Processed complaints
All complaints we receive are recorded. A table lists all formal complaints that have been processed.
Processed formal complaints
The water authority works on the continous improvement of its services. Complaints are an important indicator in this regard. All complaints we receive are recorded. The water authority aims to be transparent, which is why we publish this information. The table below lists all the complaints that have been processed.
| Date | Organisational entity | Job title | Conduct | Findings | Opinion | Conclusions | Date |
|---|---|---|---|---|---|---|---|
2024 No H9 complaints were processed in 2024. | - | - | - | - | - | - | . |
| 25 September 2023 | Water Systems & Water Safety | Licencing employee | Poor communication | The complaint is identical to a complaint on which a decision was taken previously. | Unfounded | No new facts or circumstances that would lead to a different opinion. | 21 November 2023 |
| 15 April 2022 | Water Systems & Water Safety | Team Manager | Exceeding deadlines and uncooperative attitude | The water authority is given very little time to respond on the substance. A deadline of two days is set. The water authority states it considers a response period of seven days to be reasonable. Ultimately, the water authority responds on the substance within eight working days. The water authority does not deliberately delay proposals for a thorough investigation by the expert. | Unfounded | The committee has ascertained that the water authority processes the complainant's case with the utmost care, transparency, and diligence. The water authority respons on time and, if a substantive response cannot be given, the complainant's solicitor is informed too. The water authority communicates continuously and only with the complainant's solicitor. This is because the complainant himself has chosen to have all communication take place via his solicitor. | 19 July 2022 |
Data included in the complaints register
The following information is included in the complaints register:
- Date: The date on which a complaint was received
- Organisational entity: The organisational entity in question
- Job title: The job title of the civil servant who is the subject of the complaint
- Conduct: Description of the conduct to which the complaint relates
- Findings: A representation of the facts established during the investigation of the complaint.
- The opinion: the assessment of the complaint
- The conclusions: The conclusions that the organisation draws for itself based on the opinion,
- Date: The date of the opinion