June 18, 2003

Contacting BCIS/INS Using the New 800 Number

As of June 9, 2003, the former telephone inquiry systems for the BCIS Service Centers was shut down. The BCIS has implemented a new case status line for national customer service calls. The number is 800-375-5283. This new toll-free number replaces the toll numbers previously used on receipt notices.

The new 800 number feeds into two offices and incoming calls may be routed to either office. The personnel taking telephone inquiries on this line are not familiar with immigration terminology or concepts. They will not be able to answer questions regarding specific cases and can only provide you with general information. Should complex issues arise, the personnel are able to direct the inquiry to another level of information officers. If the second level of personnel is unable to resolve the issue, they refer the question to the appropriate Service Center and the Service Center has 14 to 30 days to respond in writing. If there is no response received within 30 days, a call should be made back to the Customer Service Center and an "exception broker" can call the Service Center for an answer.

We encourage our clients to use the new 800 number only to obtain automated information. If you feel there is a problem with your case and would like to receive additional information, please contact the GT immigration team and we will attempt to resolve the issue on your behalf. Our experienced immigration team has the ability to resolve complex issues and will intervene on your behalf.

Please note that you can also check the status of your case online if you have a receipt number. The online case status information system will update information on your case as information becomes available.