Service standards
As a resident/customer of West Maas en Waal, you are entitled to good, fast, and correct service
from the municipality. We consider this important and work hard to achieve it. To show that we really mean it
, we have drawn up service standards. These are rules that we must adhere to,
so that you know what you can expect from us and what you can do yourself to receive fast and effective assistance
. If you believe that we are not meeting our service standards or if you have a suggestion for improving our
contact with you, please let us know.
When you arrive at the counter...
- And you made an appointment in advance? Then the waiting time is a maximum of 5 minutes.
- If you would like more privacy, a consultation in a consultation room is possible.
When you call us...
- When you call our central number 14 0487, we will answer the phone within 25 seconds.
- and we make a callback appointment, we will call you back within two business days if we cannot help you immediately.
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/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 your other letters and emails within six weeks.
- If it is not possible to complete the request within this period, an interim report will be sent within the period, explaining why the response is taking longer and when the requested information will become available.
If you wish to report...
... unsafe situations in your living environment, such as street lighting that does not work, overflowing sewers, loose tiles, or a fallen tree
- This can be done via the reporting center.
- This can be done via the municipal app 'MijnGemeente', which can be downloaded from the App Store or Google Play.
- You can do this by calling 14 0487.
- For urgent reports outside of opening hours, please call 06 5577 4455.
If you have a complaint...
- because we are not meeting your expectations? You can read how to submit a complaint on theSubmit a complaint page.