Complaints procedure

If you are dissatisfied with any aspect of RIVM’s services or think that you have been unfairly treated, you can submit a complaint. You can do so either verbally (by telephone) or in writing. All written complaints are considered according to a formal procedure.

We will acknowledge receipt of your complaint in writing. The complaint will then be handled by a member of staff who is not directly involved in the situation which has given rise to your complaint. Both parties will be given the opportunity to present their side of the story, unless the complainant waives the right to do so. In principle, all complaints are processed within six weeks. If you are not satisfied with the way in which RIVM has dealt with your complaint, or are unable to agree with the result of the internal complaints procedure, you are entitled to take the matter up with the National Ombudsman.

Complaints about the conduct of RIVM or any member of its staff should be addressed to:

RIVM
The Director-General
P.O. Box 1
3720 BA Bilthoven
The Netherlands

At the top of your letter, please state clearly that it relates to a complaint.

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