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Verslagboek Klachten <strong>2010</strong> ‐ ESF‐Agentschap Vlaanderen vzw Inhoudstafel 1. Situering ESF‐Agentschap Vlaanderen vzw 2. Het klachtensysteem 3. Klachten 4. Bijlagen
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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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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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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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2.4 Ontvankelijke klachten OKQKN=j~
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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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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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Normaal gezien wordt bij dergelijke
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In 2010 is er een nieuwe procedure
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Page 370 and 371: KLACHTRAPPORT 2010 1. KWANTITATIEVE
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Page 426 and 427: RAPPORT KLACHTENMANAGEMENT 2010
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Page 432 and 433: De klachtenprocedure moet niet opge
Page 434 and 435: 2,0% 30,3% 53,8% Rapport klachtenma
Page 436 and 437: 2.3.3. Mate van oplossing De klacht
Page 438 and 439: 2.3.4. Inhoudelijke gegevens 2.3.4.
Page 440 and 441: 2.3.5.2. Oplossingsmelding Rapport
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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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eindafrekening opgesteld en werden
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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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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 (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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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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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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Page 805 and 806:
Page 807 and 808:
S âä~ÅÜíÉå=â~å=ÖÉÖêç
Page 809 and 810:
Page 811 and 812:
ã~íÉ=î~å=ÖÉÖêçåÇÜÉá
Page 813 and 814:
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Q= oÉÅÜíëòÉâÉêÜÉáÇ=É
Page 817 and 818:
Page 819 and 820:
Page 821 and 822:
Page 823 and 824:
Page 825 and 826:
Page 827 and 828:
_áàä~ÖÉ=N== = = = = = = = = í
Page 829 and 830:
Page 831 and 832:
Page 833 and 834:
_áàä~ÖÉ=N== = = = = = = = = í
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pìÖÖÉëíáÉë\= ^äë=ì=ëì
Page 841 and 842:
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_áàä~ÖÉ=N== = = = = = = = = í
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oÉÇÉäáàâÉ=ÄÉÜ~åÇÉäí
Page 853 and 854:
R = = = = OK=fåÜçìÇ=î~å=ÇÉ
Page 855 and 856:
Page 857 and 858:
Page 859 and 860:
Page 861 and 862:
_áàä~ÖÉ=N== = = = = = = = = í
Page 867 and 868:
Page 869 and 870:
Page 871 and 872:
= = = = = = = = = = = = pìÖÖÉë
Page 873 and 874:
Page 875 and 876:
_ÉäÉáÇ=Éå=êÉÖÉäÖÉîá
Page 877 and 878:
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éäáÅÜíÉåK== táà=Ö~~å=Ç
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= ^~åí~ä=çåíî~åâÉäáàâ
Page 885 and 886:
^~åïÉêîáåÖ=ëçÅá~~ä=~ë
Page 887 and 888:
Page 889 and 890:
Aantal klachten volgens de drager A
Page 891 and 892:
Inschrijving Kooprecht zittende huu
Page 893 and 894:
Page 895 and 896:
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aÉ=ÅçêêÉÅíÉ=íçÉé~ëë
Page 899 and 900:
Page 901 and 902:
dçÉÇÉ=ìáíîçÉêáåÖëé
Page 903 and 904:
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Page 911 and 912:
jÉÉê=ìáíäÉÖ=Äáà=ï~í=
Page 913 and 914:
Page 915 and 916:
Page 917 and 918:
Page 919 and 920:
Page 921 and 922:
Page 923 and 924:
Page 925 and 926:
_áàä~ÖÉ=N== = = = = = = = = í
Page 927 and 928:
Page 929 and 930:
Page 931 and 932:
Page 933 and 934:
Page 935 and 936:
Page 937 and 938:
Page 939 and 940:
Page 941 and 942:
Aantal gegronde en deels gegronde k
Page 943:
Page 946 and 947:
Page 948 and 949:
_áàä~ÖÉ=N== = = = = = = = = í
Page 950 and 951:
Page 952 and 953:
Page 954 and 955:
Page 956 and 957:
_áàä~ÖÉ=N== = = = = = = = = í
Page 965 and 966:
Page 967 and 968:
Page 969 and 970:
= = = = = = pìÖÖÉëíáÉë\= ^
Page 971 and 972:
Page 973 and 974:
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
Page 979 and 980:
Page 981 and 982:
Page 983 and 984:
_áàä~ÖÉ=N== = = = = = = = = í
Page 985 and 986:
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Page 989 and 990:
åâÉä=ÇÉ=ãÉäÇáåÖÉå=Ç
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T îáëëÉåI=Éå=âçåáàåÉ
Page 993 and 994:
få=ÇÉ=~ÑïÉÖáåÖ=î~å=âÉ
Page 995 and 996:
Page 997 and 998:
Page 999 and 1000:
= S
Page 1001 and 1002:
Page 1003 and 1004:
Page 1005 and 1006:
Page 1007 and 1008:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1009 and 1010:
Page 1011 and 1012:
Page 1013 and 1014:
= = = = = = = = pìÖÖÉëíáÉë
Page 1015 and 1016:
Page 1017 and 1018:
Page 1019 and 1020:
Page 1021 and 1022:
Page 1023 and 1024:
Page 1025 and 1026:
Page 1027 and 1028:
Page 1029 and 1030:
Page 1031 and 1032:
Page 1033 and 1034:
Page 1035 and 1036:
Page 1037 and 1038:
Page 1039 and 1040:
Page 1041 and 1042:
Page 1043 and 1044:
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
Page 1049 and 1050:
(de ontstopping + 1 werkuur) versch
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2010/059: Naar aanleiding van voorn
Page 1053 and 1054:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1055 and 1056:
Page 1057 and 1058:
Page 1059 and 1060:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1061 and 1062:
Page 1063 and 1064:
Page 1065 and 1066:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1067 and 1068:
Page 1069 and 1070:
Page 1071 and 1072:
= = = = = = = = = = = = pìÖÖÉë
Page 1073 and 1074:
Page 1075 and 1076:
Page 1077 and 1078:
Page 1079 and 1080:
= = = = = = = pìÖÖÉëíáÉë\=
Page 1081 and 1082:
Page 1083 and 1084:
Page 1085 and 1086:
Q - ÜÉí=~~åí~ä=ÖÉÖêçåÇ
Page 1087 and 1088:
Page 1089 and 1090:
Page 1091 and 1092:
Page 1093 and 1094:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1095 and 1096:
= NK=`áàÑÉêÖÉÖÉîÉåë s
Page 1097 and 1098:
Page 1099 and 1100:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1101 and 1102:
= = = NK=`áàÑÉêÖÉÖÉîÉå
Page 1103 and 1104:
Page 1105 and 1106:
Page 1107 and 1108:
Page 1109 and 1110:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1111 and 1112:
Page 1113 and 1114:
Page 1115 and 1116:
Page 1117 and 1118:
Page 1119 and 1120:
Page 1121 and 1122:
Page 1123 and 1124:
Page 1125 and 1126:
Page 1127 and 1128:
Page 1129 and 1130:
= = S
Page 1131 and 1132:
Page 1133 and 1134:
Page 1135 and 1136:
Page 1137 and 1138:
ÇÉ=îêÉÇÉêÉÅÜíÉêK=lé
Page 1139 and 1140:
Page 1141 and 1142:
Page 1143 and 1144:
Page 1145 and 1146:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1153 and 1154:
Page 1155 and 1156:
Page 1157 and 1158:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1159 and 1160:
Page 1161 and 1162:
Page 1163 and 1164:
= = - ÜÉí=~~åí~ä=ÖÉÖêçå
Page 1165 and 1166:
Page 1167 and 1168:
Page 1169 and 1170:
^äë=ì=ëìÖÖÉëíáÉë=ÜÉ
Page 1171 and 1172:
Page 1173 and 1174:
Page 1175 and 1176:
Page 1177 and 1178:
= = = = = = = = = = = = = = pìÖÖ
Page 1179 and 1180:
Page 1181 and 1182:
Page 1183 and 1184:
Page 1185 and 1186:
Page 1187 and 1188:
Page 1189 and 1190:
= bê=áë=áå=OMNM=ÉÉå=éêç
Page 1191 and 1192:
NO= wçêÖîìäÇáÖÉ=áåíÉ
Page 1193 and 1194:
Page 1195 and 1196:
Page 1197 and 1198:
Page 1199 and 1200:
Page 1201 and 1202:
Q = = = = = = PK=hä~ÅÜíÉåÄÉ
Page 1203 and 1204:
Page 1205 and 1206:
Page 1207 and 1208:
Page 1209 and 1210:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1211 and 1212:
= = NK=`áàÑÉêÖÉÖÉîÉåë
Page 1213 and 1214:
Page 1215 and 1216:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1217 and 1218:
= = = = = 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:
Page 1235 and 1236:
Page 1237 and 1238:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1239 and 1240:
Page 1241 and 1242:
Page 1243 and 1244:
Page 1245 and 1246:
Page 1247 and 1248:
Page 1249 and 1250:
= = = = = = = pìÖÖÉëíáÉë\=
Page 1251 and 1252:
Page 1253 and 1254:
Page 1255 and 1256:
Page 1257 and 1258:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1259 and 1260:
= = = sÉêëä~Ö==OMNM= çîÉê=
Page 1261 and 1262:
Page 1263 and 1264:
= hä~ÅÜíÉå=ïÉÖÉåë=“å
Page 1265 and 1266:
Page 1267 and 1268:
Page 1269 and 1270:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1271 and 1272:
Page 1273 and 1274:
Page 1275 and 1276:
= = = = = pìÖÖÉëíáÉë\= ^ä
Page 1277 and 1278:
Page 1279 and 1280:
Page 1281 and 1282:
Page 1283 and 1284:
= QK=`çåÅêÉíÉ=êÉ~äáë~í
Page 1285 and 1286:
Page 1287 and 1288:
Page 1289 and 1290:
Page 1291 and 1292:
Page 1293 and 1294:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1295 and 1296:
Page 1297 and 1298:
Page 1299 and 1300:
Page 1301 and 1302:
Page 1303 and 1304:
Page 1305 and 1306:
Q eÉí=Öêçë=î~å=ÇÉ=âä~Å
Page 1307 and 1308:
Page 1309 and 1310:
Page 1311 and 1312:
Q hìåí=ì=ÇÉ=âä~ÅÜíÉå=
Page 1313 and 1314:
Page 1315 and 1316:
Page 1317 and 1318:
Page 1319 and 1320:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1321 and 1322:
= = = = = å~~ã=î~å=ìï=ÇáÉ
Page 1323 and 1324:
Page 1325 and 1326:
Page 1327 and 1328:
Page 1329:
Page 1332 and 1333:
Page 1334 and 1335:
Page 1336 and 1337:
Page 1338 and 1339:
aáí=îìäí=ì=~ääÉÉå=áå=
Page 1340 and 1341:
Page 1342 and 1343:
Page 1344 and 1345:
Page 1346 and 1347:
Page 1348 and 1349:
Page 1350 and 1351:
Page 1352 and 1353:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1354 and 1355:
Page 1356 and 1357:
Page 1358 and 1359:
= = = = = = = RK=mêçÅÉÇìêÉ=
Page 1360:
Page 1370 and 1371:
Page 1372 and 1373:
Page 1374 and 1375:
= = pìÖÖÉëíáÉë\= ^äë=ì=
Page 1376 and 1377:
Page 1378 and 1379:
Page 1380 and 1381:
Page 1382 and 1383:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1384 and 1385:
Page 1386 and 1387:
Page 1388:
NN= dçÉÇÉ=ìáíîçÉêáåÖ
Page 1393 and 1394:
Page 1395 and 1396:
Page 1397 and 1398:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1399 and 1400:
Page 1401 and 1402:
Page 1403 and 1404:
= = = = = = = = = pìÖÖÉëíáÉ
Page 1405 and 1406:
Page 1407 and 1408:
Page 1409 and 1410:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1411 and 1412:
Page 1413 and 1414:
Page 1415 and 1416:
Page 1417 and 1418:
_áàä~ÖÉ=N== = = = = = = = íÉ
Page 1419 and 1420:
Page 1421 and 1422:
Page 1423 and 1424:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1425 and 1426:
= = = = = sê~ÖÉåäáàëí=îç
Page 1427 and 1428:
Page 1429 and 1430:
Page 1431 and 1432:
Page 1433 and 1434:
Page 1435 and 1436:
Page 1437 and 1438:
= = = = = = = = = = = = = = = = pì
Page 1439:
show all

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