Rapporten Eerstelijnsklachtenbehandeling 2010 - Vlaamse ...

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Stand van zaken <strong>2010</strong> 25 klachtregistraties onontvankelijk : 3 ontvankelijk : 22 Gegronde klachten van de 17 ontvankelijke 3 1 BB 1 AMB 1 IVS volgens de ombudsnormen 1 = redelijke behandeltermijn AMB 2 = goede uitvoeringspraktijk en administratieve nauwkeurigheid BB 1 en IVS 1 Drager brief 5 mail 20 telefoon 0 2
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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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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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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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= 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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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: 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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30 juni. W&Z stelt de klager nogmaa
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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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pìÖÖÉëíáÉë\= ^äë=ì=ëì
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Aantal klachten volgens de drager A
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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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2010/059: Naar aanleiding van voorn
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= = = = = = = = = = = = pìÖÖÉë
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= NK=`áàÑÉêÖÉÖÉîÉåë s
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= = = NK=`áàÑÉêÖÉÖÉîÉå
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= = S
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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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Page 1227 and 1228:
Page 1229 and 1230:
_áàä~ÖÉ=N== = = = = = = = = í
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Page 1233 and 1234:
Page 1235 and 1236:
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= = = = = = = pìÖÖÉëíáÉë\=
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Page 1255 and 1256:
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= = = sÉêëä~Ö==OMNM= çîÉê=
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= = = = = pìÖÖÉëíáÉë\= ^ä
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Q eÉí=Öêçë=î~å=ÇÉ=âä~Å
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= = = = = å~~ã=î~å=ìï=ÇáÉ
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= = = = = = = = = = = = = = = = pì
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show all

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