en 
According to the platform, AIMA, which a year ago replaced the Foreigners and Borders Service (SEF), was the target of 1,750 complaints between October 29, 2023 and November 17 of this year.
The majority of complaints (53%) concern delays in the process of obtaining documents (urgency requests), followed by difficulties with scheduling services at AIMA, which accounted for 14.4% of participants. Problems with the delivery of documents (where there are also reports of loss) account for the same proportion (14.4%).
In turn, the difficulty in contacting the body (complaints regarding the difficulty in speaking to an AIMA employee through any means of communication) gave rise to 12.1% of complaints and problems in using the online platform accounted for 3% of complaints. Foreign citizens explain Portal da Queixa, "describe difficulties with logging in, unavailability of the platform or difficulty recovering the password".
The data also shows that, with the transition, "citizens' satisfaction with the body decreased by 24.9%". The average evaluation of complaints registered in the first year of AIMA "was 3.10, a decrease of 24.9%, compared to the last year of SEF, whose average was 4.13".
"The AIMA page on the Complaint Portal reveals the organization's low performance in responding to the problems reported to it. The analysis of the evolution of the Satisfaction Index (SI) from 2023 to the current period, shows a more pronounced drop between February and March 2024. Currently, the agency has a satisfaction index of 15.3 out of 100, records a response rate of 14.5% and a solution rate of 15.2%", says the platform.
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AIMA is still in total disarray with no clear plan for fixing. I’ve been waiting months and still can’t renew residency. Every visit, no new information.
So we wait… and wait.
By A V from Algarve on 22 Nov 2024, 13:11
Only 1,700 seems low.
By Shawn from Lisbon on 22 Nov 2024, 15:09
Live in Lisbon, had an appointment for 3pm in Espinho, yes 3 hours drive north of Lisbon, as it was all that was available. Arrived at 2.30 pm, waited outside with about another 6 people. At 3.30 an AIMA representative came outside, moaned about being overworked and understaffed, told us that none of us would get served and we would all have to come back next week. The office is only open 9 - 12.30 and 2 until 4......5 and a half hours!!!! Useless useless useless...and none of us have any appointments for next week...AIMA said they would call. Yeah, right.
By Bruce from Lisbon on 24 Nov 2024, 09:06
My wife and I have been waiting since the second week of October 2023, an appointment in March 2023 waited 3 hrs then informed AIMA would be in touch. To this day they never have. We have phoned and phoned and never got a positive response. Our solicitor has sent many emails from the start. Only to be told to wait. SEF office in Funchal, no AIMA office in Madeira. Mr and Mrs Ebsworth Madeira.
By Ebsworth from Madeira on 25 Nov 2024, 10:27
My residency expired on May 17th and I am eligible for a permanent residency. I have tried every week through phone, email, online form (which doesn't work) and knocking on the door. So, my six months have passed. When will I be deported back to Norway? Well, one wonders. I mean, even the very basic function of sending a confirmation email: "Thank you. We have received your email. Here is your case number. Due to a very high number of cases our response will be delayed." We are after all in the year 2024. This is not the seventies. I am not living during the colonial wars. Come on! And registering a complaint on the portal doesn't achieve anything other than further wasting my time...
By Jon Sigurd Smith Johnsen from Lisbon on 25 Nov 2024, 14:26
Dubai handles 44 million tourist visas annually and portugal is not capable of even half a million. See the stark contrast and digital divide between the east and the west. Hope Portugal learnt like Dubai fast as furious
By Riya from Other on 25 Nov 2024, 15:27
Possibly it is time for a Class Action lawsuit !
By L from Lisbon on 25 Nov 2024, 16:00
A few campfire stories that I totally unfortunately understand. :(:(
Just to throw in a few
Bruce I hope you got a receipt from AIMA that you attended the appointment as a friend of mine was placed in the same situation…. But did get an no reply email from AIMA to say that as they hadn’t attended their interview their application has be refused due to lack of interest.:(( wi th no recourse..
I am also able to apply for permanent residency if they was a way of getting an appointment.
Yes I totally agree that 90% of peoples stress levels would drop with a certified GoV email reply saying that your application is being delt with,, here is your reference number…we will get back to you accordingly…
YES to class action!!
And go Dubai!! (However there is a slight Govcorp financial availability difference)
Love Portugal..just want to stay:)
By Luc from Other on 26 Nov 2024, 14:57