Summary:
1,700 complaints filed against AIMA in its first year.
53% of complaints are about document delays.
24.9% decrease in citizen satisfaction compared to SEF.
AIMA currently has a Satisfaction Index of 15.3 out of 100.
Only 14.5% response rate from AIMA on complaints.
AIMA's Year of Complaints
The Integration, Migration and Asylum Agency (AIMA) has recorded more than 1,700 complaints within its first year of operation. A staggering 53% of these complaints stem from delays in obtaining documents.
Reported between October 29, 2023, and November 17, 2024, the majority of grievances are related to:
- Delays in document processing (53%)
- Difficulties in scheduling services (14.4%)
- Problems with document delivery, including reports of loss (14.4%)
- Challenges in contacting AIMA (12.1%)
- Issues using the online platform (3%)
The data reveals a significant decline in citizen satisfaction, dropping by 24.9% compared to the previous Foreigners and Borders Service (SEF). The average satisfaction rating for AIMA was 3.10, a notable decrease from SEF's 4.13.
According to the Complaint Portal, AIMA's response rate stands at 14.5%, with a solution rate of only 15.2%. The agency's current Satisfaction Index is alarmingly low at 15.3 out of 100. This decline in service quality has raised concerns among foreign citizens, who express frustrations regarding login difficulties and platform unavailability.
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