Service Standards
As a resident/client of West Maas en Waal, you are entitled to good, fast, and correct service
from the municipality. We consider this important and are working hard to achieve it. To demonstrate our
commitment, we have established service standards. These are rules we must adhere to,
so you know what to expect from us and what you can do yourself to receive quick and effective assistance.
If you believe we are not meeting our service standards or have a suggestion to improve
contact with us, please let us know.
When you come to the front desk…
- and you made an appointment in advance? In that case, the wait time will be no more than 5 minutes
- and if you'd like more privacy, we can schedule a consultation in a private room
If you call us…
- Call our main number at 14 0487, and we’ll answer within 25 seconds
- and we'll schedule a callback; if we can't assist you right away, we'll call you back within two business days
If you send us a letter or email…
- We will send you a confirmation of receipt within 2 business days
- We will respond to your application or request for a product or service (such as a permit, exemption, subsidy, or benefit) as soon as possible and no later than the deadline specified by law
- We will respond to the substance of your other letters and emails within 6 weeks
- If the request cannot be processed within this timeframe, an interim response will be sent within the deadline, explaining why the response will take longer and when the requested information will be available
If you would like to report…
... unsafe conditions in your neighborhood, such as broken streetlights, overflowing sewers, loose pavers, or a fallen tree
- You can do this through the reporting center
- You can do this via the municipal app "MijnGemeente," available for download in the App Store or on Google Play
- You can do this by calling 14 0487
- For urgent reports outside of business hours, please call 06 5577 4455
If you have a complaint…
- because we haven't met your expectations? You can find out how to file a complaint on the "File a Complaint" page