Ombudsman Commission
The Ombudsman Commission is an independent body that handles complaints from citizens regarding “treatment” or a lack of information at the second level of review—that is, when the complainant has not received a satisfactory response from the municipality itself at the first level. The commission has three members, each of whom contributes their expertise to the ombudsman’s work.
Diana Smiers, Chair of the Ombudsman Commission
With my legal background and experience in the business world, in government, and in the field of coaching, I enjoy combining the analytical side with the people-oriented approach.
The essence of our work as an ombudsman is to keep asking questions to get to the heart of a complaint. When is the problem truly resolved for the citizen? And can that reasonably be expected of the government? In addition, the complaint-handling process can lead to improvements in public services. Being able to guide this process is a challenging and fascinating task.
Jolanda Verbiesen, Acting Chair of the Ombudsman Commission
For more than 30 years, I have worked in various roles in the public sector. For the past 18 years, I have worked for local government. A recurring theme throughout my career has been the importance of open and transparent communication between residents and the government. Where there is a certain degree of dependency, that communication is even more important.
As a mediator, I continue to look for ways to create opportunities for mutual understanding even when dialogue no longer seems possible. This approach is also essential to the work of the Ombudsman Commission: fostering mutual understanding is the first step toward restoring trust.
Stephan Vink, Member of the Ombudsman Commission
To me, the democratic rule of law is a valuable asset. Trust between citizens and the government is of great importance in this regard. I am convinced that a thorough and independent complaints process is a key means of ensuring this trust.
As a member of the Ombudsman Committee, I can draw on my legal background and municipal experience to handle complaints from citizens in an independent and professional manner.
Contact Information
The contact information for the Ombudsman Commission is as follows:
Ombudsman Commission, Attn: Chairwoman Ms. D.G. Smiers,
c/o Municipality of Moerdijk
P.O. Box 4
4760 AA Zevenbergen
Email: mail@commissieombudsman.nl
If you have a complaint about the attitude or conduct of a public official or administrator, and the municipality does not resolve this complaint in a timely manner or to your satisfaction, you may contact the Ombudsman Commission. This is an external commission consisting of three independent members.
In order to process a complaint, the Ombudsman Commission requires a description of what the municipality is not doing properly and why you have been unable to resolve the issue on your own. The Ombudsman Commission can only address your complaint if you have already filed a complaint with the municipality of Moerdijk and have completed the complaint procedure (the formal review in the first instance).
The Ombudsman Commission cannot take up a case if you have received a decision from the municipality stating that you may file an objection and/or an appeal with the (appeals) court. The commission also cannot assist you with complaints regarding the application of a municipality’s policy—that is, regarding the substance of a decision. That is the responsibility of the Municipal Executive and the municipal council.
Refer
If a complaint has not yet been handled by the municipality itself, the committee will refer it to the municipality’s complaints handler. Even if a complaint does not actually fall under the municipality’s jurisdiction, the committee may refer it to another agency.
Mediation
In certain cases, the Ombudsman Commission may also mediate. The commission can then play a role in the process by inviting the municipality to contact the complainant—for example, to resolve the issue underlying the complaint. This may also involve a third party. Whether further investigation by the commission is still warranted depends on the outcome.
Research
If the municipality’s own handling of the complaint has not led to the desired outcome, the committee may launch an investigation into the appropriateness of the conduct and attitude.
In most cases, an investigation begins with a face-to-face meeting between the complainant and the committee. The committee then meets with the complainant to get to know them, determine the true nature of the complaint, and decide how best to handle it. Subsequently, a meeting will be scheduled with the person who is the subject of the complaint. The rest of the process is structured based on what the committee deems important.
Once the committee has a clear picture of what happened, the initial findings are included in a report that is presented to all parties involved. In most cases, after the parties involved have responded to the report of findings, a report is issued stating whether a complaint is substantiated or not. If the complaint is substantiated, the report also specifies which standard of propriety has been violated. In addition, the committee may include recommendations in this final report.
The municipality must comply with what are known as “standards of propriety.” There are 22 of them. The most important aspects of these standards can be summarized in four core values, which govern the attitude and behavior of civil servants and administrators toward citizens:
- open and clear;
- respectful;
- committed and solution-oriented;
- honest and reliable.