Introduction

Complaints are free advice for organisations. An opportunity to learn from mistakes and improve services and operations. It is important to handle complaints carefully. As a public waste service provider, we want to take an important step in this regard, which is why we have a complaints and notifications procedure. The objective of this procedure is to investigate, assess and oversee the handling and processing of complaints and notifications from residents.

Definition of complaint

A complaint is a verbal, telephone or written expression of dissatisfaction with the way Waardlanden behaved towards an external party in a particular matter  has worn.

Definition of notification

A report is a written or oral (notification) expression about an event, observed observation or fact related to Waardlanden's duties.

The complaints coordinator

This officer has the following duties:

1. Ensures registration of submitted complaints and notifications based on a fully completed 'complaint registration form';
2. Ensures written acknowledgement of receipt to the complainant/petitioner;
3. Ensures that the complaint/report is presented to the officer responsible for it (complaint handler) for handling;
4. Monitors that the complaint/report is dealt with within the specified timeframe;
5. Prepares a quarterly report to the board on registered complaints/reports. This will provide insight into the number and nature of the complaints, how they were handled and (if relevant) the measures implemented as a result of the complaints. No privacy-sensitive data will be included in the report.

Filing a complaint

A complaint can be submitted in writing or by e-mail.

• The letter of complaint shall be sent to: Waardlanden, attn. the complaints coordinator, PO Box 555, 4200 AN Gorinchem;
• By mail, complaints can be emailed to info@waardlanden.nl.

A complaint includes:

• Complainant's name, phone number and email address, if any;
• Details of the service about which the complaint arose;
• Relevant information about the complaint (facts, circumstances, dates or events complained about).

Submit notification

A report can be submitted verbally, in writing or by mail.

• Written reports should be sent to: Waardlanden, attn. the complaints coordinator, PO Box 555, 4200 AN Gorinchem;
• By e-mail, notifications can be mailed to info@waardlanden.nl;
• Oral reports can be made at 0183-681111 be reported.
• Notifications can be made at landlords.co.uk or in the Waardlanden app.

A notification contains:

• The reporter's name, telephone number and, possibly, an e-mail address;
• Relevant Information about the report (facts, circumstances, dates or events to which the report relates).

Treatment and handling of the complaint or notification

The procedure of handling and resolution is coordinated by the complaints coordinator:

• If the complaint concerns the complaints coordinator himself, he will be replaced by a person to be appointed by the Waardlanden board;
• The complainant will receive confirmation by e- mail or post from the complaints coordinator within 5 working days stating that the complaint has been considered and by whom it will be handled. The deadline for handling is set at 6 weeks;
• If the complaint cannot be dealt with within 6 weeks, the complainant will be informed in writing in good time (before expiry of the first period), stating the reason for the delay and the period within which a response will be given;
• If a complaint is not considered, the submitter will be informed by means of a reasoned mail/letter. The complainant can appeal this decision to the relevant municipality.
• The complaint handler ensures that:
  1. The file is studied to which the complaint relates and further gathers all relevant Information;
  2. Any further information from the complainant will be sought;
  3. It reviews the file and further information obtained and looks at it in relation to the complainant's arguments;
  4. The file is discussed with another person within the company as a check on their own interpretation (four-eye principle);
  5. A position is taken;
  6. That the complainant be informed of this position in writing with reasons;
  7. That this position is recorded in a complaint file;
  8. The complaints coordinator will receive a copy of the position taken.

Appeals

If the complainant (resident) does not agree with the handling of the complaint (including the decision not to handle a complaint), it can appeal to the municipality concerned. This must be done within three months of Waardlanden's position. There is also the option of submitting a complaint to the National Ombudsman. The National Ombudsman does not comment on policy or on the content of laws but rather on behaviour and performance of government tasks.

Duty of confidentiality

All persons involved in the handling of the complaint because of their position or their expertise have a duty of confidentiality regarding what has come to their knowledge in relation to the complaint and will, as far as possible, keep quiet about the facts and details of persons that have come to their knowledge in the process.

Registration of complaints and notifications

Employees of Waardlanden's customer contact centre use the AfvalRis system to register reports and complaints from residents about public spaces. The module 'MeldingKlacht' is available in AfvalRis (version 201045) for this purpose. 

Situations

Various situations may arise. For each situation, we consider whether it is a report or a complaint. A (formal) complaint must be registered and retained. The complaint handler works/acts according to a set procedure. A notification is not subject to registration/archiving. A notification can usually be acted upon immediately. Waardlanden uses the 'Report complaint' module in the AfvalRls system to deal with reports. Upon registration in this system, a notification form filler is created.

Financial statements

• Annual accounts 2023
• Annual accounts 2022
• Annual accounts 2021
• Annual accounts 2020
• Annual accounts 2019
• Financial statements 2018

Annual magazine

• Annual magazine 2023
• Annual magazine 2022
• Annual magazine 2021
• Annual magazine 2020

Budget

• Programme budget 2025
• Programme budget 2024
• Programme budget 2023
• Programme budget 2022
• Programme budget 2021
• Programme budget 2020
• Programme budget 2019

Uitvoeringsorganisatie Waardlanden is not a commercial company, but a partnership of the municipalities of Gorinchem, Hardinxveld-Giessendam, Molenlanden and Vijfheerenlanden. This so-called joint arrangement handles waste collection for and on behalf of the four municipalities.

The tasks of waste collection and processing have been formally transferred to Waardlanden. Waardlanden performs these tasks based on the adopted waste ordinances and municipal policies of the participating municipalities. The board of Waardlanden is formed by an alderman from each of the four municipalities: Alderman Mark de Boer, Alderman Ton van Maanen, Alderman Arco Bikker (chairman) and Alderman Jan Nederveen.

(📷 Studio Retouched)

Operating organisation

The Joint Arrangements Act (Wgr) is the main basis for cooperation between municipalities, provinces and water boards. The business management organisation is a light form of cooperation with a single board. In it, the board takes charge of the day-to-day business operations, under the supervision of the municipalities. The operational organisation can only be set up by so-called collegiate regulations. This automatically limits the cooperation to implementation or operational management, the legal responsibilities of that college.

Regulations and statutes

Organisation

• Joint operational management organisation Reinigingsdienst Waardlanden
• Framework procurement policy Reinigingsdienst Waardlanden 2020
  
  

Financial

• Financial regulation 2019
  
  

Complaints

Are you not satisfied with our service and have a complaint? If so, you can submit a complaint. You can send it to:

Waardlanden
Attn: Complaints coordinator
PO Box 555
4200 AN Gorinchem
E-mail: info@waardlanden.nl

Please note that telephone and verbal complaints and complaints on social media cannot be handled by us.

More information can be found in the complaints and notification procedure.

Paper association volunteers can sign up for the 'Safe Waste Paper Collection' course here.

For questions, please contact paper coordinator Jos de Lorm: 06-51406861.
Or send an e-mail papier@waardlanden.nl.

Sign up for 'Safe waste paper collection' course

Do you want to be a driver on a modern cleaning vehicle? Do you dream of being a maintenance engineer in a professional workshop? Would you like to contribute to a beautiful, clean living environment in our beautiful region together with enthusiastic colleagues? Then a job at Waardlanden is just the thing for you.

With a team of some 110 employees, we provide daily waste and raw materials collection for the municipalities of Gorinchem, Hardinxveld-Giessendam, Molenlanden and Vijfheerenlanden. We value a social staff policy. We offer our employees collective and supplementary health insurance and disability insurance. And thanks to a generation pact, older employees are given the opportunity to reduce their working hours earlier. Employment conditions that our people value highly.

Vacancies

There are currently no vacancies.

Waardlanden is a socially aware cleaning company. We work hard every day to help you residents in the municipalities of Gorinchem, Hardinxveld-Giessendam, Molenlanden and Vijfheerenlanden to keep discarded products and materials available for reuse and recycling in the best possible way. We do this by offering various options and services to separate waste and raw materials. Our spearheads are sustainability and corporate social responsibility.

Towards a new waste and resources policy

'Together for a waste-free and clean municipality' is the title of the new waste and raw materials policy plan. The title indicates the central goal Waardlanden and the municipalities want to work towards in the coming years. The plan describes the strategy and measures that should lead to more and better separation of reusable waste (raw materials) and reduction of the amount of residual waste. But also towards a cleaner municipality.

• Strategy paper 2021 - 2025, Together for a waste-free and clean municipality

To substantiate the chosen strategy and measures, a scenario study was carried out, a catalogue of measures was drawn up and a vision document for the environmental centres was prepared.

• Scenario study on future collection systems Waardlanden municipalities
• Possible measures new waste and raw materials policy Waardlanden municipalities
• Vision document, Another look at Waardlanden's waste recycling centres

The colleges of mayors and aldermen of the Waardlanden municipalities adopted the plan and other reports in early April 2021. The colleges submit the plan to the municipal councils.

What do residents think?

Residents were explicitly involved in the creation of the new waste and raw materials policy. Wishes, motives and perceptions were inventoried in spring 2020 with a residents' survey. Good suggestions came out of this survey. We supplemented these suggestions with our suggestions and possible measures, and submitted them again in a second residents' survey in early 2021.

• View the resident survey results report here (May 2020)
• View the resident survey results report here (March 2021)

Want to know more?

Find answers to frequently asked questions about:

• Reverse collection in Vianen
• The new waste and resources policy

Is your question not here? And do you have wishes and ideas about 'more raw materials, less residual waste'? To the contact form, we are happy to help.

• Location name: North House
• Street + no: Noorderplein 1
• Postal code: 4225 RT
• Place: Noordeloos
• Note opening hours: Open on the last Wednesday of the month from 10 a.m. to 12 p.m.

• Street + no: Aaksterveld 2
• Postal code: 4233 GC
• Place: Ameide
• Tuesday: 10:00 - 12:00