Complaint procedure in procurement
We have a complaints procedure for tendered services, thus complying with the Procurement Act. The complaints procedure contributes to the prompt and careful handling of complaints.
Requirements
The complaint policy states, among other things, that we:
- appoint at least two persons within our organization to act as an independent point of contact. These individuals will have an understanding of procurement and contracting, preferably a legal background and will not be involved in the procurement about which the relevant complaint is made;
- Include in our procurement policy a description of the complaints procedure;
- In every procurement, notify business owners where they can file a complaint and how the complaint process works.
File a complaint with our business complaint hotline.
Does your complaint relate to a specific procurement and/or to actions under the Procurement Act? Then you can submit a complaint to our complaints hotline business.
Who can file a complaint?
Only entrepreneurs who are eager to get a specific government contract can file a complaint:
- interested entrepreneurs;
- (potential) bidders and candidates;
- subcontractors of (potential) bidders and candidates;
- industry associations and industry-related entrepreneurial advisory centers.
Subcontractors can file a complaint as long as they do not complain about the relationship between the general contractor and subcontractor. Anonymous complaining is not possible. However, an industry association can submit as a complaint objections related to a specific procurement, which are held by one or more entrepreneurs in the industry.
What kind of complaints?
A complaint is a written notification in which you state your substantiated disagreement with the procurement or any part thereof. Complaints relate to aspects of procurement that fall within the scope of the Procurement Act. Procurement may be European or national. National tenders include multiple negotiated tenders.
Complaints cannot be about our procurement policy in general. However, you can file a complaint if our conduct in a specific procurement violates legal provisions or other regulations, such as the applicable principles of transparency, non-discrimination, equal treatment and proportionality.