4.9.1.1. New initiatives by national authorities
Online resources
In 2022, national authorities continuously updated their websites to ensure that asylum applicants had access to detailed and up-to-date information. They re-designed already-existing information systems, while others relocated websites, developed new websites and produced leaflets to make it easier and faster for applicants to obtain information.
In Finland, the Finnish Immigration Service created a new homepage where applicants have quick access to key information on the asylum procedure and trending topics.Finnish Immigration Service | Maahanmuuttovirasto. (2022). Home. https://migri.fi/en/home In the Netherlands, the style and layout of the IND website underwent a complete transformation to improve the user experience.Immigration and Naturalisation Service | Immigratie- en Naturalisatiedienst. (2022, June 1). Onze nieuwe website is live [Our new website is live]. https://ind.nl/en/news/our-new-website-is-live Similarly, in Iceland, the Directorate of Immigration moved its website to the public service portal in order to improve accessibility, and the content of the site was reviewed and partially rewritten to enhance services for website visitors. A new online chat feature was also developed to address inquiries about the directorate’s services.Directorate of Immigration | Útlendingastofnun. (2022, September 19). The Directorate of Immigration website moves to island.is. https://island.is/en/o/directorate-of-immigration/news/directorate-of-i…
In France, OFPRA launched a new website to improve access to information and provide translations of content in languages frequently spoken by applicants and beneficiaries of international protection. A new section is dedicated to asylum professionals who work with applicants for international protection. The website is currently available in English and French.French Office for the Protection of Refugees and Stateless people | Office française de protection des réfugiés et apatrides. (2022, December 6). L'Ofpra a le plaisir de vous annoncer la mise en ligne de son nouveau site internet, désormais bilingue et responsive [OFPRA is pleased to announce the launch of its new website, now bilingual and responsive] [Tweet]. Twitter. https://twitter.com/Ofpra/status/1600147690431447041?s=20&t=G-qvsY9ryua…
In Latvia, the Office of Citizenship and Migration Affairs developed new leaflets that explain requesting asylum and receiving protection,Office of Citizenship and Migration Affairs | Pilsonības un migrācijas lietu pārvalde. (2022) Requesting Asylum in Latvia. https://www.pmlp.gov.lv/en/media/7903/download?attachment what happens after applying for asylum, including the outcome of the personal interview,Office of Citizenship and Migration Affairs | Pilsonības un migrācijas lietu pārvalde. (2022) After Requesting Asylum. https://www.pmlp.gov.lv/en/media/7906/download?attachment and details on accommodation, detention and family reunification.Office of Citizenship and Migration Affairs | Pilsonības un migrācijas Lietu pārvalde. (2022) After review of the application and performance of the personal interview. https://www.pmlp.gov.lv/en/media/7909/download?attachment
Additionally, steps were taken to ensure applicants were informed of the status of their application. This is important for applicants with pending cases, since a lack of clarity may result in absconding and secondary movements, not to mention having an emotional and mental impact on the applicant. For applicants waiting on a decision on international protection, the Office for Foreigners in Poland set up an SMS notification system.Office for Foreigners | Urząd do Spraw Cudzoziemców. (2022, September 6). Informacje SMS dla cudzoziemców oczekujących na decyzję ws. ochrony międzynarodowej [SMS information for foreigners waiting for a decision on international protection]. https://www.gov.pl/web/udsc/informacje-sms-dla-oczekujacych-na-decyzje-… At five stages in the procedure, information was provided on the following topics: registration of the application and case number, the summons to the hearing along with the date and time of the scheduled hearing, completion of the collection of evidence and the opportunity to comment on the case and review of the case files before issuing a decision, issuing a decision in the case, and transferring the case files to the Council for Refugees, in the event of an appeal.Office for Foreigners | Urząd do Spraw Cudzoziemców. (2022, September 6). Informacje SMS dla cudzoziemców oczekujących na decyzję ws. ochrony międzynarodowej [SMS information for foreigners waiting for a decision on international protection]. https://www.gov.pl/web/udsc/informacje-sms-dla-oczekujacych-na-decyzje-…
In-person and offline services
Projects in 2022 also focused on services and information provision through offline environments and live platforms, which foster human interaction and immediate replies to queries. For example, the Migration Agency in Sweden expanded its services in 11 new locations, where employees informed applicants about procedures and regulations, and supported them in navigating the agency’s website.Swedish Migration Agency | Migrationsverket. (2022, August 22). Nu erbjuds Migrationsverkets service på fler orter [The Migration Agency's service is now offered in more locations]. https://www.migrationsverket.se/Om-Migrationsverket/Pressrum/Nyhetsarki…
To enhance the quality of information supplied and make migration services more convenient, the Panevėžys branch of the Migration Department in Lithuania provided services to clients in new facilities.Migration Department | Migracijos Departamentas. (2023, January 1). Klientus Migracijos departamento Panevėžio skyrius pradėjo aptarnauti naujose patalpose [The Panevėžys branch of the Migration Department has started serving clients in new premises]. https://migracija.lrv.lt/lt/naujienos/klientus-migracijos-departamento-… The Office for Foreigners in Poland further organised information sessions on Saturdays, including details on the procedure, how to view case files, deliver letters and summons, and submit statements.Office for Foreigners | Urząd do Spraw Cudzoziemców. (2022, June 2). Zapraszamy na sobotę informacyjną [We invite you to the information Saturday] https://www.gov.pl/web/udsc/zapraszamy-na-sobote-informacyjna; Office for Foreigners | Urząd do Spraw Cudzoziemców. (2022, November 14). Zapraszamy na sobotę informacyjną [We invite you to the information Saturday]. https://www.gov.pl/web/udsc/zapraszamy-na-sobote-informacyjna2; Office for Foreigners | Urząd do Spraw Cudzoziemców. (2023, March 3). Zapraszamy na sobotę informacyjną [We invite you to information Saturday]. https://www.gov.pl/web/udsc/zapraszamy-na-sobote-informacyjna3
Several countries set up hotlines to provide information on the asylum procedure in a practical manner. The Office for Foreigners in Poland established a new hotline number for applicants,Office for Foreigners | Urząd do Spraw Cudzoziemców. (2022, April 11). Nowy numer infolinii urzędu [Office's new hotline number]. https://www.gov.pl/web/udsc/nowy-numer-infolinii-urzedu the Office of Citizenship and Migration Affairs in Latvia piloted a hotline,Office of Citizenship and Migration Affairs | Pilsonības un migrācijas lietu pārvalde. (2022, October 26). Pārvalde izstrādājusi ērti lietojamu migrācijas rīku un uzsāk migrācijas informatīvā tālruņa pilotprojektu [The Office has developed the migration tool easy for use and commences the pilot project of the migration informative phone]. https://www.pmlp.gov.lv/en/article/office-has-developed-migration-tool-… and the Spanish National Human Rights Institution (NHRI) established an on-call service, which is accessible around the clock, to provide information and support on asylum matters.European Network of National Human Rights Institutions. (2022). Strengthening human rights accountability at borders - Report. https://ennhri.org/strengthening-human-rights-accountability-at-borders…
National authorities have an obligation to provide information to potential applicants in detention facilities, at border crossing points and in reception facilities. During monitoring visits by the European Network of NHRIs, the Polish NHRI was observed disseminating multilingual pamphlets on international protection procedures at border guard stations, guarded centres and during field interventions.European Network of National Human Rights Institutions. (2022). Strengthening human rights accountability at borders - Report. https://ennhri.org/strengthening-human-rights-accountability-at-borders…; Office of Citizenship and Migration Affairs | Pilsonības un migrācijas lietu pārvalde. (2022, October 26). Pārvalde izstrādājusi ērti lietojamu migrācijas rīku un uzsāk migrācijas informatīvā tālruņa pilotprojektu [The Office has developed the migration tool easy for use and commences the pilot project of the migration informative phone]. https://www.pmlp.gov.lv/en/article/office-has-developed-migration-tool-…
The Dutch Research and Documentation Centre published a report on information provision by the COA at reception centres. Although initial information provided to applicants upon their arrival at the facility received positive feedback, applicants found that the current automated method does not foster interaction and they prefer group meetings to share information. The report also revealed that it was difficult to understand the information by applicants who do not speak English or have a low level of education.Central Agency for the Reception of Asylum Seekers | Centraal Orgaan opvang Asielzoekers. (2022, March 9). Onderzoek naar aankomstinformatie [Inquiry into arrival information]. https://www.coa.nl/nl/nieuws/onderzoek-naar-aankomstinformatie It recommended to tailor information for certain groups, such as those who are illiterate. It also suggested to use digital tools, such as social media channels and WhatsApp groups, to disseminate information, while staff members should build rapport and trust with applicants.Central Agency for the Reception of Asylum Seekers | Centraal Orgaan opvang Asielzoekers. (2022, March 9). Onderzoek naar aankomstinformatie [Inquiry into arrival information]. https://www.coa.nl/nl/nieuws/onderzoek-naar-aankomstinformatie
Assisted voluntary returns
Some national authorities launched new or continued with initiatives to inform third-country nationals about the possibility of support for assisted voluntary returns to the home country. In Austria and Cyprus the campaigns were targeted at Indian nationals through the homepages of the authorities.Asylum Service | Υπηρεσία Ασύλου. (2022). Indian Nationals. Want to Return Home? Make a new beginning right where you always wanted! http://www.moi.gov.cy/moi/asylum/asylumservice.nsf/index_en/index_en?Op…; Federal Office for Immigration and Asylum | Bundesamt für Fremdenwesen und Asyl. (2022, October 1). Jetzt verlängert: Sonderaktion für unterstützte freiwillige Rückkehr nach Indien [Now extended: Special campaign to support voluntary return to India]. https://bfa.gv.at/news.aspx?id=6341506C78743633334B4D3D
Continuing from 2021, the Norwegian UDI provided grants to organisations to inform individuals without a legal residence about assisted returns. The funding was available to non-profit, voluntary organisations, individuals and businesses and targeted people who were not residing in reception centres.Norwegian Directorate of Immigration | Utlendingsdirektoratet. (2022, November 4). Tilskudd til informasjonstiltak om assistert retur [Subsidy for information measures on assisted return]. https://www.udi.no/aktuelt/tilskudd-til-informasjonstiltak-om-assistert…
In Malta, the Voluntary Return Unit offered a free counselling session to third-country nationals who may benefit from voluntary return assistance.Voluntary Return Malta. (2022, April 22). Who can benefit from our voluntary return assistance. Facebook. https://www.facebook.com/photo/?fbid=162076972874662&set=a.117085397373… In Poland, a newly-established hotline provided information on assisted voluntary returns.Office for Foreigners | Urząd do Spraw Cudzoziemców. (2022, April 11). Nowy numer infolinii urzędu [Office's new hotline number]. https://www.gov.pl/web/udsc/nowy-numer-infolinii-urzedu
