Data from the Complaint Portal indicates that the volume of reported cases more than doubled between the first and second quarters of 2025.
Dissatisfaction among foreign citizens with the services provided by AIMA has been increasing on the Complaint Portal. Between January and August of this year, the platform received a total of 1,528 complaints filed with the Agency, reflecting the entity's various management issues. According to the data analysed, since the beginning of the year, there has been a significant variation in the number of complaints month to month, with peaks in April (225 complaints) and May (275 complaints). Even more significant was the 105% increase in the number of complaints in the second quarter, compared to the first quarter of the same year.
The analysis also shows that, in the last two months (July and August 2025), complaints increased 44.9% compared to the same period in 2024. Regarding the nationality of those who file the most complaints with AIMA, Brazilian citizens lead, followed by citizens of China and India.
Reasons for complaints
Among the main reasons for complaints reported by citizens are: inadequate or inefficient service (43% of complaints), including reports of inadequate support, denial of service, and failure to comply with legal obligations. Scheduling/contact difficulties account for 23% of cases, citing long wait times, inability to contact, and communication failures.
Among the issues cited are delays in processes and documentation (14%), technical and operational failures (12%), and problems with payments and transactions (5%).
Nuno Paias is one of the citizens who filed a complaint on the Complaint Portal: "It's extremely frustrating trying every possible way to get some kind of clarification from AIMA when you want to renew your certificate of residence, but the platform isn't working and there's no clarification. I call customer support numbers, and they don't answer, and I send emails, and they don't respond."
AIMA's page on the Complaint Portal reveals the agency's poor performance in responding to reported issues. It currently has a satisfaction rating of 18.1 out of 100, a response rate of 12.8%, and a resolution rate of 13.3%.
"When the lack of response—or inability to resolve issues quickly—by any public entity or agency is evident, consumer discontent is visible and reflected in complaints. Agencies like AIMA must create mechanisms that allow for greater agility in resolving cases between the entity and the emigrant community, in order to improve the service's negative reputation," emphasizes Pedro Lourenço, founder of Portal da Queixa.
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The problem with AIMA is no one, and I mean no one, will take responsibility for the lack of actions. Where is the leadership? Where is the plan to fix the issues? Where are the senior staff to motivate the employees? Nothing. Come on already, it’s 2025. Time to step into the 21st century! We are all complying with the requirements. The least AIMA could is their job.
By A V from Algarve on 08 Sep 2025, 21:17
That’s only counting the ones they’ve had time to read.
By Teresa Haley from Porto on 09 Sep 2025, 10:27
The method for raising a complaint against AIMA, as outlined in the yellow book (the electronic complaint facility), is complicated, and there isn't even an option to directly name AIMA, unlike other departments. I guarantee that this lack of clarity is intentional, and if it were made easier, the true number of complaints would likely be very embarrassing.
We all love Portugal and understand that it is a small country facing challenges that need to be addressed quickly, as it sis causing so much pain and worry to so many.
By Mark Rogers from Algarve on 09 Sep 2025, 11:00
We haven’t gotten to renewal yet, but if it’s anything like getting our drivers licenses exchanged it’s horrible. 13 months and 4 applications and no response yet except they took my money and gave me a number over a month ago with number 4. The IMT needs a total revamp.
By Dotty from Algarve on 09 Sep 2025, 11:37
Our renewal is coming up on Sept 22nd, 2025. I was able to upload my documents as we moved and mine was updated due to my name change for marriage. My husbands upload to renew is a nightmare. I gave up after so manny hours on line and went to Aima in Lagoa, but unable to find it on their Mapping. So today we went to the Portimao office and we are never able to get past the female security guard. I printed off a letter in Portuguese and english and put in all the documentation and she would not take the envelope. She pointed to the sign and said you have to do online. I showed her my phone and it showed the screenshot that i had already tried that avenue. She then said to wait and brought me a paper that said to send an email to the Camara site. I decided to send it as a registered mail and send to the office across from the fire station. I am hoping to get some sort of response. But to spend 6 + hours on line is absolutely riduculous. It would not submit unless i had a case number which i cannot seem to get. Their online system is broken and this is very frustrating. Hopefully the registered mail i sent today will get me some sort of response, if not, i will try doing the red book complaints, I am DONE with this stuff. No wonder expats leave this place. Such a nice place to live and we bought a condo, so we are committed to Portimao and helping the economy, but there is only so much a person can take with this awful SEF/ aima change. The Government will lose a lot of expats and the economy form housing, groceries and restaurants will be hurting. Yes, Expats are partly responsible for the housing cost increase in buying or renting but it is the Portuguese Government that needs to increase the minimum wage
By Lorraine from Algarve on 09 Sep 2025, 15:10
News should be unexpected events, not business as usual.
By Darren Johnstone from Porto on 10 Sep 2025, 13:38
I am facing significant difficulties as the imminent expiration of my residence permit will, within days, directly affect my ability to travel for family and work and may compel the closure of certain accounts and services linked to my EU residence status.
I thave requested for clarification as to when I can expect my residence status to be duly regularized. It used to be that one could renew within 6 months of expiration. Mine expires on the 22nd of September and the system says i am not eligible at this phase. Sometimes it gives random errors like date or syntax error.
It is very tiring and unsettling to be in limbo, not only with this application but also with citizenship application.
By AH from Lisbon on 11 Sep 2025, 11:14