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Klachten | FAGG
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class="visually-hidden">Current Page:</span>Klachten</li> </ol> </nav> </div> </div> <div class="page__wrapper page__wrapper--content"> <div class="container"> <div class="row"> <main class="page__section page__section--content" role="main"> <span id="main-content"></span> <h1 class="page__title"> <span>Klachten</span> </h1> <article class="node node--type-page node--view-mode-full"> <div class="node__content"> <div class="clearfix field--text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><div class="textblock topic clearfix"> <div class="textblock clearfix"> <div class="textblock clearfix"> <table> <tbody> <tr> <td><img alt="logo klachten" data-entity-type="image" data-entity-uuid="0" src="/sites/default/files/content/klachten-dienstverlening-pos-nl.png" style="width: 300px; height: 178px;" title="logo_klacthen"></td> <td> <h2>Niet tevreden over onze prestaties of dienstverlening?</h2> <h2>Dan kunt u een klacht indienen.</h2> </td> </tr> </tbody> </table> <p> </p> <ul> </ul> <table border="1" cellpadding="1" cellspacing="1" style="width: 500px;"> <tbody> <tr> <td> <h2><strong>Opgelet</strong></h2> <ul> <li>Gebruik de <a href="http://www.fagg.be/nl/notification_effets">specifieke meldingsformulieren</a> voor klachten over een bijwerking, een ongewenste reactie of een incident dat verband houdt met een geneesmiddel of gezondheidsproduct. </li> <li>Stuur een klacht over reclame voor geneesmiddelen en/of gezondheidsproducten naar het <a href="http://www.fagg.be/nl/MENSELIJK_gebruik/geneesmiddelen/geneesmiddelen/goed_gebruik_geneesmiddel/reclame">specifieke meldpunt</a>.</li> </ul> </td> </tr> </tbody> </table> <p> </p> <p> </p> <p><a href="#1"><strong>Een klacht over onze prestaties?</strong></a></p> <p><a href="#2"><strong>Welk type klacht kunt u indienen?</strong></a></p> <p><a href="#3"><strong>Hoe kunt u een klacht indienen?</strong></a></p> <p><a href="#4"><strong>Wat gebeurt er met uw klacht?</strong></a></p> <p><a href="#5"><strong>Wat als u niet tevreden bent met het antwoord?</strong></a></p> <p> </p> <h3><strong>Een klacht over onze prestaties?<a id="1" name="1"></a></strong></h3> <p>De medewerkers van het FAGG doen elke dag hun uiterste best om u te helpen door kwaliteitsvolle diensten aan te bieden.</p> <p>Het kan gebeuren dat u niet helemaal tevreden bent. </p> <p>Bij vergissingen kunt u altijd contact opnemen met de persoon die verantwoordelijk is voor uw dossier.</p> <p>Bent u niet tevreden met het antwoord? Dan kunt u een klacht indienen. Uw klacht zal behandeld worden door onze afdeling Kwaliteit. U krijgt een oplossing aangeboden of de vergissing wordt rechtgezet.</p> <p>Uw klacht zal het FAGG in staat stellen om zijn werking en dienstverlening te verbeteren en op die manier gelijkaardige klachten in de toekomst te voorkomen.</p> <p>Voor meer informatie kunt u onze folder <a href="/sites/default/files/Klachten_Brochure_NL_V202305.pdf" target="_blank">Niet tevreden over onze dienstverlening? Laat het ons weten!</a> (PDF) raadplegen.</p> <p> </p> <h3><strong>Welk type klacht kunt u indienen?<a id="2" name="2"></a></strong></h3> <p>Elke persoon of organisatie die in contact komt met het FAGG kan een klacht indienen. Uw klacht moet wel verband houden met de bevoegdheden van het FAGG.</p> <p>Uw klacht kan gaan over:</p> <ul> <li>de diensten en producten van het FAGG;</li> <li>de kwaliteit ervan;</li> <li>de afhandeling van een aanvraag;</li> <li>de toepassing van de wetgeving.</li> </ul> <p>Bijvoorbeeld</p> <ul> <li>Een dossier dat niet binnen de wettelijke termijn werd afgesloten.</li> <li>De illegale verkoop van een geneesmiddel.<br> </li> </ul> <p><strong>De volgende klachten kunnen we niet behandelen: </strong></p> <ul> <li>klachten die niet onder de bevoegdheid van het FAGG vallen;</li> <li>anonieme klachten;</li> <li>klachten die niet gemotiveerd zijn (u moet het belang van de klacht kunnen aantonen);</li> <li>klachten over feiten van langer dan een jaar geleden; </li> <li>klachten die het voorwerp zijn van een gerechtelijke procedure.</li> </ul> <p>Mondelinge klachten moeten altijd schriftelijk worden bevestigd.<br> </p> <p><strong>Een klacht is geen beroep </strong></p> <p>Als u een administratieve beslissing wilt laten vernietigen, dan moet u beroep aantekenen bij de Raad van State.<br> </p> <h3><strong>Hoe kunt u een klacht indienen?<a id="3" name="3"></a></strong></h3> <p>Om een klacht in te dienen, kunt u:</p> <ul> <li>het <a href="#FO">onlineformulier</a> hieronder invullen;</li> <li>uw klacht per post, met de vermelding "Vertrouwelijk", versturen naar</li> </ul> <p style="margin-left:18.0pt;">Federaal Agentschap voor Geneesmiddelen en Gezondheidsproducten<br> Hugues Malonne, Administrateur-generaal<br> Galileelaan 5/03<br> 1210 BRUSSEL</p> <h3><strong>Wat gebeurt er met uw klacht? <a id="4" name="4"></a></strong></h3> <p>De klachtenprocedure zorgt ervoor dat klachten volledig, eerlijk en onpartijdig worden onderzocht. Elke klacht wordt vertrouwelijk behandeld en helpt ons onze prestaties in de toekomst te verbeteren.</p> <p>U ontvangt:</p> <ul> <li>een ontvangstbevestiging met een uniek registratienummer;</li> <li>binnen veertig werkdagen: <ul style="list-style-type:circle;"> <li>een gemotiveerd antwoord;</li> <li>een rechtzetting;</li> <li>een oplossing.</li> </ul> </li> </ul> <p>Elk jaar evalueren we de ingediende klachten en stellen we een actieplan op om onze activiteiten en diensten te verbeteren.<br> </p> <h3><strong>Wat als u niet tevreden bent met ons antwoord op uw klacht?<a id="5" name="5"></a></strong></h3> <p>Dan kunt u contact opnemen met de federale Ombudsman. Dat is een onafhankelijke dienst die geen deel uitmaakt van de federale overheid. Deze zal uw klacht gratis en volkomen onpartijdig onderzoeken.<br> </p> <p><strong>Contactgegevens</strong></p> <ul> <li>Federale Ombudsman<br> Leuvenseweg 48, bus 6<br> 1000 BRUSSEL</li> <li><a href="www.federaalombudsman.be">www.federaalombudsman.be</a></li> </ul> </div> </div> </div> <div id="gtx-trans" style="position: absolute; left: 427px; top: 883.8px;"> <div class="gtx-trans-icon"> </div> </div> </div> </div> </article> <div id="block-fagg-webform-complaints-nl" class="block--complaints-form block block--webform block--webform--fagg-webform-complaints-nl block--region-content"> <form class="webform-submission-form webform-submission-add-form webform-submission-webform-14648-form webform-submission-webform-14648-add-form webform-submission-webform-14648-node-104718-form webform-submission-webform-14648-node-104718-add-form js-webform-details-toggle webform-details-toggle form" data-drupal-selector="webform-submission-webform-14648-node-104718-add-form-2" action="/nl/Klachten" method="post" id="webform-submission-webform-14648-node-104718-add-form--2" accept-charset="UTF-8"> <div id="edit-persoonelijke-gegevens" class="form-item form-item--type-processed-text form-item--name- js-form-item js-form-type-processed-text js-form-item-"> <h2>Persoonlijke gegevens</h2> </div> <div class="webform-element--title-inline form-item form-item--type-textfield form-item--name-naam js-form-item js-form-type-textfield js-form-item-naam"> <label for="edit-naam" data-required="true" class="form-required js-form-required">Naam</label> <input data-drupal-selector="edit-naam" type="text" id="edit-naam" name="naam" value="" size="60" maxlength="255" class="form-text required" required="required" aria-required="true" /> </div> <div class="webform-element--title-inline form-item form-item--type-textfield form-item--name-voornaam js-form-item js-form-type-textfield js-form-item-voornaam"> <label for="edit-voornaam">Voornaam</label> <input data-drupal-selector="edit-voornaam" type="text" id="edit-voornaam" name="voornaam" value="" size="60" maxlength="255" class="form-text" /> </div> <div class="webform-element--title-inline form-item form-item--type-email form-item--name-e-mailadres js-form-item js-form-type-email js-form-item-e-mailadres"> <label for="edit-e-mailadres" data-required="true" class="form-required js-form-required">E-mailadres</label> <input data-drupal-selector="edit-e-mailadres" type="email" id="edit-e-mailadres" name="e_mailadres" value="" size="20" maxlength="254" class="form-email required" required="required" aria-required="true" placeholder="E-mailadres" /> </div> <div class="form-item form-item--type-textarea form-item--name-contactadres js-form-item js-form-type-textarea js-form-item-contactadres"> <label for="edit-contactadres" data-required="true" class="form-required js-form-required">Contactadres</label> <div class="form-textarea__wrapper"> <textarea data-drupal-selector="edit-contactadres" id="edit-contactadres" name="contactadres" rows="5" cols="60" class="form-textarea required form-textarea--resize-vertical" required="required" aria-required="true"></textarea> </div> </div> <div id="edit-uw-klacht" class="form-item form-item--type-processed-text form-item--name- js-form-item js-form-type-processed-text js-form-item-"> <h2>Uw klacht</h2> </div> <fieldset data-drupal-selector="edit-uw-klacht-betreft" class="webform-element--title-inline radios--wrapper fieldgroup form-composite webform-composite-visible-title required webform-fieldset--title-inline js-webform-type-radios webform-type-radios form-item form-wrapper js-form-item js-form-wrapper" id="edit-uw-klacht-betreft--wrapper"> <legend id="edit-uw-klacht-betreft--wrapper-legend"> <span class="fieldset-legend form-required js-form-required">Uw klacht betreft </span> </legend> <div class="fieldset-wrapper"> <div id="edit-uw-klacht-betreft" class="js-webform-radios webform-options-display-one-column form-radios"><div class="form-item form-item--type-radio form-item--name-uw-klacht-betreft js-form-item js-form-type-radio js-form-item-uw-klacht-betreft"> <input data-drupal-selector="edit-uw-klacht-betreft-prior" type="radio" id="edit-uw-klacht-betreft-prior" name="uw_klacht_betreft" value="Prior" class="form-radio" /> <label for="edit-uw-klacht-betreft-prior" class="option">Een eerder ingediend verzoek of een eerdere klacht (vermeld onder "Beschrijf uw klacht" bij wie en wanneer)</label> </div> <div class="form-item form-item--type-radio form-item--name-uw-klacht-betreft js-form-item js-form-type-radio js-form-item-uw-klacht-betreft"> <input data-drupal-selector="edit-uw-klacht-betreft-complaint-about-gagg-service" type="radio" id="edit-uw-klacht-betreft-complaint-about-gagg-service" name="uw_klacht_betreft" value="Complaint about GAGG service" class="form-radio" /> <label for="edit-uw-klacht-betreft-complaint-about-gagg-service" class="option">Een klacht over een dienst van het FAGG</label> </div> <div class="form-item form-item--type-radio form-item--name-uw-klacht-betreft js-form-item js-form-type-radio js-form-item-uw-klacht-betreft"> <input data-drupal-selector="edit-uw-klacht-betreft-complaint-about-a-third-party-service" type="radio" id="edit-uw-klacht-betreft-complaint-about-a-third-party-service" name="uw_klacht_betreft" value="Complaint about a third-party service" class="form-radio" /> <label for="edit-uw-klacht-betreft-complaint-about-a-third-party-service" class="option">Een klacht over een partij extern aan het FAGG</label> </div> </div> </div> </fieldset> <div class="form-item form-item--type-textarea form-item--name-beschrijf-uw-klacht-max-1000-tekens js-form-item js-form-type-textarea js-form-item-beschrijf-uw-klacht-max-1000-tekens"> <label for="edit-beschrijf-uw-klacht-max-1000-tekens" data-required="true" class="form-required js-form-required">Beschrijf uw klacht (max. 1000 tekens)</label> <div class="form-textarea__wrapper"> <textarea data-drupal-selector="edit-beschrijf-uw-klacht-max-1000-tekens" id="edit-beschrijf-uw-klacht-max-1000-tekens" name="beschrijf_uw_klacht_max_1000_tekens" rows="5" cols="60" class="form-textarea required form-textarea--resize-vertical" required="required" aria-required="true"></textarea> </div> </div> <div id="edit-verplicht-veld" class="form-item form-item--type-processed-text form-item--name- js-form-item js-form-type-processed-text js-form-item-"> <p><span style='color:red; font-weight: bold;'>*</span> = verplicht veld</p> </div> <input autocomplete="off" data-drupal-selector="form-rrchfuwawp4mb1limib5g5spx7egcn5m7j2zwckrxu0" type="hidden" name="form_build_id" value="form-rRcHFuwaWP4MB1liMiB5G5spX7eGcN5m7J2zWckRXu0" /> <input data-drupal-selector="edit-webform-submission-webform-14648-node-104718-add-form" type="hidden" name="form_id" value="webform_submission_webform_14648_node_104718_add_form" /> <div data-drupal-selector="edit-actions" class="form-actions js-form-wrapper form-wrapper" id="edit-actions--2"><input class="webform-button--submit button button--primary js-form-submit form-submit" data-drupal-selector="edit-submit" type="submit" id="edit-submit" name="op" value="Indienen" /> </div> <div class="url-textfield js-form-wrapper form-wrapper" style="display: none !important;"><div class="form-item form-item--type-textfield form-item--name-url js-form-item js-form-type-textfield js-form-item-url"> <label for="edit-url">Laat dit veld leeg</label> <input autocomplete="off" data-drupal-selector="edit-url" type="text" id="edit-url" name="url" value="" size="20" maxlength="128" class="form-text" /> </div> </div> </form> </div> <div class="views-element-container block--last-updated block block--views block--views--last-updated-block-1 block--region-content-bottom" id="block-fagg-last-updated"> <div><div class="view view--name-last-updated view--display-block-1 view--id-last_updated view--display-id-block_1 js-view-dom-id-d4cff817d61dca5c96da684ad6350ed2b058f997ebb1519d82f11f98741811b3"> <div class="view__content"> <div class="view__row"><div><span>Laatste update op <time datetime="2025-04-02T11:47:04+02:00" class="datetime">02/04/2025</time> </span></div></div> </div> </div> </div> </div> </main> <div class="page__section page__section--sidebar-second"> <div id="block-blocnoticenl" class="block block--block-content block--block-content--basic--full block--region-sidebar-second"> <div class="clearfix field--text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><div class="block-search"> <h2>Zoek informatie over een vergund geneesmiddel </h2> <p class="MsoNormal"><span lang="EN-US" style="mso-ansi-language:EN-US">(bijsluiter, SKP, RMA, DHPC, s-RMP) <o:p> </o:p></span></p> <p class="rtecenter"><a href="https://geneesmiddelendatabank.be" target="_blank">Zoeken</a></p> </div> </div> </div> <div id="block-databankgeneesmiddelennl" class="block 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