Every day, our employees work to ensure a clean, safe, and tidy region. Fortunately, much goes well. However, it is possible that you may encounter a situation with which you are not or less satisfied. Do you feel that you have been treated or spoken to incorrectly? If so, please let us know. By taking signals, reports, and complaints seriously, we can improve our services.
On this page you will read:
- When you submit a report
- When you can file a complaint
- And how we deal with that
Report or complaint? This is the difference
There is a difference between a report and a complaint. Often, it concerns a report: something that needs to be resolved. Such as a problem with waste collection or public space that we can repair or clean up.
Examples of reports:
- Unemptied containers
- Uncollected bulky waste
- Waste left on the street
- Illegally dumped waste
- Missing or damaged containers
- Broken or missing environmental passes
- Loss of personal belongings
You can report this:
Note Have you made the same report multiple times regarding the same location, and has it still not been resolved after six months? Then you can file this as a complaint.
A complaint: you are dissatisfied with how you have been treated
A complaint is an expression of dissatisfaction regarding something Waardlanden or an employee has done, or failed to do, during work. It concerns the manner in which Waardlanden has behaved towards you.
Conditions for filing a complaint
We will handle a complaint if:
- the complaint has not previously been submitted and handled (we do not process the same complaint again));
- the situation occurred no longer than a year ago;
- no objection or appeal is available;
- there is no question of a criminal offense;
- the complaint does not concern policy and internal rules of Waardlanden;
- the content is not discriminatory or offensive
How can you submit your complaint?
You can discuss a complaint verbally with the employee themselves or with the supervisor. Together, we will try to reach a solution.
Are you not satisfied with the result? Then you can submit your complaint in writing to the complaints officer. Send an email to complaints@waardlanden.nl or send a letter to:
Waardlanden
Attn: Complaints Officer
Postbus 555
4200 AN Gorinchem
What should be included in your complaint?
Your complaint is written in the Dutch language and contains at least:
- your name, address, telephone number and email address;
- the date of the situation you are complaining about;
- a clear description of what happened;
- what you want to achieve with your complaint.
More information
You can find more information about the procedure in our complaints procedure:
View the complaints procedure here