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