2021 Annual Report on Internal Complaint Handling
Introduction
The municipality West Maas en Waal everything it can to ensure that its services run as smoothly as possible. In most cases, these services are provided to everyone’s satisfaction. Sometimes, however, things don’t go as planned, and someone files a complaint. After all, these are services provided by people, and mistakes can happen.
The challenge is to minimize these errors, learn from these complaints, and adjust our services accordingly if necessary.
1. Legal Framework for the Right to File a Complaint
Anyone may file a complaint regarding the manner in which an administrative body or an employee has behaved toward them or another person in a particular matter. This is provided for in Section 9 of the General Administrative Law Act (Awb).
Examples of complaints regarding improper treatment include:
- improper treatment in terms of manners and decorum;
- failure to respond to correspondence (in a timely manner);
- failure to provide requested information;
- failure to fulfill commitments made.
The right to file a complaint does not apply to:
- reports: reports regarding undesirable situations in public spaces (e.g., broken streetlights, loose sidewalk tiles, or uncollected trash);
- objections and appeals: when someone disagrees with (the content of) a decision;
- policy: decisions by the executive board the council to carry out public duties in a specific manner.
The complaints procedure cannot be used if:
- the complaint has already been addressed under the complaints policy; or
- the complaint concerns an incident that occurred more than one year ago.
A complaint is filed with the administrative body against which the complaint is directed. Initially, an attempt is made to resolve the complaint through informal channels. Often, a meeting with the complaints coordinator or the employee or administrator involved is sufficient.
Sometimes it is not possible to resolve a complaint through informal channels. In that case, the complaint is handled internally in accordance with the West Maas en Waal Municipality Regulation on Internal and External Complaint Handling. The complainant and the person against whom the complaint is directed are heard by the complaint handler.
Finally, a resolution letter will be issued.
If desired, a complainant who is not satisfied with the resolution may submit the complaint to the Municipal Ombudsman; this constitutes the external complaint handling process.
2. Complaints
All complaints are treated confidentially. As a result, no names may be mentioned in an annual report, nor may any other information be published that could be traced back to the complainants. However, a brief description of the complaints is provided so that you can get an idea of what they pertain to.
In 2020, four complaints were received.
Internal Complaint Handling
- The complaint:
Difficulty reaching the municipal staff member handling the objection regarding administrative fees.
Resolution:
Informal complaint resolution: Resolved to the complainant’s satisfaction. - The complaint:
How to contact us regarding questions about municipal taxes
How the complaint was resolved:
Informal complaint resolution: Resolved to the customer’s satisfaction. - The complaint:
Method of communication regarding the reporting of a dangerous traffic situation.
Resolution:
Informal complaint resolution; Resolved to the customer’s satisfaction. - The complaint:
Method of communication regarding dog-related nuisance.
Method of resolution:
Informal complaint resolution; resolved to the complainant’s satisfaction.
External complaint handling
If the complainant disagrees with how the complaint was handled, they may submit the complaint to an ombudsman’s office. Every municipality is required to establish an ombudsman’s office (Article 9:18 of the General Administrative Law Act and Article 81p of the Municipalities Act). The municipality West Maas en Waal a local ombudsman, Ms. M.J. van Dasselaar, Esq., and a deputy ombudsman, Ms. S. Stokman-Prins, Esq.
Please note that complaints must first be addressed internally before anyone can file a complaint with the ombudsman. The ombudsman is required to report on his activities for the year 2020. You can read this report in a separate annual report, which is being provided to you at the same time.
The internal complaint handling in 2020 did not result in any complaints being submitted to the Municipal Ombudsman.
Complaints received over the past four reporting years:
| Fiscal year | Number of complaints |
|---|---|
| 2017 | 3 |
| 2018 | 4 |
| 2019 | 4 |
| 2020 | 4 |
3. Conclusion and Lessons Learned
It can be concluded that the annual number of complaints filed is low.
In recent years, the number of complaints has remained roughly the same, at 4 complaints per year.
In previous years, the majority of complaints were resolved through informal procedures. In 2021 as well, the complaints received were handled informally. A discussion with the complainant and, where appropriate, an apology proved sufficient to resolve the complaint.
Given the low number of complaints, communication between residents and employees of the municipality West Maas en Waal is West Maas en Waal going well.
The complaints received in 2021 all stemmed from communication—or rather, a lack thereof.
Thanks to the intervention of the complaints coordinator, these complaints were generally resolved quickly. It remains important that employees pay attention to their attitude and behavior toward residents and that agreements are honored.
An appropriate response to feedback from citizens and clear communication can prevent the need to follow a formal written complaint procedure. Providing citizens with complete and timely information is and remains essential.