Effective June 1, 2003, Citizenship and Immigration Services (CIS) ended direct call contact with the regional service centers that process applications for temporary visa applications, green cards, and other immigration benefits. Now, only congressional offices can contact the service centers directly regarding pending immigration applications. All other telephone inquiries are received by the National Customer Service Center (NCSC), which is not staffed by immigration agency employees. The NCSC offers general information about the immigration process. Moreover, in cases where service error has occurred or application processing is delayed beyond processing time reports, which are provided online at ( https://egov.immigration.gov/graphics/cris/jsps/index.jsp?textFlag=N ), the NCSC provides callers with assistance by sending a written referral to the applicable service center.

General Information

Clients whose immigration cases are pending or who have general questions about the immigration process should note that the NCSC is available twenty-four hours a day, seven days a week to provide live and automated assistance on immigration related matters. These services are available to the general public in both English and Spanish through the NCSC toll-free number (1-800-375-5283) and online through the immigration website at http://uscis.gov/graphics/services/NCSC.htm . The NCSC provides automated messages for: information on applications that have already been filed; information about fingerprinting, local immigration offices, or a listing of doctors authorized to give a medical exam; information about forms or applications; questions about possible immigration benefits and services; information about recent or upcoming changes in immigration programs and procedures; and assistance regarding other agencies.

Problem Resolution

To resolve "problem" cases in limited circumstances, NCSC will make a referral to the applicable immigration regional service center, which is then supposed to respond in writing to the caller and attorney representative within thirty days. Referrals are sent to the service centers when:

• No receipt has been received thirty days after the filing of an application;
• The tracking number stated on the case receipt notice returns no results when entered into the NCSCs automated online and telephone systems;
• Online or telephone case status indicates that the service center mailed a notice or document to the customer more than thirty days ago, but the document has not been received;
• A case is outside normal processing times as stated in the online processing time report ( not as stated on filing receipt) and no updates have been received in the past sixty days;
• No notice has been received from the service center within sixty days after an interested government agency letter was sent to a service center to waive the two year foreign residence requirement for a J-1 nonimmigrant;
• A scheduled appointment at a local office has to be cancelled because of an emergency;
• Immigration needs to be notified of a change of address that has already occurred for purposes of correspondence on a pending application;
• A typographical error is found on a service center generated notice; or
• Changes need to be made to the beneficiaries listed or the consulate to be notified on an I-129 form (petition for a nonimmigrant worke).

Much of the information offered through the toll-free number is also readily accessible over the Internet. CIS administers a comprehensive web site for basic immigration information and services at www.uscis.gov . Visitors to the site can, among other things, order forms, file certain applications electronically, find local field offices, and read through immigration services and benefits programs. Those with applications pending can even obtain case status information, updated on a daily basis. All that is required to make use of this free service is a receipt/tracking number (for example: "EAC 00123456789"), and access to the Internet. To check the status of a pending immigration case, visit the CIS web site, www.uscis.gov , or go directly to the case status page: https://egov.immigration.gov/graphics/cris/jsps/caseStat.jsp .

The NCSC's toll-free number and web site offer a convenient way to get quick answers to simple immigration and citizenship questions. However, for truly pressing inquiries, and advice on all immigration related matters, there is no substitute for an immigration professional.

(revised 12/1/03)