Portugal's Agency for Integration, Migration and Asylum (AIMA) claims complaints have dropped by roughly 50% compared to 2024, but the union representing its workers argues this statistic masks a deeper problem: barriers that prevent migrants from filing complaints in the first place.
Why This Matters
• Processing times remain long: Residence permits take 3 to 6 months on average, with some renewals stretching to 18 months.
• Staffing dispute: AIMA claims a net gain of 139 workers since July 2024; the union says 19% of staff left in the same period.
• CLAIM network expansion: About 100 municipal centers and roughly 50 association partnerships now assist migrants locally.
• Pending cases: An estimated 40,000 to 60,000 processes remain unresolved, with 124,000 cases backed up in administrative courts.
Two Competing Narratives
The truth depends on who you ask — and how you measure success.
AIMA president Pedro Portugal Gaspar, speaking at the University of Évora during the launch of a new Local Support Center for Migrant Integration (CLAIM), pointed to what he called "overwhelming production numbers." In 2025, the agency handled more than 600,000 appointments and issued over half a million residence cards. Complaints naturally arise from such volume, he acknowledged — wrong addresses, card errors, administrative slips — but the trend has reversed decisively.
Yet the Migration Technicians Union (STM) sees it differently. The drop in complaints, they argue, doesn't reflect better service. It reflects exhaustion. When phone lines stay jammed, emails go unanswered for months, and appointment requests stall indefinitely, people simply stop trying to complain. The system, in their view, has made itself harder to challenge.
What the Numbers Actually Show
Contradictory data complicates the picture. While AIMA leadership cites a 50% complaint reduction, a separate analysis from Portal da Queixa found an 8.43% increase in complaints during the first four months of 2026 compared to the same period in 2025. That report documented 643 formal complaints, with response rates of just 14.7% and resolution rates at 15.4%. Global satisfaction hovered near 18.7%.
The staffing debate follows a similar pattern. AIMA reports growing from 701 employees in July 2024 to 840 today — a net increase of 139 workers, roughly 20%. The union counters that raw hiring numbers hide a retention crisis: 19% of staff departed during the same window, and they estimate fewer than 2% of new hires remain after six months. Experience, not headcount, determines whether cases move.
An additional 150 positions are currently in recruitment, some destined for regional offices outside Lisbon. Whether those roles fill — and stay filled — remains uncertain.
Processing Times: What Migrants Can Actually Expect
The agency's own data reveals significant variation depending on request type and submission channel.
Online renewals show the clearest improvement: a median processing time of 21 days compared to 60 days for in-person submissions. The D7 passive income visa processes in a median of 19 days; student visas average 21 days. EU citizen registrations take roughly 28 days.
But more complex categories tell a different story. Family reunification can require up to nine months. Golden Visa processing ranges from 12 to 18 months — sometimes longer for cases caught in older backlogs. Digital nomad visas sit around three months median.
The practical implication: anyone submitting paperwork should expect delays and plan accordingly. Temporary proof of approval documents exist precisely because cards take time.
The CLAIM Network: Help on the Ground
For migrants navigating the system, the expansion of CLAIM centers offers one concrete improvement.
These local support offices now number approximately 150 nationwide. About 100 operate through municipal partnerships, providing direct assistance with documentation and integration. Roughly 50 work through associations, and eight or nine sit within universities — including the newest at the University of Évora, whose launch prompted this week's announcements.
Not all CLAIM offices perform identical functions. Some handle actual document processing, effectively decentralizing AIMA's work. Others focus on information and integration support. The university-based centers, in particular, tend toward guidance rather than paperwork.
For migrants outside major cities, these offices can mean the difference between traveling to Lisbon repeatedly and resolving issues locally.
What This Means for Residents
Anyone dealing with AIMA should understand the current reality:
Expect delays, but use digital channels when possible. Online renewal submissions process roughly three times faster than in-person requests. If your situation allows it, avoid physical offices.
Use CLAIM centers. With 150 locations now operating, local support exists in many municipalities. Check whether your nearest office handles documentation or only provides information — adjust expectations accordingly.
Keep temporary documentation current. If you've received approval but still await your card, ensure you have valid proof of status. Processing backlogs mean interim documents matter.
Don't assume silence means progress. The core criticism from the union is that the system makes complaint difficult. If your case stalls, document your contact attempts. Persistent follow-up through multiple channels — CLAIM offices, the complaints book (Livro Amarelo), and direct email — creates a paper trail.
Lawyers now have dedicated channels. Following criticism from the Portuguese Bar Association, AIMA established a specialized room and two exclusive service counters at its Anjos office in Lisbon specifically for legal professionals. Monthly coordination meetings now occur between the agency and the Bar.
The Deeper Question
Beyond operational metrics lies a structural tension. AIMA inherited roughly one million pending cases from the former SEF (Foreigners and Borders Service). By official count, about 30,000 complex cases remain from that original backlog — though legal sources estimate 40,000 to 60,000 active cases persist when including newly filed matters.
The 124,000 immigration cases currently pending in administrative courts suggest resolution for many comes only through litigation, not administrative action.
Strike action in June 2026 by AIMA workers, protesting deteriorating conditions, signaled internal strain. Retention of experienced staff remains the unaddressed variable in every efficiency statistic the agency publishes.
The question for anyone navigating immigration in Portugal isn't whether complaints have fallen. It's whether the system has actually improved — or simply become harder to challenge.
