Complaints handling
The IND distinguishes these categories of complaints.
- Processing time: these are complaints about the processing times of applications.
- Service provision: these are complaints about the provision of services by the IND, such as accessibility by phone, the option to plan an appointment at a desk, taking biometrics, issuance of documents or information provision.
- Treatment: these are complaints about the conduct or behaviour of IND staff members.
- National Ombudsman (NO): These are interventions by the National Ombudsman that have been forwarded to the IND.
- Policy: these are complaints about the aliens policy and the implementation of this policy by the IND. This category also contains complaints that are not against the IND and will be forwarded to partners in the immigration system under policy.
- IT affairs: these are complaints about the performance of the IND website, MyIND, the Business Portal, Solicitor Portal, etc.
Complaints processing table
| Month | Processing time | Service provision | Treatment | NO | Policy | IT | Other | Total |
|---|---|---|---|---|---|---|---|---|
| Sep | 124 | 136 | 9 | 26 | 1 | 1 | 1 | 298 |
| Aug | 105 | 105 | 9 | 22 | 1 | 2 | 1 | 245 |
| July | 175 | 149 | 12 | 11 | 4 | 2 | 5 | 358 |
| June | 143 | 95 | 4 | 12 | 3 | 1 | 1 | 259 |
| May | 153 | 108 | 5 | 7 | 6 | 4 | 1 | 284 |
| Apr | 122 | 121 | 3 | 8 | 6 | 5 | 2 | 267 |
Explanation of table
- In September 2025, the IND received 298 complaints. Most complaints by far are about the processing time of an application by the IND (124 complaints) and about the provision of services by the IND (136complaints).
- In September 2025, 80% of the complaints were handled within the legal term of 6 weeks. The average time for handling complaints was 5 weeks.
- In September 2025, the IND assessed 265 complaints.
- Valid: 190 complaints (= 72%)
- Invalid: 49 complaints (= 18%) - The remaining 26 complaints (10%) were withdrawn by the client, were forwarded to a partner in the immigration system, could not be assessed because further investigation turned out not to be possible, or were inadmissible.
- The column ‘other’ concerns complaints about, for example, interpreters or facilities.
Handling complaints is prescribed in the General Administrative Law Act, chapter 9 (in Dutch: Algemene wet bestuursrecht or AWB).