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Complaint Management (Klachtafhandeling)

The complaint management feature handles the registration, processing, and resolution of citizen complaints according to Dutch administrative law requirements.

Overview​

Complaint management is a specialized case type within Procest that follows the formal complaint handling procedure (klachtenprocedure) as defined in the Dutch General Administrative Law Act (Awb).

Planned Features​

  • Complaint registration -- Structured intake form for complaints.
  • Complaint categorization -- Classify complaints by type, department, or subject.
  • Hearing scheduling -- Schedule and track hearings with the complainant.
  • Investigation tracking -- Document the investigation process and findings.
  • Response deadlines -- Track and enforce the legally required response periods.
  • Ombudsman referral -- Track escalation to the national or municipal ombudsman.
  • Complaint resolution -- Record outcomes (founded, unfounded, partially founded).
  • Follow-up actions -- Track corrective measures resulting from complaints.
  • Reporting -- Statistical reporting on complaint volumes, categories, and resolution times.

Dutch municipalities are legally required to handle complaints according to Chapter 9 of the Awb, which prescribes:

  • Acknowledgment within 5 working days.
  • Hearing the complainant.
  • Resolution within 6 weeks (extendable by 4 weeks).

Status​

This feature is defined in the spec at openspec/specs/complaint-management/spec.md and is planned for future implementation.