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
Mar.	203	116	7	39	-	-	2	369
Febr.	236	105	15	28	-	5	-	392
Jan.	233	153	4	18	6	6	-	420
Dec.	151	141	4	21	1	2	2	322
Nov.	169	167	6	17	1	4	1	367
Oct.	249	137	6	14	7	2	2	417

Explanation of table

In March 2024, the IND received 392 complaints. Most complaints by far are about the processing time of an application by the IND (203 complaints) and about the provision of services by the IND (116).
In March 2024, 78% of the complaints were handled within the legal term of 6 weeks. The average time for handling complaints was 5 weeks.
In March 2024, the IND assessed 404 complaints.
- Valid: 277 complaints (= 69%)
- Invalid: 79 complaints (= 19%)
The remaining 48 complaints (12%) were withdrawn by the client, were forwarded to a partner in the immigration system, could not be assessed because further investigation turned out not to be possible, or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).