Rapporten Eerstelijnsklachtenbehandeling 2010 - Vlaamse ...

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Federale ombudsdienst Guido Schuermans, federale ombudsman Hertogstraat 43 1000 Brussel Tel: 0800/999.62 of 02/289.27.27 contact@federaalombudsman.be www.federaalombudsman.be Vlaamse Ombudsdienst Bart Weekers, Vlaams ombudsman Leuvenseweg 86 1000 Brussel Tel : 0800/240.50 of 02/552.48.48 Fax: 02/552.48.00 info@vlaamseombudsdienst.be www.vlaamseombudsdienst.be Op de website van de Vlaamse Ombudsdienst staat een uitgebreidere lijst met adressen van ombudsdiensten. JAARVERSLAG 2010 KLACHTENDECREET/01.02.2011/81
4.5 KLACHTENCOÖRDINATOREN VLAAMS MINISTERIE VAN ONDERWIJS EN VORMING EN AGION DEPARTEMENT ONDERWIJS EN VORMING Afdeling Klachtcoördinator Telefoon Kantoor E-mail Bevoegdheid MOD Annie Hofman 02/553.87.88 1B25 annie.hofman@ond.vlaanderen.be Stafdiensten Mia Vanhoutte 02/553.95.14 5B16 mia.vanhoutte@ond.vlaanderen.be Strategische Beleidsondersteuning Ann Dejaeghere 02/553.95.41 5C10 ann.dejaeghere@ond.vlaanderen.be JAARVERSLAG 2010 KLACHTENDECREET/01.02.2011/82 Interne, managementondersteunende diensten (personeel, logistiek, boekhouding, ict, juridische cel) Gegevensbeheer, statistische publicaties Algemene coördinatie van de beleidsvoorbereiding Arbeidsvoorwaardenbeleid Bernadette Warnier 02/553.96.02 6C11 bernadette.warnier@ond.vlaanderen.be Arbeidsvoorwaardenbeleid Ondersteuningsbeleid Rita Van Durme 02/553.88.49 2B03 rita.vandurme@ond.vlaanderen.be Instellingen en Leerlingen Basisonderwijs en DKO Karl Wauters 02/553.92.36 4A04 karl.wauters@ond.vlaanderen.be Beleidsvoorbereiding ondersteuningsbeleid: CLB, nascholing, ouders, leerlingenvervoer, inspectie, begeleidingsdiensten, schoolsport, spijbelen Beleidsvoorbereiding instellingen en leerlingen Basisonderwijs en DKO
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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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KLACHTENRAPPORT IN HET KADER VAN HE
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1 VOORWOORD Dit klachtenrapport bun
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Statistische gegevens over de termi
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met de vermelding van ‘erkend doo
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2.2.2 ONDERSTEUNINGSBELEID 1. Tabel
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1 Toepassen regelgeving recht op le
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2.2.4 PERSONEEL BASISONDERWIJS EN C
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805 878 993 2 Terugvordering 837 99
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verder gezet tijdens het schooljaar
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2.2.6 PERSONEEL SECUNDAIR ONDERWIJS
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1 Automatische terugvordering (957)
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2.2.7 SCHOLEN BASISONDERWIJS EN CEN
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Page 145 and 146: Statistische gegevens over de termi
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
Page 163 and 164: verbetering vatbaar zijn. Sommige k
Page 165 and 166: 3 GLOBALE EVALUATIE 3.1 VASTSTELLIN
Page 167 and 168: 4 BIJLAGEN 4.1 DEFINITIE KLACHT We
Page 169 and 170: - Een onderwijsklant heeft recht op
Page 171 and 172: De behandeling van klachten over he
Page 173 and 174: AFDELING 5 AMBTELIJK STATUUT ART. 8
Page 175 and 176: De functioneel bevoegde Vlaamse min
Page 177 and 178: MINISTERIE VAN DE VLAAMSE GEMEENSCH
Page 179 and 180: Omzendbrief VR 2005/20 Datum: 18 ma
Page 181 and 182: 2.1. Nulde lijn: de Vlaamse Infolij
Page 183 and 184: 3.3. De registratie van klachten. E
Page 185 and 186: Indien een klacht niet wordt behand
Page 187 and 188: Volgende standaardformulering wordt
Page 189 and 190: AANBEVELING 2008-23 De Vlaamse over
Page 191 and 192: AANBEVELING 2003-24 De Vlaamse over
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Page 197 and 198: AGENTSCHAP VOOR ONDERWIJSDIENSTEN A
Page 199 and 200: AGENTSCHAP VOOR ONDERWIJSCOMMUNICAT
Page 201 and 202: MINISTERIE VAN ONDERWIJS EN VORMING
Page 203 and 204: Inhoud Verslag over de klachtenbeha
Page 205 and 206: 1 Inleiding 1.1 Structuur van het G
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INHOUDSTABEL Inleiding Vragenlijst
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De transparantie van de Ombudsdiens
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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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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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Verslag klachtenmanagement 2010 Pag
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Verslag klachtenmanagement 2010 Een
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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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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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E. Correcte bejegening (2) 1) Een v
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S âä~ÅÜíÉå=â~å=ÖÉÖêç
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Aantal gegronde en deels gegronde k
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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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Page 1059 and 1060:
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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
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = NK=`áàÑÉêÖÉÖÉîÉå
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Page 1113 and 1114:
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Page 1121 and 1122:
Page 1123 and 1124:
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= = S
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ÇÉ=îêÉÇÉêÉÅÜíÉêK=lé
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Page 1183 and 1184:
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= bê=áë=áå=OMNM=ÉÉå=éêç
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NO= wçêÖîìäÇáÖÉ=áåíÉ
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Page 1199 and 1200:
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Q = = = = = = PK=hä~ÅÜíÉåÄÉ
Page 1203 and 1204:
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= = NK=`áàÑÉêÖÉÖÉîÉåë
Page 1213 and 1214:
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= = = = = å~~ã=î~å=ìï=ÇáÉ
Page 1219 and 1220:
Page 1221 and 1222:
Page 1223 and 1224:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1225 and 1226:
Page 1227 and 1228:
Page 1229 and 1230:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1231 and 1232:
Page 1233 and 1234:
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Page 1239 and 1240:
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Page 1243 and 1244:
Page 1245 and 1246:
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Page 1249 and 1250:
= = = = = = = pìÖÖÉëíáÉë\=
Page 1251 and 1252:
Page 1253 and 1254:
Page 1255 and 1256:
Page 1257 and 1258:
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= = = sÉêëä~Ö==OMNM= çîÉê=
Page 1261 and 1262:
Page 1263 and 1264:
= hä~ÅÜíÉå=ïÉÖÉåë=“å
Page 1265 and 1266:
Page 1267 and 1268:
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= = = = = pìÖÖÉëíáÉë\= ^ä
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= QK=`çåÅêÉíÉ=êÉ~äáë~í
Page 1285 and 1286:
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Page 1291 and 1292:
Page 1293 and 1294:
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Page 1299 and 1300:
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Page 1303 and 1304:
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Q eÉí=Öêçë=î~å=ÇÉ=âä~Å
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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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NN= dçÉÇÉ=ìáíîçÉêáåÖ
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show all

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