{"id":18653,"date":"2023-01-27T13:46:38","date_gmt":"2023-01-27T13:46:38","guid":{"rendered":"https:\/\/www.enabel.be\/?page_id=18653"},"modified":"2026-02-06T14:49:02","modified_gmt":"2026-02-06T14:49:02","slug":"klachtenbeheer","status":"publish","type":"page","link":"https:\/\/www.enabel.be\/nl\/klachtenbeheer\/","title":{"rendered":"Klachtenbeheer"},"content":{"rendered":"<header class=\"header--big relative flex align-center items-center min-h-screen\">\n\t<div class=\"z-20 container grid grid-cols-12\">\n\t\t<div class=\"z-30 relative col-span-12 md:col-span-8 col-start-1 md:col-start-3 text-center text-white\">\n\t\t\t\t\t\t\t<p class=\"h5\" data-aos=\"fade-down\">Klachtenbeheer<\/p>\n\t\t\t\t\t\t<h1 data-aos=\"fade-up mb-0\">Bent je niet tevreden over de kwaliteit van onze dienstverlening? <\/h1>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1260\" height=\"840\" src=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1.jpg\" class=\"z-0 absolute inset-0 w-full h-full object-cover object-top wp-post-image\" alt=\"two people talking at a table\" srcset=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1.jpg 1260w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1-300x200.jpg 300w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1-1024x683.jpg 1024w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1-768x512.jpg 768w\" sizes=\"(max-width: 1260px) 100vw, 1260px\" \/>\n\t\t\t\t\t<div class=\"scroll rellax\" data-rellax-percentage=\"0.5\" data-rellax-speed=\"-1.5\">\n\t\t<p>\n\t\t\tScroll\n\t\t<\/p>\n\t<\/div>\n<\/header>\n\n<section class=\"section--text-center mx-auto bg-greylight\">\n    <div class=\"container items-center grid-flow-row-dense grid-cols-12 lg:grid\">\n        <div class=\"relative text-center z-1 lg:col-start-2 lg:col-span-10\">\n            <h2 style=\"text-align: left;\"><img decoding=\"async\" class=\"size-medium wp-image-18655 alignleft\" src=\"https:\/\/www.enabel.be\/app\/uploads\/2023\/01\/klachten-dienstverlening-pos-NL@2x-300x177.png\" alt=\"\" width=\"300\" height=\"177\" srcset=\"https:\/\/www.enabel.be\/app\/uploads\/2023\/01\/klachten-dienstverlening-pos-NL@2x-300x177.png 300w, https:\/\/www.enabel.be\/app\/uploads\/2023\/01\/klachten-dienstverlening-pos-NL@2x.png 380w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>Wij streven naar een optimale dienstverlening. Toch kan het gebeuren dat je niet tevreden bent over onze service. Je kan dan een klacht indienen.<\/h2>\n\n        <\/div>\n    <\/div>\n<\/section>\n\n\n<section class=\"section--article-content\">\n    <div class=\"container grid grid-cols-12\">\n        <div class=\"col-span-12 col-start-1 md:col-span-8 md:col-start-3\">\n            <div>\n<h4><\/h4>\n<h4><strong>Wie kan een klacht indienen?<\/strong><\/h4>\n<p>Iedereen die geen deel uitmaakt van het personeel van Enabel of elke organisatie die niet tevreden is over de diensten van Enabel.<\/p>\n<p>&nbsp;<\/p>\n<h4><strong>Welke klachten kan je indienen?<\/strong><\/h4>\n<p>De klachtendienst ontvangt, onderzoekt en behandelt op een gestructureerde manier klachten over:<\/p>\n<div>\n<ul style=\"list-style-type: disc;\">\n<li>de houding van ons personeel;<\/li>\n<li>de kwaliteit van onze diensten;<\/li>\n<li>het naleven van de procedures;<\/li>\n<li>het klachtenbeheer zelf.<\/li>\n<\/ul>\n<\/div>\n<div>Alleen klachten over de eigen werking van Enabel worden ontvankelijk bevonden. Wij verbinden ons er wel toe om alle klachten die geen verband houden met Enabel door te geven aan de betrokken organisatie en je daarover in te lichten. Je kan een klacht indienen tot zes maanden na het incident.<\/div>\n<p>&nbsp;<\/p>\n<h4><strong>Wat zijn de uitzonderingen?<\/strong><\/h4>\n<ul style=\"list-style-type: disc;\">\n<li>Algemene informatievragen moeten worden gericht aan info@enabel.be<\/li>\n<li>Bepaalde klachten kunnen aanleiding geven tot wettelijke beroepsprocedures (wanneer het gaat over overheidsopdrachten bijvoorbeeld). De klachtenprocedure vervangt de wettelijke beroepsprocedures niet.<\/li>\n<li>Klachten over integriteitskwesties (fraude, corruptie&#8230;) moeten worden gericht aan het onafhankelijke integriteitsbureau: <a href=\"https:\/\/www.enabel.be\/nl\/wie-we-zijn\/integriteit\/\">https:\/\/www.enabel.be\/nl\/wie-we-zijn\/integriteit\/ <\/a><\/li>\n<\/ul>\n<\/div>\n<p>&nbsp;<\/p>\n<h4><strong>Hoe kan je een klacht indienen?<\/strong><\/h4>\n<ul style=\"list-style-type: disc;\">\n<li>U kan een klacht indienen via <a href=\"https:\/\/www.enabel.be\/nl\/dien-een-klacht-in\/\" target=\"_blank\" rel=\"noopener\">het online formulier<\/a>, of<\/li>\n<li>door een mail te sturen naar complaints@enabel.be<\/li>\n<\/ul>\n<p>Anonieme klachten komen niet in aanmerking.<\/p>\n<p>&nbsp;<\/p>\n<h4><strong>Wat gebeurt er met uw klacht?<\/strong><\/h4>\n<p>U ontvangt:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>een ontvangstbevestiging<\/li>\n<li>een gemotiveerd antwoord binnen 30 kalenderdagen.<\/li>\n<\/ul>\n<p>Als u niet tevreden bent over het antwoord,\u202fkunt u een klacht indienen bij de federale Ombudsman:<\/p>\n<p>Leuvenseweg 48 bus 6<br \/>\n1000 Brussel<br \/>\ncontact@federaalombudsman.be<\/p>\n<p>Voor vragen met betrekking tot de procedure kan u terecht op complaints@enabel.be<\/p>\n\n        <\/div>\n    <\/div>\n<\/section>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<section class=\"section--article-button\">\n    <div class=\"container flex justify-center\">\n                    <a href=\"https:\/\/www.enabel.be\/nl\/dien-een-klacht-in\/\" class=\"btn-primary card--animation\" >\n\t\t<span>Dien een klacht in<\/span>\n\t<\/a>\n            <\/div>\n<\/section>\n\n<section class=\"section--action py-40 bg-greylight\">\n    <div class=\"container relative grid-cols-12 gap-8 md:grid\">\n        \n        <div class=\"relative z-10 flex flex-row flex-wrap content-between col-span-12 gap-10 md:col-span-10 md:col-start-2\">\n                            <a\n    href=\"https:\/\/www.enabel.be\/nl\/wie-we-zijn\/integriteit\/\"\n    class=\"has-cursor card--action card--animation | overflow-hidden font-normal no-underline text-inherit w-full md:w-[46%] lg:w-[47%] \"\n    data-aos=\"fade-down\"\n    data-aos-delay=\"000\"\n    >\n    <div class=\"relative card--top h-[340px] flex items-center\">\n        <img decoding=\"async\" width=\"720\" height=\"480\" src=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/Assistante-administrative-au-service-daccueil-1024x683_cleanup.jpg\" class=\"absolute top-0 left-0 h-full w-full object-cover object-center wp-post-image\" alt=\"Woman sitting behind a desk, smiling at someone approaching her.\" srcset=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/Assistante-administrative-au-service-daccueil-1024x683_cleanup.jpg 720w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/Assistante-administrative-au-service-daccueil-1024x683_cleanup-300x200.jpg 300w\" sizes=\"(max-width: 720px) 100vw, 720px\" \/>\n        <p class=\"px-[24px] z-10\">\n            Lees meer over ons integriteitsbeleid of neem contact op met onze integriteitsdesk.\n        <\/p>\n    <\/div>\n    <h3 class=\"relative z-10 flex justify-between w-full p-6 mb-0\">\n        Meld een integriteitsprobleem\n        <svg width=\"17\" height=\"12\" viewBox=\"0 0 17 12\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"min-w-[43px]\">\n\t<path d=\"M0 6.00004L16.0319 6.00004M16.0319 6.00004L10.705 0.813232M16.0319 6.00004L10.705 11.1868\" stroke=\"#012D3A\"\/>\n<\/svg>\n    <\/h3>\n<\/a>\n                            <a\n    href=\"https:\/\/www.enabel.be\/nl\/wie-we-zijn\/bestuurs-en-controleorganen\/\"\n    class=\"has-cursor card--action card--animation | overflow-hidden font-normal no-underline text-inherit w-full md:w-[46%] lg:w-[47%] \"\n    data-aos=\"fade-down\"\n    data-aos-delay=\"100\"\n    >\n    <div class=\"relative card--top h-[340px] flex items-center\">\n        <img decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-scaled.jpg\" class=\"absolute top-0 left-0 h-full w-full object-cover object-center wp-post-image\" alt=\"\" srcset=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-scaled.jpg 2560w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-300x200.jpg 300w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-1024x683.jpg 1024w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-768x512.jpg 768w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-1536x1024.jpg 1536w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/>\n        <p class=\"px-[24px] z-10\">\n            Meer informatie over het juridische kader waarbinnen wij werken, onze beheers- en controleorganen.\n        <\/p>\n    <\/div>\n    <h3 class=\"relative z-10 flex justify-between w-full p-6 mb-0\">\n        Bestuurs- en controleorganen\n        <svg width=\"17\" height=\"12\" viewBox=\"0 0 17 12\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"min-w-[43px]\">\n\t<path d=\"M0 6.00004L16.0319 6.00004M16.0319 6.00004L10.705 0.813232M16.0319 6.00004L10.705 11.1868\" stroke=\"#012D3A\"\/>\n<\/svg>\n    <\/h3>\n<\/a>\n                    <\/div>\n                    <svg class=\"absolute z-0 -top-[50px] h-[auto] -scale-x-100 -left-[21rem]\" width=\"740\" height=\"963\" viewBox=\"0 0 740 963\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                <path d=\"M4.14789 68.4593C3.1875 69.1487 2.41949 69.7137 1.84961 70.1388C76.3121 111.451 123.489 182.456 157.038 257.094C179.798 307.73 196.335 360.169 210.846 406.188C217.84 428.365 224.363 449.05 230.886 467.325C271.09 579.963 339.187 745.177 505.856 848.48C587.479 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<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":3,"featured_media":4167,"parent":0,"menu_order":5,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-18653","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Klachtenbeheer - Enabel - Belgisch agentschap voor internationale samenwerking<\/title>\n<meta name=\"description\" content=\"Ben je niet tevreden over de kwaliteit van onze dienstverlening? 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