Complaints about ACM
ACM seeks to perform its duties with the greatest care possible. If you feel you have not been treated properly by ACM, you may file a complaint.
Filing a complaint about ACM
If you enter your email address, you will automatically receive a copy of your complaint by email.
Is your complaint not about ACM, but about a company? File a report here if you believe that that company does not comply with the rules (in Dutch).
Finding a solution
As soon as we have received your complaint, we will assess the exact situation. We will first examine together whether we are able to find a solution. As part of that process, we will discuss your complaint with you. If we are unable to reach a solution in this manner, we will begin the more formal handling of your complaint.
Handling your complaint
We handle complaints in accordance with the ACM complaints procedure. This procedure is based on the Dutch General Administrative Law Act (Awb), which stipulates how we must handle your complaint. Our independent complaints officer looks into your complaint, and handles it confidentially. The complaints officer will confirm receipt of your complaint. The ACM staff member(s) about whom you have filed a complaint will receive a copy of your complaint. You and the ACM staff member(s) about whom you have filed a complaint have the opportunity to give a verbal explanation. These explanations will become part of a report. The complaints officer advises the Board of ACM regarding the handling of the complaint. The Board of ACM ultimately hands down the decision on your complaint, and will inform you about the outcome. This normally take place within ten weeks. In some instances, it may take up to four more weeks.
If you disagree with the decision
If you disagree with the decision of the Board of ACM, you may contact the National Ombudsman.