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KLACHTENRAPPORT IN HET KADER VAN HET DECREET KLACHTRECHT VERSLAG <strong>2010</strong> Klachtenrapport Vlaams Ministerie van Onderwijs en Vorming AGIOn
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Rapporten Rapporten Eerstelijnsklac
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Rapporten BAM - deel 1 BAM - deel 2
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Rapporten Woonpunt Zennevallei Woon
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Vragenlijst voor het verslag 2010 o
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Te lange behandeltermijn: Afdoende
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De derde groep klachten (2) betrof
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10 Doeltreffende algemene informati
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= 1. Cijfergegevens Aantal Totaal a
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De gegevens hieronder over de drage
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mocht ontvangen. Een inwoner van de
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= Inhoudsopgave Klachtendienst Fina
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Organogram van het beleidsdomein Fi
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2.2 Statistische gegevens Statistis
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Klachtendienst Financiën - rapport
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6 Evaluatie van het klachtenbeeld p
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6.3 Onroerende voorheffing Klachten
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6.4 Registratierechten Klachtendien
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Page 109 and 110: gegevens voor de loonsberekening ma
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Page 115 and 116: 1 VOORWOORD Dit klachtenrapport bun
Page 117 and 118: Statistische gegevens over de termi
Page 119 and 120: met de vermelding van ‘erkend doo
Page 123 and 124: 2.2.2 ONDERSTEUNINGSBELEID 1. Tabel
Page 125 and 126: 1 Toepassen regelgeving recht op le
Page 129 and 130: 2.2.4 PERSONEEL BASISONDERWIJS EN C
Page 131 and 132: 805 878 993 2 Terugvordering 837 99
Page 133 and 134: verder gezet tijdens het schooljaar
Page 137 and 138: 2.2.6 PERSONEEL SECUNDAIR ONDERWIJS
Page 139 and 140: 1 Automatische terugvordering (957)
Page 141 and 142: 2.2.7 SCHOLEN BASISONDERWIJS EN CEN
Page 143 and 144: 3. Klachtenbeeld Onze afdeling ontv
Page 147 and 148: 2.2.9 HOGER ONDERWIJS 1. Tabel 2010
Page 149 and 150: Discriminatie stage (1063) Onontvan
Page 153 and 154: 7 Klachten waren onontvankelijk omd
Page 157 and 158: Uitbetaling op een foutief rekening
Page 159 and 160: Een opleiding op maat werd ingerich
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verbetering vatbaar zijn. Sommige k
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3 GLOBALE EVALUATIE 3.1 VASTSTELLIN
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4 BIJLAGEN 4.1 DEFINITIE KLACHT We
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- Een onderwijsklant heeft recht op
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De behandeling van klachten over he
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AFDELING 5 AMBTELIJK STATUUT ART. 8
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De functioneel bevoegde Vlaamse min
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MINISTERIE VAN DE VLAAMSE GEMEENSCH
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Omzendbrief VR 2005/20 Datum: 18 ma
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2.1. Nulde lijn: de Vlaamse Infolij
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3.3. De registratie van klachten. E
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Indien een klacht niet wordt behand
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Volgende standaardformulering wordt
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AANBEVELING 2008-23 De Vlaamse over
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AANBEVELING 2003-24 De Vlaamse over
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4.4 ENKELE KLACHTENCOÖRDINATOREN/O
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4.5 KLACHTENCOÖRDINATOREN VLAAMS M
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AGENTSCHAP VOOR ONDERWIJSDIENSTEN A
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AGENTSCHAP VOOR ONDERWIJSCOMMUNICAT
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MINISTERIE VAN ONDERWIJS EN VORMING
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Inhoud Verslag over de klachtenbeha
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1 Inleiding 1.1 Structuur van het G
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een correcte doorverwijzing van de
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2.2 Algemeen OKOKN=^~åí~ä=Éå=
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OKOKQ=h~å~~ä= Aantal klachten vol
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2.4 Ontvankelijke klachten OKQKN=j~
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OKQKP=qçÉíëáåÖ=~~å=ÇÉ=ç
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de pedagogische aanpak van leerkrac
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schade door afbraakwerken bij een b
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4.2 Informatieuitwisseling en netwe
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formeel-juridische aanpak van de kl
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verwachtingen veel klachten voorkom
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^åçåáÉãW= M= _ÉäÉáÇ=Éå
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dossiers, 22 (deels) gegrond verkla
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Onderwijskwaliteitszorg een algemee
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INHOUDSTABEL Inleiding Vragenlijst
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De transparantie van de Ombudsdiens
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låíçÉêÉáâÉåÇÉ= áåÑç
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= 3. Klachtenbeeld 2010= = 3.1. Inl
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= 49% 4% 7% localisatie 32% 8% Poli
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elatie Relatie aanbrenger-patiënt
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Identiteit Ombudsdienst Dienst Comm
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formulering en in de afhandeling va
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In vergelijking met verleden jaar i
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= Van de 67 verpleegkundige klachte
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categorie Deelaspecten paramedische
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Over het totaal van 26 effectief ge
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Comfort Parking Lawaaihinder Andere
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Op het einde van de klachtenbehande
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900 800 700 600 500 400 300 200 100
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90% 80% 70% 60% 50% 40% 30% 20% 10%
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Inhoudelijke trends Bij de analyse
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= 35 30 25 20 15 10 5 0 Gemiddelde
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4.2. Suggesties en aanbevelingen na
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- De opname van hun te vroeg gebore
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sçääÉÇáÖÉ=äáàëí=î~å=
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Normaal gezien wordt bij dergelijke
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onderzoek bleek dat betrokkene eige
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formulier ‘aanvraag tot inschrijv
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In 2010 is er een nieuwe procedure
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KLACHTRAPPORT 2010 1. KWANTITATIEVE
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topsporthal niet beschikbaar zal zi
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eglement van het betreffende projec
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kwamen niet in aanmerking voor subs
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de toekomst te vermijden. Geen enke
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KLACHTENRAPPORTERING 2010 1
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geïnformeerd; Als er zich problem
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Een andere groep klachten kwam van
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Morele klachten hebben betrekking o
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toepassingen), en dat zowel voor in
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1. Situering ESF‐Agentschap Vlaan
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2. Klachtensysteem In 2009 besliste
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RAPPORT KLACHTENMANAGEMENT 2010
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1. INLEIDING 1.1. SITUERING Het kla
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2.1.3. Meldingsmedium VDAB huldigt
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De klachtenprocedure moet niet opge
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2,0% 30,3% 53,8% Rapport klachtenma
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2.3.3. Mate van oplossing De klacht
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2.3.4. Inhoudelijke gegevens 2.3.4.
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2.3.5.2. Oplossingsmelding Rapport
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Uitleg bij de flow (1) De klachten
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Aantal ontvankelijke klachten: Aant
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Enkel de normen ‘ontoereikende in
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Lawaai- / trillings- hinder Onrecht
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-aangelanden ervaren in 5 % van de
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-de resultaten van de tevredenheids
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Beknopt organogram Aquafin Coördin
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J 1 Antwoord binnen afgesproken ter
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Vragenlijst voor het verslag 2010 o
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Respect voor de persoonlijke levens
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3. Klachtenbeeld 2010 Bespreek en e
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Bijlage 1 terug naar Vragenlijst Vo
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Verslag klachtenmanagement 2010 Dee
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Verslag klachtenmanagement 2010 Pag
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Verslag klachtenmanagement 2010 Een
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Verslag klachtenmanagement 2010 Ver
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Verslag klachtenmanagement 2010 Naa
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eindafrekening opgesteld en werden
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Klachten over abnormaal hoge of lag
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Aantal ontvankelijke klachten: 86 A
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factuur. Als de klant hier niet mee
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Bijlage 1 terug naar Vragenlijst Vo
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Agentschap Wegen en Verkeer Eerstel
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Afdeling Verkeerskunde Totaal gereg
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Wegen en Verkeer West -Vlaanderen T
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Wegen en Verkeer Antwerpen Totaal g
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Wegen en Verkeer Oost-Vlaanderen To
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Wegen en Verkeer Limburg Totaal ger
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Wegen en Verkeer Vlaams - Brabant T
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Elektromechanica en Telematica Tota
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Elektromechanica en Telematica Tota
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Totaal overzicht aantal meldingen v
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TOP 10 VAN DE MEEST VOORKOMENDE MEL
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= = 1. Cijfergegevens Vragenlijst v
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Andere: 65 Correcte bejegening: Act
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Het aantal gegronde/deels gegronde/
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Het aantal (deels) gegronde klachte
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3. Klachtenbeeld 2010 Bespreek en e
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Klantentevredenheid In 2010 kwamen
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fase 1: de levering en installatie
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Dit vertaalt zich dan ook in de ver
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Eerstelijnsklachten(meldingen) (in
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4. Concrete realisaties en voorstel
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Wegen en Verkeer Antwerpen 1. De we
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werken in orde worden gebracht. 20.
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houden. De plaatsing van een volwaa
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Wegen en Verkeer Vlaams - Brabant 1
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najaar van dit jaar een aanbestedin
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Concrete voorstellen 2010 Verkeersk
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Wegen en Verkeer Antwerpen 1. Preve
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Wegen en Verkeer Limburg 1. Het age
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34. Lopende 35. Nihil Elektromechan
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1. Doel - definities ‐ actoren In
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‐ Naam klachtenbehandelaar ‐ Be
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RAPPORT KLACHTENMANAGEMENT 2010 1.
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BAM is immers na ruim 6 jaar meer d
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e) Sms-ticketing In 2007 lanceerde
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Schriftelijk 3.010 2.644 13,84% Tel
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07/02/2011 Klachtenbeeld De Lijn 20
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07/02/2011 Klachtenbeeld De Lijn 20
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Klacht was gegrond en is opgelost.
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geagendeerd. De klacht was gegrond
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Klacht was gegrond en is opgelost.
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Inschrijving Kooprecht zittende huu
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Aantal ontvankelijke klachten: 3 Aa
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2. 2. Inhoud Inhoud van van van de
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Bijlage Bijlage 1 1 terug terug naa
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= S
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minimumfactuur is aangerekend. U we
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tijdstippen, welke de oorzaak vormd
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heeft. Het feit dat u recentelijk r
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(de ontstopping + 1 werkuur) versch
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2010/059: Naar aanleiding van voorn
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = = = = = = = = = = pìÖÖÉë
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= = = = = = = pìÖÖÉëíáÉë\=
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Q - ÜÉí=~~åí~ä=ÖÉÖêçåÇ
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= NK=`áàÑÉêÖÉÖÉîÉåë s
Page 1097 and 1098:
Page 1099 and 1100:
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= = = NK=`áàÑÉêÖÉÖÉîÉå
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= = S
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= = - ÜÉí=~~åí~ä=ÖÉÖêçå
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Page 1179 and 1180:
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Q = = = = = = PK=hä~ÅÜíÉåÄÉ
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Page 1207 and 1208:
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= = NK=`áàÑÉêÖÉÖÉîÉåë
Page 1213 and 1214:
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Page 1219 and 1220:
Page 1221 and 1222:
Page 1223 and 1224:
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Page 1225 and 1226:
Page 1227 and 1228:
Page 1229 and 1230:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1231 and 1232:
Page 1233 and 1234:
Page 1235 and 1236:
Page 1237 and 1238:
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Page 1239 and 1240:
Page 1241 and 1242:
Page 1243 and 1244:
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= = = = = = = pìÖÖÉëíáÉë\=
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Page 1255 and 1256:
Page 1257 and 1258:
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= = = sÉêëä~Ö==OMNM= çîÉê=
Page 1261 and 1262:
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= QK=`çåÅêÉíÉ=êÉ~äáë~í
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Page 1301 and 1302:
Page 1303 and 1304:
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Q eÉí=Öêçë=î~å=ÇÉ=âä~Å
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Q hìåí=ì=ÇÉ=âä~ÅÜíÉå=
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= = = = = å~~ã=î~å=ìï=ÇáÉ
Page 1323 and 1324:
Page 1325 and 1326:
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Page 1332 and 1333:
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= = pìÖÖÉëíáÉë\= ^äë=ì=
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Page 1380 and 1381:
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_áàä~ÖÉ=N== = = = = = = = = í
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NN= dçÉÇÉ=ìáíîçÉêáåÖ
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Page 1395 and 1396:
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_áàä~ÖÉ=N== = = = = = = = íÉ
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = = = sê~ÖÉåäáàëí=îç
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Page 1429 and 1430:
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= = = = = = = = = = = = = = = = pì
Page 1439:
show all

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