Service standards

We believe it is important that residents, entrepreneurs, and other government agencies can easily find us and that they receive prompt assistance. We are committed to providing you with the best possible service. Our service standards outline what you can expect from us.

General

  • We will respond to you in a friendly and respectful manner.
  • We make concrete agreements and stick to them.
  • If we are unable to assist you, we will work with you to find the appropriate agency.
  • We are happy to discuss the possibilities we can offer you.
  • We handle your personal data and information with care. We comply with the Personal Data Protection Act.

Services and products

  • Information about our services and products is up-to-date, accurate, understandable, and easily accessible.
  • Our services and products indicate what information you need when submitting an application. They also state any costs involved and how long the procedure will take.
  • Information about our services and products can be found on theReport and arrange page.
  • You can report issues via the contact form on our website. You can also indicate whether you would like us to contact you.

Complaints

  • We do our best to help you as much as possible. However, it may happen that you are not satisfied and wish to file a complaint.
  • Our website clearly explains how and where you can submit a complaint. You can find this information on theReporting and Complaints page.
  • You will receive written confirmation of receipt within five working days. This will state which department is handling your complaint.
  • Within four weeks, you will receive a response stating whether your complaint will be handled by us or by the independent complaints committee.

Social media

Telephone

  • On business days, you can reach us from 8:00 a.m. to 5:00 p.m. at 050 304 8911. Within 25 seconds, you will always be connected to a representative or an automated message.
  • If the requested employee or department is unavailable, we can transfer you to a colleague. Alternatively, we can schedule a callback for you. If you call an employee and they are unavailable, you can leave a voicemail message. We will call you back within one business day.

Visit

  • You are welcome to visit our office at Stedumermaar 1 in Groningen. We are open from 8:00 a.m. to 5:00 p.m. Please make an appointment first, so you don't have to come for nothing. You will find all the information you need on theContactpage.
  • When you have an appointment with one of our employees, you will be picked up at the reception desk.
  • If you come to the desk with a question or a problem, we will arrange an appointment with the relevant employee. Sometimes this can be done immediately. If not, we will make an appointment for another time.

Email and mail

  • We record all requests for information, wishes, or questions.
  • You can send an email to info@noorderzijlvest.nl. You will always receive a confirmation of receipt. We will respond to your email within three working days. If it is not possible to provide a substantive response within three days, you will receive a message indicating when you can expect a substantive response.
  • You can send a letter to Waterschap Noorderzijlvest, PO Box 18, 9700 AA Groningen. Within three working days, you will receive a confirmation of receipt from us stating which department will handle your letter. We will respond to all letters within four working weeks of receipt. If different legal deadlines apply, we will include this in the confirmation of receipt.

Increasing customer satisfaction

We believe it is important to honor our commitments. That is why we regularly survey our customers to gauge their satisfaction. We are also constantly looking for ways to improve our services. Is there anything we can do to improve our services, or are you very satisfied? Let us know! Your comments and ideas are more than welcome.