assistance requests to the Ombudsman. In 70 percent of case assistance requests submitted to the Ombudsman, individuals and employers ﬁrst contacted the NCSC, while 28 percent appeared at InfoPass appointments at a USCIS local ﬁeld ofﬁce.
The Ombudsman recognizes that individuals and employers seeking assistance often have waited long periods of time for resolution of their cases. For that reason, the Ombudsman recently revised its website content and stated its commitment to review all incoming requests for case assistance within 30 days and take action to resolve 90 percent of requests within 90 days of receipt.
The revised content also makes clear the requirement that individuals and employers ﬁrst avail themselves of the USCIS customer service options and wait 60 days past USCIS posted processing times before contacting the Ombudsman for assistance.