Complaints about Portugal’s immigration office skyrocket in 2026
Complaints over service and process waiting times at Portugal’s immigration office AIMA were up again in the first four months of 2026. The data was released as AIMA staff went on a four-day strike on Wednesday.
Data from the complaints website Portal da Queixa reveals a consistent increase in the volume of complaints. The growth was even more significant in the first quarter: 37%.
According to the analysed data, in 2025, 1,992 complaints were registered against the Agency for Integration, Migration and Asylum (AIMA), representing a 5.56% increase compared to 2024.
This trend continued in 2026: in the first four months alone, 643 complaints were recorded, translating to an 8.43% increase compared to the same period of the previous year. In the first quarter of 2026, the growth was even more significant, with a 37% increase.
By May 27, 2026, 740 complaints had already been registered, confirming the escalation of citizen discontent. March stood out as the period with the highest concentration of complaints, representing 28.30% of the total registered at the start of the year.
Main Reasons for Complaints
The analysis shows that problems related to administrative processes and documentation are the leading causes of dissatisfaction, representing 41.35% of complaints. This is followed by failures in customer service and service quality (35.68%), pointing to difficulties in contacting the entity, lack of transparency, and inefficiency in citizen support.
Other factors include delays and non-compliance with deadlines (6.08%), failures in digital services (5.95%), and financial issues (5.54%). Legal and compliance concerns represent 4.86% of occurrences.
Profile of Complaints
Geographically, the Lisbon district concentrates 37.84% of complaints, being the main focus of dissatisfaction. In demographic terms, there is a balance between genders, with a slight predominance of the female public (51.62%). Most complaints are filed by citizens of working age, particularly those aged between 25 and 44, who represent more than 69% of the total.
Low Performance Indicators
Despite the increase in complaints, AIMA’s response indicators remain low. The response rate stands at 14.7%, while the resolution rate is 15.4%. The overall satisfaction index is only 18.7%, reflecting a negative perception among users.
The data also show reduced response times and average service ratings, highlighting structural weaknesses in customer service and process management.
According to Pedro Lourenço, founder of the Portal da Queixa by Consumers Trust: “The analysis by Portal da Queixa reveals a scenario of increasing pressure on AIMA, with a rise in the volume of complaints and the maintenance of low levels of response and resolution. The data reinforces the need for improvement in administrative processes, strengthening citizen services, and greater efficiency in the management of services provided.”
Source and Credits: Portal da Queixa.
