The UDI's service declaration
The UDI wants to provide a good service for its users. You should receive friendly, quick and correct information when you contact us.
The declaration applies to everyone who applies for protection (asylum), assisted return, a visitor's visa, a residence permit for work, a permanent residence permit, family immigration, Norwegian citizenship, a study permit, an immigrant's passport and a refugee travel document. It also applies to lawyers and others who have been authorised by the applicant.
The different parts of the UDI's service declaration
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Employees in the UDI are obliged to
- provide correct and relevant information
- inform you about what information we need to process your case
- give you access to information about your case if you so wish
- maintain a high level of competence and process your case in a professional manner
- comply with the duty of secrecy and handle the information you give us confidentially, both while the case is being processed and after it has been decided
- answer you within three weeks when you send us a letter (this does not apply to applications)
- have up-to-date information about case processing times for different kinds of cases
- inform you about your right of appeal if your application is rejected
- provide information to asylum seekers about case processing procedures, rights and obligations before they are interviewed
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You can expect us to
- be obliging and available for you
- provide personal guidance and information in a way that is understandable
- answer questions sent via the contact form within the time stated when you completed the form
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We expect you to
- use the Application Portal Norway if possible, and otherwise, use the correct application form and ensure that it is filled in correctly
- provide your correct identity and help to ensure that we receive sufficient and correct information
- ensure that the UDI receives all necessary documentation
- notify the UDI via our online form if your situation changes in a way that could have a bearing on your case
- notify the UDI via our online form if you change your email address or mobile phone number, so that we can send you information via email or text message
- notify us if you move (if you hold a residence permit, notify the Population Register, if you are an asylum seeker, notify the police)
- have your complete name written on your letter box so that our letters can easily reach you
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Are you satisfied or dissatisfied with the service you have received from us?
We hope that you will give us feedback if you are satisfied or dissatisfied with our service. You can send an email to onlinesupport@udi.no.