Despite increasing its application processing capacity through the new Mission Structure, the Consumers Trust Labs barometer shows that complaints against the entity rose by 36.96% in the first quarter, totalling 504.

This scenario exposes a profound crisis of confidence, with the Satisfaction Index at only 17.2 points out of 100, placing the agency’s reputation as a systemic risk to Portugal’s attractiveness and competitiveness in the global talent market.

Detailed analysis of the complaints shows that the focus of dissatisfaction has shifted: administrative processes and documentation now account for 41.47% of criticisms, surpassing complaints about direct customer service.

Citizens point to serious flaws in data validation and delays in issuing residence permits, while the lack of transparency and difficulties in contacting the agency (35.52%) continue to fuel the perception of inefficiency.

With a response rate of only 12.7% and a resolution rate of 13.6%, AIMA consolidates its position in the “Top 3” of the most complained-about public entities, alongside IHRU and IMT, highlighting that technological modernisation has not been accompanied by effective communication.

AIMA’s immediate challenge is to be more proactive by increasing transparency about application status for citizens. This should be done alongside improving the efficiency of its digital platforms, which currently have a 6.15% failure rate, to build public trust. Failure to act risks compromising Portugal’s reputation as a destination for international mobility.