U.S. Citizenship and Immigration Services (USCIS) now has a new process for making inquiries with its four service centers. Customers, community-based organizations, and liaison groups should follow this guidance when inquiring about case-related issues. This new process standardizes customer service and streamlines processing of customer inquiries at USCIS service centers. The step-by-step instructions are as follows:

Step 1: Contact the National Customer Service Center (NCSC) at 1-800-375-5283. The NCSC can assist customers, community-based organizations, and liaison groups with case-related inquiries. Before calling the NCSC, make sure you have the receipt number, alien registration number, type of application filed, and date filed. USCIS recommends that the caller take note of the following information during the call:

• the name and/or id number of the NCSC representative

• the date and time of the call

• any service request referral number if a service referral on a pending case is taken

Step 2: If more than 30 days have passed since contact with the NCSC and the issue has not been resolved or explained, email the proper USCIS service center to check the status of the case:

• California Service Center: csc-ncsc-followup@dhs.gov

• Vermont Service Center: vsc.ncscfollowup@dhs.gov

• Nebraska Service Center: ncscfollowup.nsc@dhs.gov

• Texas Service Center: tsc.ncscfollowup@dhs.gov

Send emails to the service center that has jurisdiction over the case. The receipt notice will show EAC for the Vermont Service Center, SRC for the Texas Service Center, LIN for the Nebraska Service Center, and WAC for the California Service Center.

When contacting the service centers by email, you need to provide the information outlined in Step 1. If the NCSC did not issue a service request after the call, indicate the reason that the NCSC representative did not issue the request.

Step 3: If a response is not received within 21 days of contacting the appropriate service center, you may send an email to the USCIS Headquarters Office of Service Center Operations at SCOPSSCATA@dhs.gov. A response should be sent from this email address within 10 days.

Nothing in this article should be taken as legal advice for an individual case or situation. The information is intended to be general and should not be relied upon for any specific situation. For legal advice, consult an attorney experienced in immigration law.