Complaints handling

The IND wants to be transparent about its work, also if our clients do not think we are doing it well. Therefore, we give insight into how the IND handles complaints on this page. It is important to the IND that someone filing a complaint feels heard and that we learn from complaints. This way, we can improve our services.

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

12/22

342

140

6

11

3

1

-

503

11/22

471

213

11

9

4

-

-

708

10/22

317

154

7

3

3

4

-

488

09/22

201

168

8

3

4

6

-

390

08/22

112

132

7

2

2

5

2

262

07/22

126

161

5

2

4

1

2

301

Explanation of table

  • In December 2022, the IND received 503 complaints. Most complaints by far were about the processing time of an application by the IND (342 complaints) and about the provision of services by the IND (140).
  • In December 2022, 72% of complaints were handled within the legal term of 6 weeks. The average time for handling complaints was 4 weeks in December.
  • In December, 524 complaints were assessed by the IND:
    • valid: 409 complaints (= 78%);
    • invalid: 93 complaints (=18%).
  • The remaining 22 complaints (4%) were withdrawn by the client, forwarded to a partner in the immigration system, not possible to assess because further investigation turned out not to be possible, or were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).