Rapporten Eerstelijnsklachtenbehandeling 2010 - Vlaamse ...

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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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= = = = = NK=`áàÑÉêÖÉÖÉî
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aÉ=ÖÉÖÉîÉåë=ÜáÉêçåÇ
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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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gegevens voor de loonsberekening ma
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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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3. Klachtenbeeld Onze afdeling ontv
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2.2.9 HOGER ONDERWIJS 1. Tabel 2010
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Discriminatie stage (1063) Onontvan
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7 Klachten waren onontvankelijk omd
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Uitbetaling op een foutief rekening
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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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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
Page 207 and 208: een correcte doorverwijzing van de
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Page 221 and 222: 4.2 Informatieuitwisseling en netwe
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Page 284 and 285: INHOUDSTABEL Inleiding Vragenlijst
Page 286 and 287: De transparantie van de Ombudsdiens
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Page 292 and 293: = 3. Klachtenbeeld 2010= = 3.1. Inl
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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 Ver
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In het bovenstaande overzicht werde
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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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= = = = sê~ÖÉåäáàëí=îçç
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låçéÖÉäçëí=EçÑ=åçÖ=å
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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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Aantal dossiers Bijlage 3 - Adminis
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S a~~êå~~ëí=òáàå=Éê=ÇÉ=
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_áàä~ÖÉ=N== = = = = = = = = í
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ÑÑáÅáØåíÉ=Åç∏êÇáå~
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = = = = = pìÖÖÉëíáÉë\=
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_áàä~ÖÉ=N== = = = = = = = = í
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= = Klachtenrapportage 2010 extern
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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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30 juni. W&Z stelt de klager nogmaa
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wordt gebruikt als trainingspiste v
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= = = pìÖÖÉëíáÉë\= ^äë=
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_áàä~ÖÉ=N== = = = = = = = = í
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R âä~ÅÜíÉåÅç∏êÇáå~í
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = NK=aÉ=âä~ÅÜíÉå=áå=
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OK=aÉ=âä~ÅÜíÉå=å~~ê=áå
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wÉîÉåíáÉå=Éêî~å=âêÉ
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_áàä~ÖÉ=N== = = = = = = = = í
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_áàä~ÖÉ=N== = = = = = = = = í
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = NK=`áàÑÉêÖÉÖÉîÉå
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^~åí~ä=âä~ÅÜíÉå=îçäÖ
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_áàä~ÖÉ=N== = = = = = = = = í
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_áàä~ÖÉ=N== = = = = = = = = í
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= N= lîÉêÉÉåëíÉããáåÖ=
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emiddeling opstarten tussen de betr
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S âä~ÅÜíÉå=â~å=ÖÉÖêç
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ã~íÉ=î~å=ÖÉÖêçåÇÜÉá
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Q= oÉÅÜíëòÉâÉêÜÉáÇ=É
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_áàä~ÖÉ=N== = = = = = = = = í
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_áàä~ÖÉ=N== = = = = = = = = í
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pìÖÖÉëíáÉë\= ^äë=ì=ëì
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_áàä~ÖÉ=N== = = = = = = = = í
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R = = = = OK=fåÜçìÇ=î~å=ÇÉ
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = = = = = = = = = = pìÖÖÉë
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_ÉäÉáÇ=Éå=êÉÖÉäÖÉîá
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éäáÅÜíÉåK== táà=Ö~~å=Ç
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= ^~åí~ä=çåíî~åâÉäáàâ
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^~åïÉêîáåÖ=ëçÅá~~ä=~ë
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Aantal klachten volgens de drager A
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Inschrijving Kooprecht zittende huu
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aÉ=ÅçêêÉÅíÉ=íçÉé~ëë
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dçÉÇÉ=ìáíîçÉêáåÖëé
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jÉÉê=ìáíäÉÖ=Äáà=ï~í=
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çîÉêÜÉáÇëÇáÉåëíÉå=
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_áàä~ÖÉ=N== = = = = = = = = í
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Aantal gegronde en deels gegronde k
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = = = = pìÖÖÉëíáÉë\= ^
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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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_áàä~ÖÉ=N== = = = = = = = = í
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åâÉä=ÇÉ=ãÉäÇáåÖÉå=Ç
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T îáëëÉåI=Éå=âçåáàåÉ
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få=ÇÉ=~ÑïÉÖáåÖ=î~å=âÉ
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= S
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= = = = = = = = pìÖÖÉëíáÉë
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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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_áàä~ÖÉ=N== = = = = = = = = í
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= NK=`áàÑÉêÖÉÖÉîÉåë s
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= = = NK=`áàÑÉêÖÉÖÉîÉå
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_áàä~ÖÉ=N== = = = = = = = = í
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= = S
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ÇÉ=îêÉÇÉêÉÅÜíÉêK=lé
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= = - ÜÉí=~~åí~ä=ÖÉÖêçå
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= = = = = = = = = = = = = = pìÖÖ
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NO= wçêÖîìäÇáÖÉ=áåíÉ
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Q = = = = = = PK=hä~ÅÜíÉåÄÉ
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= = NK=`áàÑÉêÖÉÖÉîÉåë
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= = = = = å~~ã=î~å=ìï=ÇáÉ
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= = = sÉêëä~Ö==OMNM= çîÉê=
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= QK=`çåÅêÉíÉ=êÉ~äáë~í
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Q eÉí=Öêçë=î~å=ÇÉ=âä~Å
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