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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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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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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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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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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g^^osbopi^d=OMNM= = hi^`eqbkj^k^dbj
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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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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=
Page 662 and 663:
_áàä~ÖÉ=N== = = = = = = = = í
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Page 668 and 669:
Page 670 and 671:
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= = = = = = = pìÖÖÉëíáÉë\=
Page 678 and 679:
Page 680 and 681:
Page 682 and 683:
Page 684 and 685:
_áàä~ÖÉ=N== = = = = = = = = í
Page 686 and 687:
Page 688 and 689:
Page 690 and 691:
= = Klachtenrapportage 2010 extern
Page 692 and 693:
Klacht was gegrond en is opgelost.
Page 694 and 695:
geagendeerd. De klacht was gegrond
Page 696 and 697:
Klacht was gegrond en is opgelost.
Page 698 and 699:
E. Correcte bejegening (2) 1) Een v
Page 700 and 701:
30 juni. W&Z stelt de klager nogmaa
Page 702 and 703:
wordt gebruikt als trainingspiste v
Page 704 and 705:
Page 706 and 707:
Page 708 and 709:
Page 710 and 711: = = = pìÖÖÉëíáÉë\= ^äë=
Page 712 and 713: = NO= wçêÖîìäÇáÖÉ=áåí
Page 714 and 715: ^~åí~ä=çåíî~åâÉäáàâÉ
Page 716 and 717: Q = = = = = OK=fåÜçìÇ=î~å=Ç
Page 718 and 719: _áàä~ÖÉ=N== = = = = = = = = í
Page 720 and 721: = = = = = NK=`áàÑÉêÖÉÖÉî
Page 722 and 723: aÉ=ÖÉÖÉîÉåë=ÜáÉêçåÇ
Page 724 and 725: R âä~ÅÜíÉåÅç∏êÇáå~í
Page 730 and 731: Q = = = = = OK=fåÜçìÇ=î~å=Ç
Page 732 and 733: _áàä~ÖÉ=N== = = = = = = = = í
Page 734 and 735: = = = NK=aÉ=âä~ÅÜíÉå=áå=
Page 738 and 739: OK=aÉ=âä~ÅÜíÉå=å~~ê=áå
Page 740 and 741: wÉîÉåíáÉå=Éêî~å=âêÉ
Page 746 and 747: = = = = = OK=fåÜçìÇ=î~å=ÇÉ
Page 748 and 749: _áàä~ÖÉ=N== = = = = = = = = í
Page 759: oÉëéÉÅí=îççê=ÇÉ=éÉê
Page 763 and 764: _áàä~ÖÉ=N== = = = = = = = = í
Page 765 and 766: = = = = NK=`áàÑÉêÖÉÖÉîÉ
Page 769 and 770: _áàä~ÖÉ=N== = = = = = = = = í
Page 771 and 772: = = = NK=`áàÑÉêÖÉÖÉîÉå
Page 773 and 774: ^~åí~ä=âä~ÅÜíÉå=îçäÖ
Page 777 and 778: oÉëéÉÅí=îççê=ÇÉ=éÉê
Page 779 and 780: R = = = = = OK=fåÜçìÇ=î~å=Ç
Page 781 and 782: _áàä~ÖÉ=N== = = = = = = = = í
Page 787 and 788: _áàä~ÖÉ=N== = = = = = = = = í
Page 789 and 790: = = = = NK=`áàÑÉêÖÉÖÉîÉ
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Page 799 and 800: emiddeling opstarten tussen de betr
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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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Page 837 and 838:
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pìÖÖÉëíáÉë\= ^äë=ì=ëì
Page 841 and 842:
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_áàä~ÖÉ=N== = = = = = = = = í
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Page 851 and 852:
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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
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Page 869 and 870:
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= = = = = = = = = = = = pìÖÖÉë
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Page 887 and 888:
Page 889 and 890:
Aantal klachten volgens de drager A
Page 891 and 892:
Inschrijving Kooprecht zittende huu
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aÉ=ÅçêêÉÅíÉ=íçÉé~ëë
Page 899 and 900:
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dçÉÇÉ=ìáíîçÉêáåÖëé
Page 903 and 904:
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Page 921 and 922:
Page 923 and 924:
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_áàä~ÖÉ=N== = = = = = = = = í
Page 927 and 928:
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Aantal gegronde en deels gegronde k
Page 943:
Page 946 and 947:
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_áàä~ÖÉ=N== = = = = = = = = í
Page 950 and 951:
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Page 954 and 955:
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_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
Page 975 and 976:
2. 2. Inhoud Inhoud van van van de
Page 977 and 978:
Bijlage Bijlage 1 1 terug terug naa
Page 979 and 980:
Page 981 and 982:
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= S
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_áàä~ÖÉ=N== = = = = = = = = í
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= = = = = = = = pìÖÖÉëíáÉë
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Page 1039 and 1040:
Page 1041 and 1042:
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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
Page 1049 and 1050:
(de ontstopping + 1 werkuur) versch
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2010/059: Naar aanleiding van voorn
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_áàä~ÖÉ=N== = = = = = = = = í
Page 1055 and 1056:
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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:
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= = = = = = = = = = = = pìÖÖÉë
Page 1073 and 1074:
Page 1075 and 1076:
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Page 1079 and 1080:
= = = = = = = pìÖÖÉëíáÉë\=
Page 1081 and 1082:
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Q - ÜÉí=~~åí~ä=ÖÉÖêçåÇ
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Page 1091 and 1092:
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_áàä~ÖÉ=N== = = = = = = = = í
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= NK=`áàÑÉêÖÉÖÉîÉåë s
Page 1097 and 1098:
^~åí~ä=âä~ÅÜíÉå=îçäÖ
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:
= = = pìÖÖÉëíáÉë\= ^äë=
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:
= = = pìÖÖÉëíáÉë\= ^äë=
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:
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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:
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Page 1350 and 1351:
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_áàä~ÖÉ=N== = = = = = = = = í
Page 1354 and 1355:
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= = = = = = = RK=mêçÅÉÇìêÉ=
Page 1360:
Page 1370 and 1371:
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Page 1376 and 1377:
Page 1378 and 1379:
Page 1380 and 1381:
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_áàä~ÖÉ=N== = = = = = = = = í
Page 1384 and 1385:
Page 1386 and 1387:
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NN= dçÉÇÉ=ìáíîçÉêáåÖ
Page 1393 and 1394:
Page 1395 and 1396:
Page 1397 and 1398:
_áàä~ÖÉ=N== = = = = = = = = í
Page 1399 and 1400:
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= = = = = = = = = 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
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_áàä~ÖÉ=N== = = = = = = = = í
Page 1425 and 1426:
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Page 1427 and 1428:
Page 1429 and 1430:
Page 1431 and 1432:
Page 1433 and 1434:
Page 1435 and 1436:
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= = = = = = = = = = = = = = = = pì
Page 1439:
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