Complaints on the Complaint Portal against the Agency for Integration, Migration and Asylum (AIMA) rose by almost 37% in the first three months of this year, compared to the same period in 2025. According to a press release, 504 complaints were registered between January and March.
More than 40% of complaints (41.47%) are related to delays, validation errors and issuance of residence cards. Next are complaints about service and service quality (35.52%), such as difficulties in contacting the agency and lack of transparency in processes. With just over 6%, complaints were reported about non-compliance with legal deadlines and a further 6% about failures on online platforms.
According to the portal, the Satisfaction Index (SI) is 17.2 points out of 100, a level considered critical. Like this, AIMA is analyzed as “a systemic risk to Portugal’s attractiveness in the global talent market”. Other indicators highlight weaknesses in AIMA: response rate (12.7%); solution rate (13.6%) and average rating of 4.11 out of 10.
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“The scenario confirms a transition from criticism of service to a negative assessment of the effectiveness of administrative processes”highlights the statement. The agency remains among the three public entities with the highest number of complaints, with 12.12% of the total.
In the analysis of Pedro Lourenço, founder of Portal da Queixa, there is a trust problem with the agency. “The data indicates that AIMA now faces a challenge that goes beyond operational capacity, focusing primarily on citizen trust”he says, quoted in the statement.
The CEO points out the lack of transparency regarding processes on the part of the immigrant population as a problem. “Despite advances in modernization and increased processing capacity, the lack of transparency and predictability in processes continues to fuel the perception of inefficiency, especially when citizens do not have visibility into the status of their requests“, he evaluates.
amanda.lima@dn.pt
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