Our staff members will make every effort to provide you with the best service. If you find that our staff members did not properly serve you or didn't handle your application correctly, you can submit a complaint. We will be glad to look for a solution with you.
We have to comply with national and international regulations for registering and issuing permits and legal licences. We will handle complaints about issues that are within our control, such as:
We don't handle any complaints that relate to the following:
Do you disagree with a decision (designation) that was made on behalf of the Minister of Infrastructure and Environment? You may file an objection within six weeks of the decision date with the Human Environment and Transport Inspectorate (ILT). The ILT mailing address is listed on the decision that you received from Kiwa Register.
After we receive your complaint, we will send you a written confirmation and contact you by phone. You will then be given the opportunity to further explain your position. If needed, you will receive a written record of the conversation. The time limit for handling your complaint is six weeks, but you will be contacted by phone within five business days. The complaint will be handled by a different person than the person who is involved in the issue of your complaint.
To properly handle your complaint we need some information from you. Please include the following information in your digital complaint form or in your letter:
There are two ways to submit your complaint: