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Klachtenbehandeling | IND
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has-content-elevation"> <div class="header__caption"> <div class="header__caption-plane"> <div class="container"> <div class="row no-gutters"> <div class="col-12 col-xl-9"> <h1 class="header__title header__title--large" tabindex="0">Klachtenbehandeling</h1> </div> </div> </div> </div> </div> </section> <section> <div class="container"> <div class="row no-gutters"> <div class="col-12"> <div id="indsitewidealertmeldingen" class="block block-ind-custom"> <div class="no-gutters row"> <div class="col-12"> <div data-sitewide-alert data-sitewide-alert-type="notification"></div> </div> </div> </div> </div> </div> </div> </section> <div class="container px-0"> <div class="row no-gutters"> <div class="col-12 col-xl-8"> <section class="pane--intro pane--intro-elevated pane pane--default" data-pane-type="intro"> <div class="container pr-0"> <div class="no-gutters row"> <div class="intro-elevated"> <div class="pane__content"> <div class="paragraph--call-to-action-button"> <div class="row no-gutters"> <div class="text-lead d-block col-lg-11"> <p>De IND is graag open en transparant over zijn werkzaamheden, ook als onze klanten vinden dat we het niet goed doen. Daarom geven we op deze pagina inzage in de klachtenbehandeling door de IND. De IND vindt het belangrijk dat de indiener van een klacht zich gehoord voelt 茅n dat we leren van klachten. Zo kunnen we onze dienstverlening verbeteren.</p> </div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> <div class="container px-0"> <div class="row no-gutters"> <div class="col-12 col-xl-8"> <section class="pane--wysiwyg pane pane--default" data-pane-type="wysiwyg"> <div class="container "> <div class="no-gutters row"> <div class=""> <div class="pane__content"> <div class="paragraph--wysiwyg"> <p>De IND onderscheidt klachten in onderstaande categorie毛n: </p><ul><li><em>Behandelduurklachten: dit zijn klachten over de behandelduur van een aanvraag.</em></li><li><em>Dienstverlening: dit zijn klachten over de dienstverlening van de IND, zoals de telefonische bereikbaarheid, de mogelijkheid om een loketafspraak te plannen, biometrieafname, documentafgifte of informatievoorziening.</em></li><li><em>Bejegening: dit zijn klachten over de houding of het gedrag van een IND-medewerker.</em></li><li><em>Nationale Ombudsman (NO): dit zijn Interventies die door de Nationale Ombudsman zijn uitgezet bij de IND.</em></li><li><em>Beleid: dit zijn klachten over het vreemdelingenbeleid en de uitvoering van dit beleid door de IND. In deze categorie vallen ook klachten die niet voor de IND zijn bestemd en volgens beleid worden doorgezonden naar ketenpartners.</em></li><li><em>IT-zaken: dit zijn klachten over het functioneren van de IND-website, MijnIND, Zakelijk Portaal, Advocatenportaal etc</em></li></ul><h2>Tabel klachtenbehandeling</h2><p> </p><div class="responsive-table"><div class="responsive-table-inner"><table><thead><tr><th scope="row">Maand</th><th scope="col">Behandelduur</th><th scope="col">Dienstverlening</th><th scope="col">Bejegening</th><th scope="col">NO</th><th scope="col">Beleid</th><th scope="col">IT</th><th scope="col">Overig</th><th scope="col">Totaal</th></tr></thead><tbody><tr><th>Okt</th><td>153</td><td>121</td><td>5</td><td>6</td><td>3</td><td>4</td><td>-</td><td>292</td></tr><tr><th>Sep</th><td>127</td><td>132</td><td>3</td><td>7</td><td>1</td><td>3</td><td>-</td><td>273</td></tr><tr><th>Aug</th><td>141</td><td>118</td><td>5</td><td>5</td><td>3</td><td>4</td><td>1</td><td>277</td></tr><tr><th scope="row">Juli</th><td>176</td><td>140</td><td>14</td><td>1</td><td>6</td><td>3</td><td>-</td><td>340</td></tr><tr><th scope="row">Juni</th><td>112</td><td>115</td><td>1</td><td>23</td><td>-</td><td>5</td><td>1</td><td>257</td></tr><tr><th scope="row">Mei</th><td>157</td><td>137</td><td>7</td><td>58</td><td>1</td><td>6</td><td>-</td><td>364</td></tr></tbody></table></div></div><h2>Toelichting bij tabel</h2><ul><li> In oktober 2024 heeft de IND 292 klachten ontvangen. Veruit de meeste klachten gaan over de Behandelduur van een aanvraag door de IND (127 klachten) en over de Dienstverlening door de IND (132).</li><li>In oktober 2024 is 84% van de klachten behandeld binnen de wettelijke termijn van <br>6 weken. De gemiddelde doorlooptijd van de klachtbehandeling is 3 weken.</li><li>In oktober 2024 zijn door de IND 308 klachten en Interventies NO beoordeeld:<br>- Terecht: 190 klachten (= 62%)<br>- Onterecht: 74 klachten (= 24%)<br>De overige 44 klachten (14%) zijn ingetrokken door de aanvrager, doorgezonden naar een ketenpartner, er was geen oordeel mogelijk omdat nader onderzoek niet mogelijk bleek, de klacht was niet ontvankelijk of er bleek geen belang meer bij een inhoudelijke behandeling van de klacht omdat de klachtoorzaak inmiddels blijkt verholpen.</li><li>De kolom 麓overig麓 omvat bijvoorbeeld klachten over tolken of klachten over facilitaire zaken. </li></ul><p><br><em>De behandeling van klachten is vastgelegd in de Algemene wet bestuursrecht (AWB), hoofdstuk 9.</em></p> </div> </div> </div> </div> </div> </section> </div> </div> </div> </main> </div> </div> </div> <div id="decision-tree-block" class="block block-ind-decision-tree"> <div class="no-gutters row"> <div class="col-12"> 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