The number of complaints against AIMA (Agency for Integration, Migration and Asylum) increased by 36% in the first quarter of 2026, highlighting a crisis of confidence despite the entity employing more staff and streamlining processes to deal with interminable backlogs.
With more than 500 complaints and a critical satisfaction level (17.2 out of 100), failures in administrative processes are, this year, the most cited reason by citizens, indicates the quarterly barometer of Consumers Trust Labs, which also warns of the systemic risk to the agency’s reputation and the country’s competitiveness.
The analysis of complaints directed at AIMA on the Complaint Portal (Portal da Queixa) reveals a structural turning point in the public perception of the entity. The data from the most recent quarterly barometer of Consumers Trust Labs reveal a significant increase in complaints, despite the operational advances recorded.
After a 2025 marked by extreme pressure and a backlog of cases, AIMA began 2026 with a significant reinforcement of its operational capacity, achieving an increase in processing capacity, driven by its new Mission Structure.
However, this improvement was not enough to offset a lack of public trust. The barometer highlights the so-called “modernisation paradox”: the entity processes more requests but faces higher levels of disputes.
During the first quarter of 2026, 504 complaints were registered on the Complaint Portal, representing an increase of 36.96% compared to the same period in 2025. This growth reflects not only the persistence of structural constraints, but also a greater predisposition of citizens to publicly express dissatisfaction.
The Satisfaction Index (SI) stood at 17.2 points out of 100, a level considered critical, positioning AIMA’s reputation as a systemic risk to Portugal’s attractiveness in the global talent market.
Administrative processes are the main cause of dissatisfaction.
Analysis of complaints reveals a shift in the focus of dissatisfaction:
- Administrative processes and documentation (41.47%) – delays, validation errors, and issuance of residence cards.
- Customer service and quality of service (35.52%) – difficulties in contacting and lack of transparency.
- Punctuality and delays (6.55%) – failure to meet legal deadlines.
- Digital services and technology (6.15%) – failures in online platforms.
This scenario confirms a transition from criticism of customer service to a negative assessment of the effectiveness of administrative processes.
According to the barometer, other indicators highlight weaknesses in AIMA: response rate (12.7%); resolution rate (13.6%) and an average rating of 4.11 out of 10.
AIMA in Top 3 of most complained-about entities
In the national ranking of public entities with the highest volume of complaints, AIMA remains in the Top 3, representing 12.12% of the total, behind IHRU and IMT. The main factor of dissatisfaction is associated with the regularization of immigration processes.
Source: Essential Business
Also read: “It was a mistake”: AIMA cancels order for nine-year-old to leave Portugal
