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Complaints

Quality and openness are important values at Naktuinbouw. However, there may be instances when you feel you have not been helped satisfactorily. Naktuinbouw has established a complaints procedure for this purpose. You can find the complaints form at our website.

As required by the Dutch General Administrative Law Act (chapter 9), an overview of complaints handling in 2023 is shown below.

DepartmentNature of the complaintConclusionFindings and any follow-up action
Laboratories
Delay in issuing laboratory results
Partly unfounded / partly founded
Naktuinbouw did not confirm lead time. ISTA-submission of seed analysis unjustifiably cancelled by Naktuinbouw.
Laboratories
Too long lead time of ELISA test
Partly unfounded / partly founded
Samples processing did not take unreasonably long. One sample incorrectly used. Credited. 
Inspections
Too long lead time at export inspection
Founded
Invoice credited. Internal agreements made to improve process.
LaboratoriesToo long lead time ArMV test, material was mislaidPartly unfounded / partly foundedNaktuinbouw did not confirm lead time. Invoice partially credited because material reception process was incorrect.

This overview does not list objections received by Naktuinbouw concerning statutory regulations or fees that are a direct result of the law. This concerned two objections in 2023.

Objections

A company that does not agree with an administrative decision taken by Naktuinbouw is entitled to submit an objection. Naktuinbouw received five objections relating to invoices sent for inspections or the measures imposed. These objections were all unfounded. As a result, two registered companies lodged an appeal with the administrative court.