As the Flanders Marine Institute (VLIZ), we strive to inform you as thoroughly as possible about our activities. However, if you have any complaints about our operations, you can report them to the complaints officer at VLIZ, Ms. Fien De Raedemaecker. Your complaints will be treated confidentially.
You may file a complaint concerning the following:
- Compliance with the law: The correct application of regulations in the broadest sense of the term. What is unlawful is, of course, impermissible.
- Adequate reasoning: VLIZ explains and justifies its decisions and actions sufficiently and states the grounds on which they are based.
- Equality and impartiality: Similar cases must be treated in the same manner and impartially.
- Proper conduct: VLIZ ensures decency, politeness, and helpfulness in all its interactions.
- Proactive service: VLIZ answers questions posed and also provides unsolicited targeted information and assistance useful to the parties involved or refers them as appropriately as possible.
- Sound correspondence: Anyone contacting VLIZ can expect an acknowledgment of receipt if their query cannot be answered quickly. Letters will systematically include the name and contact details of the responsible contact person.
- Accessibility: VLIZ aims to be sufficiently accessible by phone, email, and in person.
- Good administrative practices and accuracy: VLIZ staff strive to work accurately, respond proactively, and correct errors as promptly and efficiently as possible.
- Reasonable processing time: VLIZ handles queries within a reasonable timeframe.
- Respect for privacy: VLIZ respects the privacy of all parties involved in every communication.
Legislation for submitting complaints to VLIZ
If you wish to file a complaint concerning VLIZ, please adhere to the guidelines and regulations for complaint management by the Flemish government, as outlined in Chapter 5 of the Administrative Decree of 7 December 2018. Please familiarise yourself with this decree before submitting a complaint.
How to submit a complaint
You can submit your complaint in several ways:
- By phone: You can contact the complaints officer via the main number: 059 33 60 00.
- In writing via post: address your letter to Flanders Marine Institute, Attn. Fien De Raedemaecker, InnovOcean Campus, Jacobsenstraat 1, 8400 Oostende, Belgium
- In writing via email: send an email to fien.de.raedemaecker@vliz.be
Please include the following details:
- A precise and clear description of your complaint, specifying the service or individual concerned and the period during which the issue occurred.
- Your name, address, telephone number, and email address.
- Copies of any supporting documents (letters, photographs, email correspondence, etc.).
- Anonymous complaints cannot be processed.
Complaint handling
You will receive written acknowledgment of receipt by letter or email within 10 calendar days (unless your complaint is resolved within this time frame). If a complaint is not handled, you will be informed of the reasons in writing.
Once received, your complaint will be processed within 45 calendar days. Wherever possible, the complaints officer will mediate between you and the relevant service or individual to find a resolution.
Legislation for filing complaints with the Flemish Ombudsman Service
If you are dissatisfied with the handling of a specific complaint, you can escalate it to the Flemish Ombudsman Service. However, you must first submit the complaint to the VLIZ contact person, Ms. Fien De Raedemaecker.
The Flemish Ombudsman Service acts as a mediator, aiming to reconcile the viewpoints of the complainant and VLIZ. Its operations are governed by the Ombudsman Decree of 7 July 1998 and the associated Internal Regulations of the Flemish Ombudsman Service. Particularly relevant is Chapter III, "Investigation of Complaints and Reports," which outlines the process for filing a complaint with the ombudsman.
For more information, you can also visit the website of the Flemish Ombudsman Service.