Submit a complaint

Are you dissatisfied with our services? Then we would like to know. Your complaint may concern the way in which we perform our tasks, but also how you were treated by one of our employees. In such cases, you can submit a complaint to us.

A complaint or a report?

Complaints relate to conduct or failure to act on the part of (an employee or director of) the water board. For example, you can file a complaint if an employee has treated you unfairly or if a previous report has not been responded to adequately.

If you see something that requires action by the water board, you can report it. For example, if you see water pollution, blue-green algae, or a muskrat, if there is something wrong with the water level, or if maintenance is needed. Reports therefore relate to the tasks performed by the water board.
See the Reports page for more information.

How do you file a complaint?

Online

Submit your complaint using the digital form.

Submit a complaint

By letter

Submit your complaint by letter.

Hollands Noorderkwartier Water Authority
Postbus
1700 AG Heerhugowaard

Please clearly state in your letter:

• what your complaint is about;
• where and when it happened;
• your name, address, phone number, and email address;
• the date.

Handling your complaint

If you submit a complaint to us, a member of staff from the water board will contact you as soon as possible to discuss your complaint.

Informal complaint handling is the starting point. We try to resolve the complaint informally, for example by telephone or in a meeting around the kitchen table. If we are unable to reach a mutual agreement or if you wish to have your complaint handled formally, the complaint will be formally handled by the Complaints Handling Team.

The formal complaint procedure is regulated by law. A characteristic feature of the formal complaint procedure is that a hearing is held in which the complainant and the employee(s) involved are heard. The Complaints Team investigates the complaint and then draws up a report. Our secretary-director then makes a final decision on the complaint that has been submitted.

The law stipulates that certain complaints do not have to be dealt with. These include complaints for which a formal complaints procedure has already been followed, or complaints relating to events that took place more than a year ago.

The National Ombudsman

If you disagree with the final decision on your complaint, you can contact theNational Ombudsmanat.

Mediation

It is also possible to use (pre)mediation to avoid a complaints procedure. See the Mediation page for more information.

Annual reports

The Complaints Handling Team compiles an annual report on complaints and also makes recommendations to the organization. The last five annual reports can be found below: