IND will henceforth publish the number of complaints

Last update: 11 November 2022

The IND likes to be open and transparent about its work, even if applicants find that we are not doing it well. That is why from now on monthly access will be given to the handling of complaints. The IND considers it important that people who submit complaints feel that they are heard and that something is learnt from them. In this way the services can be improved.

The IND distinguishes complaints about the processing time, services (such as accessibility by telephone), treatment (attitude and behaviour of IND staff members), policy and IT matters, (including the functioning of the website and MyIND). 

In October 2022 the IND received 488 complaints. This was relatively many compared to the months before. Most of the complaints by far were about the processing time of an application (317) and about the services (154). 81% of the complaints in October were processed within the statutory time limit of six weeks. The average processing time of a complaint was five weeks. 70% of the of the complaints handled in October proved to be justifiable.   

On this web page there will be an update of the number of complaints each month.