The recent transition from the Serviço de Estrangeiros e Fronteiras (SEF) to the Agency for Integration, Migration, and Asylum (AIMA) in Portugal has been anything but smooth. Despite high hopes for improved efficiency, AIMA has faced a barrage of complaints and challenges. In this article, we delve into the details of this significant changeover and its impact on immigration services.
The dissolution of SEF, which had been responsible for managing foreign documents and administrative procedures related to immigration, marked a pivotal moment in Portugal’s immigration landscape. Established in 2007, SEF handled tasks such as document issuance, residence permits, and visa extensions. However, the government decided to disband SEF as part of broader efforts to enhance service efficiency.
On October 29, 2023, AIMA stepped in to take over SEF’s responsibilities. AIMA, with a budget of €81 million and 740 employees, aims to address the backlog of approximately 347,000 pending immigration cases and 340,000 visa renewals by year-end. Let’s explore the challenges AIMA faces and the impact on applicants and residents.
Challenges and Complaints:
- Document Delivery Woes:
- The bulk of complaints registered between October and November centered around problems with document delivery. Some applicants reported the loss of documents, while others faced delays in receiving essential paperwork.
- AIMA must urgently address these issues to prevent further frustration among applicants and residents.
- Appointment Scheduling Difficulties:
- Another common grievance pertained to scheduling appointments. Applicants struggled to secure timely slots for various immigration services.
- Streamlining appointment processes and ensuring better communication with applicants are critical steps for AIMA.
- Payment Problems:
- AIMA encountered challenges related to service fees. Some applicants faced difficulties paying fees, while others complained that payments made were not confirmed by the system.
- Improving payment systems and providing clear instructions can alleviate these concerns.
Comparing SEF and AIMA:
- Satisfaction Index:
- The SEF page had a satisfaction index score of 18.7 out of 100. However, AIMA’s Complaints Portal lacks a consumer rating at this time.
- Response and Solution Rates:
- SEF’s response rate was 16%, and its solution rate was 16.4%. AIMA needs to surpass these figures to regain public trust.
- AIMA’s performance in responding to and resolving complaints will be closely monitored.
While AIMA’s ambitious plans aim to streamline immigration services, the initial transition has been rocky. As the agency grapples with complaints and strives to resolve pending cases, it must prioritize transparency, efficiency, and effective communication. Only then can AIMA regain confidence and fulfill its mission of facilitating integration, migration, and asylum processes in Portugal.
Source: globalcitizensolutions.com, eportugal.gov.pt, aima.gov.pt, portugalresidencyadvisors.com
