Ombudsvrouw notes: number of complaints falls, mobility remains a scapegoat

Ghent Ombudsvrouw Helena Nachtergaele has its annual report of 2018 ready. Therein, it is striking that the number of complaints decreased slightly. Of all admissible complaints is a small half unfounded. Lonely at the top of the complaints is ‘mobility’. Also about WoninGent is firmly complained. Care, adequate communication, and reasonable time are the most violated principles.

The number of complaints has decreased slightly in 2018. In 2.017 there were 1.814 interventions of the office of the ombudsman, in 2018 there were 1.756. The number of tweedelijnsklachten is increased to 31%. That is to say, that now 3 out of 10 complaints effectively to the core business of the office of the ombudsman. Also the number of admissible complaints increased, from 20% in 2016, 25% in 2017 to 31% in 2018. Almost 70% of the complaints come in via e-mail, 18% of the complainants is still ‘real’ on a visit. 11% grabs for the phone and 2% send a letter. “That shows that we should be careful – in all services – to the digitisation not too far to drive”, warns Nachtergaele. “Not everyone is along with the digital evolution.”

Lonely at the top, the number of complaints about mobility. “But that is relatively” mobiliteitsschepen Filip Watteeuw (Green). “Yes, in the service of the mobiliteitsbedrijf should be better. There is an internal reorganization in progress. But on the other hand, I dare any understanding questions. Yes, there are 188 complaints. But do not forget that the mobiliteitsbedrijf 16.000 burgervragen per year arrive. That there are more than 45,000 parking spaces in management. That there 43.000 resident permits and that there are 550.000 parkeertransacties per month. With this figure you risk, of course, that occasionally something goes wrong.”

Ivago lagging behind

about Ivago get a lot of complaints, of which 76% is well founded. “Fly tipping is still a thorn in the eye of many of its citizens”, says the ombudsvrouw. “The sluikstort app works well, and therefore, the number of notifications increased sharply, which again makes it difficult to retrieve everything. Sluikstort is a problem but not solved hit. Also about the non-retrieval of regulatory offered waste is a lot of frustration. Ivago has the apparently difficult for some streets finished.” (read more under the picture)