As reported by AIMA, the agency handled over 60 percent more effective attendances between January and June than during the same period last year.

Operational capacity

The increase was recorded consistently throughout the six months, which the agency attributes to measures introduced to reorganise its services and enhance operational capacity.

Meanwhile, the proportion of complaints relative to attendances fell substantially.

AIMA recorded 35.8 percent fewer complaints than in the first half of 2025, while the average complaint rate dropped from 6.9 percent to 2.7 percent.

According to the agency, the figures reflect improvements in the organisation of its services, its ability to respond to citizens and the overall quality of the assistance provided.

Positive feedback

There has also been an increase in positive feedback, with an average of around 32 compliments a month at its shops between January and June, which it says reflects growing recognition from citizens of improvements to its services.

During the same period, AIMA joined the Electronic Complaints Book (Livro Amarelo Eletrónico), giving citizens an additional digital channel through which to submit complaints and other feedback.

The agency said the system is intended to make it easier for people to communicate with AIMA while increasing transparency and accessibility, complementing existing channels for citizen participation.