SRMT is used domestically to record and respond to a customer or his or her authorized representative’s request for service . When the customer requests service by calling the National Customer Service Center ( NCSC ) toll - free telephone number, a SRMT S ervice R equest is created by NCSC staff if the inquiry cannot be resolved during the call . Though the majority of SRMTs are created at the NCSC, SRMTs are also created by officers, often when access to an A-file is needed to properly respond to the applicant’s question and the file is located elsewhere. Creating an SRMT allow s the customer to receive a response without having to return to the office in most instances.
By using an online portal, c ustomers living in the United States may create a re quest directly for change of address (COA) requests regarding most receipt type s (excluding VAWA , T nonimmigrant, and U nonimmigrant applicants or petitioners) . [1] For more information on confidentiality in VAWA, T, U, and other cases, see Chapter 5, Privacy and Confidentiality in Customer Service [1 USCIS-PM A.5]. Customers m a y also directly initiate SRMT inquiries online when certain pending application s or petitions are outside normal processing time s .
USCIS respond s to requests for service within the required timeframes. USCIS categori z es a n SRMT request based upon the urgency and request type, and assign s a target completion date based on the category. USCIS completes r equests within each category on a first-in first-out basis. In general, the goal for all other SRMT referrals is 15 calendar days from the date of creation.
The following re quest s receive processing priority and should be responded to within 7 calendar days from the date of creation :
USCIS must process change of address requests at the earliest opportunity in order to reduce the potential for undeliverable mail and associated concerns. Address records on all open associated application or petition receipts must be updated unless instructed otherwise by the customer. A ddress record changes are only limited to select identified receipts when the customer explicitly requests the change of address request be restricted.
When the address listed for the applicant in a request is different from the address listed in USCIS information systems, it is considered to be an address change request regardless of whether the request was for a COA or for another reason . The address in the request is then used to change address records on all directly related receipts.
However, no address change request is inferred if the S ervice R equest was initiated by a representative and the address listed in the request is the representative’s address. Also, in these situations, a copy of the response should be mailed to the petitioner or applicant at his or her address of record.
USCIS does not accept COA requests on a VAWA, T nonimmigrant, or U nonimmigrant-related application or petition that are received through an SRMT. A hard-copy, signed COA request submitted through traditional mail is required. Offices should respond to VAWA, T nonimmigrant, and U nonimmigrant COA requests using the standard language. [2] See Chapter 5, Privacy and Confidentiality in Customer Service, Section B, Maintaining Confidentiality of VAWA, T, and U Cases, Subsection 3, Providing Customer Service in VAWA, T, and U Cases [1 USCIS-PM A.5(B)(3)].
Expedite service requests, including those involving Supplemental Security Income ( SSI ) , are self-identified as urgent. The customer requesting expedited service may be required to submit evidence to support the expedite request. [3] See Chapter 12, Requests to Expedite Applications or Petitions [1 USCIS-PM A.12].
Reasonable a ccommodation service requests must be responded to in accordance with the disability accommodations policy. [4] See Chapter 11, Disability Accommodation Requests [1 USCIS-PM A.11].
Military referrals have implied urgency based upon the uncertainty of reassignments and deployments.
Approaching regulatory timeframe service requests are for a n Application for Employment Authorization ( Form I-765 ) that has been pending for more than 75 days.
USCIS consider s the following in determin ing whether a case has been pending more than 75 days:
• If USCIS issues a request for initial evidence on either the Form I-765 application itself or the principal application (for example, Form I-485), the 90-day regulatory timeframe start s over from the date of receipt of the initial evidence (USCIS will reset the “clock” to Day 1 upon receipt of the evidence).
• If USCIS issues a request for additional evidence, the clock stop s upon issuance of the request and resume from the same point upon receipt of the additional evidence.
For more information on confidentiality in VAWA, T, U, and other cases, see Chapter 5, Privacy and Confidentiality in Customer Service [ 1 USCIS-PM A. 5 ].
See Chapter 5, Privacy and Confidentiality in Customer Service, Section B, Maintaining Confidentiality of VAWA, T, and U Cases, Subsection 3, Providing Customer Service in VAWA, T, and U Cases [ 1 USCIS-PM A.5(B)(3) ].
See Chapter 12, Requests to Expedite Applications or Petitions [ 1 USCIS-PM A.12 ].
See Chapter 11, Disability Accommodation Requests [ 1 USCIS-PM A. 11 ].
F or information on the calculation of how long the application has been pending where a request for evidence has been issued , s ee S ubsection 5, Approaching Regulatory Timeframe [ 1 USCIS-PM A.8(B)(5) ] .
U.S. Citizenship and Immigration Services (USCIS) is issuing policy guidance on its standards in customer service.