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
Nov	131	98	5	7	3	3	-	247
Oct	153	121	5	6	3	4	-	292
Sep	127	132	3	7	1	3	-	273
Aug	141	118	5	5	3	4	1	277
July	176	140	14	1	6	3	-	340
June	112	115	1	23	-	5	1	257
May	157	135	7	58	1	6	-	364

Explanation of table

In November 2024, the IND received 247 complaints. Most complaints by far are about the processing time of an application by the IND (131 complaints) and about the provision of services by the IND (98).
In November 2024, 90% of the complaints were handled within the legal term of 6 weeks. The average time for handling complaints was 3 weeks.
In November 2024, the IND assessed 233 complaints.
- Valid: 163 complaints (= 70%)
- Invalid: 44 complaints (= 19%)
The remaining 26 complaints (11%) were withdrawn by the client, were forwarded to a partner in the immigration system, could not be assessed because further investigation turned out not to be possible, or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).