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During the first four months of 2025, the Complaint Portal received a total of 593 complaints addressed to the Integration, Migration and Asylum Agency (AIMA), which represents an increase of around 37% compared to the last four months of 2024, when 432 complaints were registered.
As of 12 May, 100 complaints have already been recorded on the platform.
The main reasons for complaints registered between January and April this year are related to delays in processes and difficulties in contacting them, which account for 67.93% of all occurrences.
In detail, delays in the delivery of documents and processes (including delays in the issuance of residence cards and visas) generated 37.23% of complaints and difficulties in scheduling or contacting (such as lack of response to emails and incorrect information) collected 30.7%.
Other reasons include incorrect or pending documentation (12.61%), customer service issues (6.23%), and technical or operational failures (5.62%).
In the complaint addressed to AIMA, Gabriela reports: “I did my interview to obtain the residence card on 10/03/2024 and to this day, I have not received any response from AIMA. They say it will take 90 days for the card to arrive and to this day, I have not received it.”
The AIMA page on the Complaints Portal reveals the poor performance of the organization in responding to the problems reported to it. It currently has a satisfaction rating of 17.8 out of 100, a response rate of 13.3% and a solution rate of 14.9%.
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We got our cards late too.
AIMA does not have enough people for the tasks they are given - full stop.
By Mark from Lisbon on 14 May 2025, 21:33
It’s interesting to note that in 2022, immigrants in Portugal contributed approximately €1.86 billion to social security, while receiving only €257 million in social support — leaving a positive net contribution of around €1.6 billion. By 2024, with a larger immigrant population, this positive balance is likely even higher, meaning more revenue for the government. Yet, despite this, immigration management appears to have worsened. So the question is: where is all this money going? There is limited transparency on how these net contributions are allocated, but much of it likely goes into general state budgeting, not specifically reinvested into immigration infrastructure or integration support.
By Jay from Porto on 15 May 2025, 10:11
The Portuguese just love their paperwork. You have your documents checked once and then they go away to the bottom of a big pile before being checked again. It's the only explanation.
By Jonathan from Lisbon on 15 May 2025, 10:25
Please take idea from.Dubai how they handle half a million visitor applicants in a month..Invest in digitised process if Portugal wants to progress.
By Riya from UK on 15 May 2025, 11:28
It appears to be obvious the Govt cannot manage this department. Perhaps it is time to outsource it to the private sector. A privately owned company is not run by Govt workers who only want to work 35 hours per week with all the other benefits, etc that civil servants get.
By L from Lisbon on 15 May 2025, 11:34
It's simple: Just start firing people at AIMA, and things will start moving in the right direction!
By C. Loureiro from USA on 15 May 2025, 11:48
It is possibly the worst service of any agency, government department, organisation or other in any country that I have ever experienced, we thought SEF were bad but these lot are far worse. Why they set up a new service without the appropriate phone lines or staff is beyond me. without an appointment you can do nothing but they dont answer the phone or emails so you can't make an appointment. We are used to slow and snail slow here in Portugal but this is worse, the service just doesn't exist and is not fit for purpose.
By Ishbel from Beiras on 15 May 2025, 13:37
I renewed my residency 20 August 2021 and have still not received it. I heard from AIMA via email 2 times with their apologies and was told to call them for an appointment. That, of course, is laughable. Who ever wrote those emails has to know it's laughable, too. There is more to this story, but it would simply be repeating what so many of us have experienced. I am eager to apply for citizenship, but I can only image what that will be like. This is the only downside to Portugal. Otherwise, I am completely happy here.
By Diann Schindler from Lisbon on 15 May 2025, 17:50
When are we expecting this documents, They promise was 90 working days, now is almost 150 working days, what is going on with our document
By Henry Taiye Omoile from Lisbon on 16 May 2025, 09:35
I lost my Residencia card when my purse was stolen a year ago. AIMA have all the necessary documentation, including the police report but l have heard nothing since. Surely, all they need to do is press a button and produce a copy of what already exists!
By Karen from Algarve on 16 May 2025, 10:46
Sadly this is typical of the Portuguese govt, and often business in general here. Far too many dealines missed with no care for who is damaged, the problems it causes. Deal with any govt office here and it's insanely frustraing. Even going into a bank for a basic thing can take 1-2 hours.
A friend of mine's brother started work in the building permit approval part at the Camara in Albufeira. In his first weeks, he was approving 10-20 buildings per week. His boss sat him down and told him to slow down, that he was making alll the existing workers look bad. Unreal. Work slower, to protect the bad or lazy.
AIMA was created to solve the SEF's failures, and it is obviously worse. 90 days for a residency approval? Never happens. They break the law. No ramifications, no firings, nothing.
Portugal should charge visa applicants 1,000 Euros, and use the money to hire more workers. Nobody has a right to be here, and if you can't afford to pay for a visa, you likely can't support yourself once here.
Wake up, Potugues government. You must do better!
By Mark Dahncke from Algarve on 16 May 2025, 15:01
We received a grant from the Gov for our business as they want us to run it here in Portugal but I am waiting for my residency for 7 months, the CEO of the company cannot renew his expired card because of the email mistake Sef did, and director of the company waited 6 months to renew his card. Such a mess!
By Viola from Lisbon on 17 May 2025, 09:51
It is possibly the worst service of any agency, government department, organisation or other in any country that I have ever experienced, we thought SEF were bad but these lot are far worse. Why they set up a new service without the appropriate phone lines or staff is beyond me. without an appointment you can do nothing but they dont answer the phone or emails so you can't make an appointment. We are used to slow and snail slow here in Portugal but this is worse, the service just doesn't exist and is not fit for purpose. Horrific experience to know that your official papers are depending on such a badly organized agency.
By marianna from Other on 18 May 2025, 15:03
Very very poor service of aima
By Samir subedi from Other on 20 May 2025, 06:55