Submit a formal complaint
Everyone has the right to submit a complaint to the water authority about the way in which the water authority conducted itself in respect of them or someone else. In practice, this often concerns the behaviour of board members or civil servants.
Who can submit a formal complaint?
Anyone can submit a complaint. You can submit a complaint if you experienced inappropriate behaviour from one of our employees or board members. For example, you can submit a complaint if you feel that you are not being listened to seriously, or that you are being strung along, or if you were given incorrect information or no information at all.
What do you need?
- For personal use: DigiD medium level.
- For organisations: eHerkenning level EH2+.
- A description of the improper conduct of one of our employees or board members.
If you prefer to submit your complaint in writing, please send your complaint to:
Noorderzijlvest Water Authority
Postbus 18
9700 AA Groningen
How does the procedure work?
You will receive confirmation that your complaint has been received. You will then receive a letter explaining the next steps in the procedure. Please note that a complaint procedure can take several months. You can read more about processing times in our service standards.
- We may invite you for a meeting to find a solution.
- If this is not possible, your complaint will be processed by our external complaints committee.
- You will be invited by the committee to attend a hearing.
- The committee advises the Executive Board
- The Executive Board will decide on your complaint.
- You will receive our decision regarding your complaint.
Do you disagree with the decision?
Did we respond to your complaint and you disagree with our response? You can send your complaint to the National Ombudsman. You can read how to do this on the website.