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%.