COVID-19: FAQs about the operation of Public Services

In the current context of extraordinary measures to respond to the epidemiological situation of the new coronavirus / COVID-19, extraordinary measures were adopted concerning mainly the organization and functioning of Public Services.
Thus, we share the answers to frequently asked questions on this topic, both generic (from 1 to 4), and specific to Citizens and Companies (from 5 to 14), as well as to Public Services (from 15 to 17). Answers are also available in Hindi (hi), Mandarin (zh), Nepalese (ne) and Russian (ru).


In Order No. 3301-C / 2020, of March 15, measures of extraordinary, temporary and transitory nature are adopted, concerning  public services for citizens and companies, including consular services, in the context of combat of the outbreak of COVID-19 virus. The purpose  of these measures are both to discourage physically going to public services, thereby avoiding unnecessary social contacts, and also to create health and safety conditions for clients and workers, mainly in services that continue to serve the public.

The approved measures are aimed at all citizens and companies that need to use public services during the period that the exceptional measures to combat the COVID-19 virus, approved by health authorities and the government, are in force. There are also some measures concerning the actions of management and those responsible of each service.
The measures are effective from March 15th and will remain until further indications, with the exception of the measure indicated in points 13 and 14, whose effects are shown below.
Not necessarily. Assistance in public health and home affairs services, or in others whose special nature requires specific measures, obey to specific rules created for each case.
Information is provided exclusively online or by telephone, in order to avoid unnecessary travel to the public services’ facilities.
Face-to-face service is provided by prior appointment, limited, as a rule, to services that cannot be provided electronically and to acts qualified as urgent.

The pre-scheduling for public services is done through the ePortugal Portal and over the Contact Lines created for Citizens and Companies. Also the services and public entities’ specific lines can be used to schedule a face-to-face service.

The services and acts that may be subject to face-to-face assistance will be identified by the Government or by each one of the respective sector areas. This information can also be consulted on the ePortugal Portal.

Two lines were created to support the use of digital public services by telephone: one for citizens and another for companies. The Citizen Contact Center can be accessed through the number 300 003 990 and the Business Contact Center can be accessed through the number 300 003 980.
Yes. The number of people who may be within the facilities of publicservices and entities must be limited to one third of their capacity. It is the responsibility of the agency or service to determine the specific number of people who may be inside the premises, in compliance with the safety distance between people, in accordance with the recommendations of the World Health Organization and the Directorate-General for Health guidelines.
Payments should preferably be made electronically (ATM, MBway or other).

Yes. The frontline of public attendance or the full shutdown of facilities and services can be suspended, both by indication of  the competent health authorities as well as by temporary unavailability of systems or by the decrease or inexistence of available human resources.
There may be an insufficiency of human resources in the services due to illness, their own or that of a dependent, prophylactic isolation or urgent assistance to a child or other dependent under 12 years of age. 

Also, in the case of urgent assistance to a child or other dependent with a disability or chronic illness, regardless of age, resulting from suspension of face-to-face teaching and non-teaching activities at a school or social establishment.

You can obtain that information on ePortugal Portal.
You can choose the online renewal option whenever possible, by consulting this information on the ePortugal Portal. However, national authorities accept documents whose validity period expired from 24 of February 2020 until the 30 of June, for all legal purposes.

Among the expired documents from 24 of February that will be accepted by the authorities until 30 of June, are, for example, the citizen's card, the driving license, the criminal record, as well as certificates, documents and visas related to the permanence in national territory. All documents that are subject to renewal and whose validity period expired from 24 of February on will not have to be renewed now and will be accepted for all legal purposes until 30 of June.

Those responsible for public bodies and services must post information, at the entrance of the facilities, about the constraints of face-to-face assistance. The information posted must contain telephone and e-mail contacts for the service, if any, as well as the numbers of the Citizen Contact Centers and Companies.

Services should also pay special attention to telephone assistance and electronic response to contacts via e-mail, in order to inform citizens and companies about the content of the measures adopted and to inform them about alternatives to face-to-face assistance.

Public services must also actively communicate with citizens and inform them about the digital services available, promoting the use of the Digital Mobile Key.

Concerning face-to-face assistance, service managers must identify the workers at risk, due to their age or special health conditions and adapt, as far as possible, the respective working conditions to the current Contingency Plan. These workers, men and women, should preferably be assigned to BackOffice functions or be placed in teleworking regime.
Yes. Services must report daily information about their opened and closed public assistance points to the Agency for Administrative Modernization (AMA), using a reporting model provided by this entity. 

Stay at home. Use online assistance and telephone support for remote services


Migrant Support Line

808 257 257 (landline)
21 810 61 91 (mobile and abroad)
 

National Support Centres for the Integration of Migrants (CNAIM)

Face-to-face service at CNAIM Norte, Lisboa and Algarve is conditioned. Avoid unnecessary travel. Opt for the telephone service, through the Migrant Support Line, app My CNAIM or by email.

CNAIM Lisbon

Face-to-face service by appointment only
Rua Álvaro Coutinho, 14
1150-025 Lisboa
Fax: 21 810 61 17
Website: www.acm.gov.pt
E-mail: cnaim.lisboa@acm.gov.pt

CNAIM North
Face-to-face service by appointment only
Av. de França, 316
Edifício Capitólio
4050-276 Porto

Tel: 22 207 38 10
Fax: 22 207 38 17
E-mail: cnaim.norte@acm.gov.pt

CNAIM Algarve
Face-to-face service by appointment only
Loja do Cidadão
Mercado Municipal, 1.º Piso
Largo Dr. Francisco Sá Carneiro
8000-151 Faro
E-mail: cnaim.algarve@acm.gov.pt 

PO ISE: fundos.portugal2020@acm.gov.pt
FAMI: fundos.comunitarios@acm.gov.pt

FAQs about the operation of Public Services, also available in Hindi (hi), Mandarin (zh), Nepalese (ne) and Russian (ru).

Doctors of the World Portugal' Guide on COVID-19:

. Arabic (ar)
. Bengali (bn)
. English (en)
. Finnish (fi)
. French (fr)
. Fula (ff)
. German (de)
. Hebrew (he)
. Hindi (hi)
. Italian (it)
. Japanese (ja)
. Mandarim (zh)
. Mandinga (man)
. Moldovan (mo)
. Nepalese (ne)
. Netherlands (nl)
. Polish (pl)
. Portuguese (pt)
. Romanian (ro)
. Russian (ru)
. Spanish (es)
. Swedish (sv)
. Tigrinya (ti)
. Turkish (tr)
. Ukrainian (uk)
. Urdu (ur)

IOM’s information leaflet on COVID-19:

. Arabic
. Amharic
. Bambara
. Bengali
. Chinese
. Edo
. English
. Esan Ishan
. French
. Fula
Georgian
. Hausa
. Igbo
. Italian
. Kurdish Sorani
. Mandinka
. Pachtou
. Pidgin
. Romanian
. Russian
. Somali
. Soninke
. Spanish
. Tigrinya
. Urdu
. Wolof
. Yoruba

The information presented is purely indicative, with the main purpose  to provide general guidance without exempt, at any case, the consultation with the competent authorities and the use of professional advice regarding the addressed themes

Migrant Support Line

This hotline is working from Monday to Friday between 9:00 am and 7:00 pm. Get more information here.

Powered By Liferay

Fechar popup

Bem-vindo ao novo portal do Alto Comissariado para as Migrações

Procuramos reunir aqui um conjunto de informação essencial e de interesse para os migrantes. No entanto, sabemos que este é um trabalho contínuo que nunca está terminado.

Contamos consigo para tornar este site mais completo. Se souber de alguma informação que deva ser adicionada ou corrigida, entre em contacto connosco através do acm@acm.gov.pt.