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IMMIGRATION AND THE INTERNET: INS WEB PAGE 
One of the more distressing tasks we deal with as immigration lawyers is hearing about deplorable treatment immigrant receive by workers of the Immigration and Naturalization Service. The problem of abusive treatment of the INS's customers seems to be getting worse despite Commissioner Meissner's statements to the contrary.
Last year Commissioner Meissner launched an initiative to improve customer service. Unfortunately, the effort seems to be half-hearted if the agency's web page can be used as a barometer. Not only were we unable to locate any information on reporting complaints to the agency, we could not even find a general phone number for the INS or an e-mail address. The clear message from the site is "We don't want to hear your complaints and we want to make this process as difficult as possible for you."
At the very least, the INS should have a contact page linked on the front page of the site. That page should have addresses and phone numbers for local INS offices, the address of INS headquarters, telephone numbers for information and an e-mail address to send questions. The site should also contain the same complaint reporting information available on bulletin boards at local INS offices. A sizable portion of the immigrant population in America lacks easy access to a local INS office so the web site is crucial for them to get information on the immigration system.
By the way, buried in the back of the INS' new Naturalization Guide is the following information on INS Customer Service Standards (though it is specific to naturalization, the principals should apply across the board):
"You should expect INS staff to be:
- professional
- courteous
- knowledgeable
You should expect the naturalization process to be:
- Fair
- Consistent
- Timely
You should expect information on the naturalization process and on the status of your application to be:
- Accurate
- Readily available
INS also expects certain things from you. You should:
- Treat INS employees with courtesy
- Read and follow the instructions on your application
- Read and follow the instructions on your application
- Be prepared at each step of the process
 Making a Customer Service Complaint
INS realizes that in some offices it is taking a long time to process applications. We are currently at reducing processing times.
If you have a complaint about the way that an INS employee treated you, you should speak with that employee's direct supervisor if possible. If your complaint is not addressed or you could not speak with the supervisor, you may write a letter to the Director of your District Office. Filing a complaint will not affect your eligibility for naturalization.
You can also use the "Report of Complaint" (Form I-847). This form is a pre-addressed postcard that is sent to INS Headquarters in Washington, DC. You may order the I-847 form from the INS Forms Line (1-800-870-3676)."
Of course, the INS web site contains no information on ordering or downloading this form or even that such a form exists.