Complaint and notification procedure

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.