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Complaints procedure

Of course, we will try to handle your complaint as carefully as possible. You can be certain of that. Even so, you still may receive an answer you find unsatisfactory. In such a case, you can submit your complaint to other bodies. A list of all the options is given below.

Complaint about how your personal details were handled

We do everything we can to protect your privacy. However, if you have a complaint about how your personal details have been handled, please contact our Customer Service staff.

T.a.v. Cliëntenservice
ONVZ Zorgverzekeraar
Postbus 392
3990 GD  Houten
Netherlands

Complaint about an ONVZ form

Are any of the ONVZ forms complicated or unnecessary? Please contact our Customer Service staff.
If you are not satisfied with the result, you can submit your complaint to the Dutch Health-Care Authority - the Nederlandse Zorgautoriteit. The Nederlandse Zorgautoriteit’s judgements are binding.

Nederlandse Zorgautoriteit
T.a.v. de Informatielijn/het Meldpunt
Postbus 3017
3502 GA  Utrecht
Netherlands
T: +31 (0)900 770 70 70
E: informatielijn@nza.nl
www.nza.nl/consument/informatielijn

Complaint about how ONVZ handles complaints

If you are dissatisfied with the way that we handle complaints, you can contact the complaints and disputes committee Stichting Klachten en Geschillen Zorgverzekeringen (SKGZ).

Stichting Klachten en Geschillen Zorgverzekeringen
Postbus 291
3700 AG  Zeist
Netherlands
T: +31 (0)30 698 83 60
F: +31 (0)30 698 83 99
E: info@skgz.nl
www.skgz.nl

Complaint about a health-care provider or institution

You can submit complaints about a health-care provider or institution to a mediator or the complaints committee of the professional group or institution in question. You can also contact Zorgbelang Nederland. This is an independent institution which can provide information, advice and support if you have a complaint. For further information, please visit www.zorgbelang-nederland.nl.

Complaint about a health-care institution

If you have suffered financial loss, you can also contact the Geschillencommissie Zorginstellingen with your complaint about a health-care institution. The institution must be registered with this committee and your claim may not be greater than € 5,000. The Geschillencommissie Zorginstellingen’s judgements are binding.

Geschillencommissie Zorginstellingen
Postbus 90600
2509 LP  Den Haag
Netherlands
T: +31 (0)70 310 53 10
www.sgc.nl

Complaint about a health-care provider

The health-care disciplinary tribunals monitor the quality of professional practice in the health-care sector. If you have a complaint about a health-care professional, you can submit your complaint to one of the regional disciplinary tribunals in writing. The committee decides if a mistake has been made. For further information, please visit www.tuchtcollege-gezondheidszorg.nl.

Complaints about physiotherapists

Koninklijk Nederlands Genootschap voor fysiotherapie (KNGF)
T.a.v. de klachtencommissie
Postbus 248
3800 AE  Amersfoort
Netherlands
T: +31 (0)33 467 29 00
www.kngf.nl

Complaints about pharmacists

Klachtencommissie Openbare Apotheek
Antwoordnummer 614
1400 WB  Bussum
Netherlands
T: +31 (0)35 697 52 61
www.apotheek.nl
Postage does not need to be paid on letters sent from within the Netherlands.

Complaints about your GP

The majority of GPs are affiliated to a District Huisartsenvereniging (DHV) in their region. This association has a complaints procedure that patients can use. For further information, please visit www.zorgbelang-nederland.nl or call 0900 243 70 70.

Reports about health care

The Health-Care Inspectorate
The Netherlands Health-Care Inspectorate (IGZ) promotes public health through effective maintenance of the quality of care, prevention and medical products.
T: +31 (0)88 120 50 00
E: loket@igz.nl
www.igz.nl

Consumer and health-care complaints centre

Nederlandse Patiënten Consumenten Federatie (NPCF)
Postbus 1539
3500 BM  Utrecht
Netherlands
T: +31 (0)30 291 67 77
E: meldpuntzorg@npcf.nl
www.npcf.nl.

Contact

Tel +31 (0)30 639 62 22

Mon-Fri 08:30 - 21:00

Full contact details
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