12/09/2011

As increased number of cases are required to be filed with the Lockboxes, it will help the petitioners or applicants to understand how they process their petitions or applications. This Q&A is somehow old but informative to understand the process within the facilities. This is also good time for this reporter to reiterate importance of petitioners or applicants not, repeat not, to staple papers when they send the documents to their legal representatives and agencies. It is considered a nightmare. Quite contrary to their good intents, stapling creates a huge problem in processing papers in their legal counsel' offices as well as the government offices. 

1. What happens when an application is sent to the wrong filing location?

The Lockbox forwards applications that arrive at the wrong Lockbox facility to the correct one. If the application is not processed by a Lockbox facility, the Lockbox returns the application to the customer. If customers or their representatives have specific cases where this is not happening, please provide details to Lockboxsupport@dhs.gov and we will make any required corrections. 

2. How flexible is USCIS in accepting petitions submitted with an incomplete field on the forms or petitions as long as they have the basic information required to fee in a case, correct signatures and the correct fee?

The Lockbox accepts applications with information that is deemed critical to acceptance of the application. In FY 2010, the Lockbox processed over 4.4 million applications and rejected less than 11 percent of the applications received. The most common reasons for rejection are that the applications were not signed or the correct fees were not enclosed.

3. How does one request a fee waiver?

Please see Fee Waiver Guidance. Further, to help applicants better understand USCIS criteria for approving fee waiver requests and the information needed to document such requests, Form I-912, with detailed guidance, will be released by the end of November 2010. 

4. What is the proper order of documents submitted as part of the application package, and what happens if this order is not followed by the applicant?

For tips on filing applications with USCIS, please see General Tips on Assembling Applications for Mailing and Tips for Filing Petition and Applications.

When application packages arrive at the Lockbox, the contents are placed in an order specified by the business requirements prior to scanning.

5. What do I/we do if we suspect that a document has been lost during the intake process?

If customers or their representatives have any specific cases where they believe something was lost by the Lockbox, please provide details by email to Lockbox Customer Support at lockboxsupport@dhs.gov and we will investigate.

6. What is the process for returning rejected applications/petitions when there is a valid G-28 form (designating an attorney of record) on file?

A valid G-28 will be respected in all filings. In such cases, rejected petitions will be returned to the attorney of record, rather than the petitioner/applicant. Receipt notices for all filings will also be sent to the G-28 attorneys in addition to the petitioner/applicant. However, if applications are received with G-28s that are not valid (e.g. it was not signed), the G-28 will not honored and all further correspondence will be only with the petitioner/applicant.

7. What happens when a customer service email is not responded to by USCIS within a reasonable timeframe? Is there any way to request an expedited response? 

If USCIS has not responded within the target 5 days, attorneys or representatives should reach out to their USCIS Liaison who can email the Chief, Office of Intake and Document Production directly.