Everyone who deals with the Belastingdienst Caribisch Nederland has the opportunity to submit a complaint. This right applies to private individuals, businesses, foundations, etc. We hope we can find a solution to your problem together.
On what grounds can you submit a complaint?
- You are dissatisfied with the way that you were treated by the Belastingdienst CN.
- You have a complaint that relates to the Belastingdienst and Douane as a whole.
- You have a complaint about a particular employee.
On what grounds are you not entitled to submit a complaint?
Complaints cannot be submitted about decisions made by the Belastingdienst CN for which a notice of objection or appeal can be submitted. Examples of this include when you dispute the amount of an assessment notice as determined by the Belastingdienst.
How do you submit a complaint?
- You can download the complaints form here in PDF format. Complete this form in full and send it to us by post. The address to which you must send it is stated on the form.
- You can also send an e-mail or a letter to the Belastingdienst and Douane. When doing so, write the word 'Complaint' on the envelope or in the subject line. https://www.belastingdienst-cn.nl/contact
- In your e-mail or letter, give as clear an explanation as possible about what your complaint is, what went wrong, when this happened or with whom you talked about it. It's not a problem if you don't remember their name. You should also provide your name, address, telephone number and CRIB number.
- Indicate whether you would be willing to arrange a meeting to give further clarification of your complaint.
You have submitted a complaint. What happens now?
Your complaint is important to us. After all, we are always keen to learn how we can do better. We hope we can find a solution to your problem together. The following is a rough description of how your complaint will be processed.
You will receive confirmation of receipt within a week and your complaint handler will contact you by phone within a week. He will then discuss the situation with you. If we are unable to contact you by phone, then you will receive a letter or e-mail.
Your complaint handler will investigate what happened and how your problem can be resolved.
Your complaint handler will also be an employee of the Belastingdienst and Douane. However, he will assess your complaint in a neutral and impartial manner. Your complaint handler will not have had any involvement in the situation to which your complaint relates. He will assess the situation objectively.
Your complaint handler will collect information concerning your complaint and will contact you for this purpose. If you wish, you can come and explain your complaint further during a face-to-face meeting.
The complaint handler will also talk to an employee of the Belastingdienst and Douane with expertise in the area to which your complaint relates. Sometimes all three of you will discuss the matter together, although usually this is done separately. The ultimate goal is to resolve the problem.
The investigation can take six weeks. Sometimes more time is required, in which case we will inform you.
Are you happy with the situation now? If so, you will receive a letter or e-mail from us stating that your complaint has been resolved. If you would prefer a more detailed letter or e-mail, then this is also possible. However, be sure to inform your complaint handler that you wish to receive this more detailed letter/e-mail.
Once this has been done, the complaints procedure will end. If you do not wish it to end here, then we will process your complaint further.
If you are dissatisfied with the results of the complaints procedure, then you will receive a more detailed letter. Once this has been done, the complaints procedure will end.
Are you dissatisfied with the way that we handled your complaint? If so, then you can submit a notice of request to the National Ombudsman. The National Ombudsman will then investigate whether the Belastingdienst and Douane processed your complaint sufficiently.
Alternatively, you can write a letter to the Petitions Committee of the Lower House of the States General or the Petitions Committee of the Upper House of the States General.
https://www.tweedekamer.nl/kamerleden_en_commissies/commissies/verz/verzoekschriften