AIMA: 60% more appointments and fewer complaints in the first half of 2026 — union disputes the picture

According to AIMA, attendances at its service desks (Lojas AIMA) rose by more than 60% in the first half of 2026 compared with the same period of 2025, and complaints fell by 35.8%: the complaint rate dropped from 6.9% to 2.7%. The agency also joined the public administration's electronic complaints book, the Livro Amarelo Eletrónico. The STM union argues that fewer complaints partly reflect how hard it is to reach AIMA — unanswered emails, congested phone lines and staff shortages — and asks the agency to publish its service metrics. Separately, AIMA reported on 9 September that the online renewal portal was temporarily unavailable.