What is a complaint?
A complaint can be filed regarding the conduct of a governing body, an administrator, or an employee. Complaints do not concern decisions, policies, or reports in public spaces, unless the OLB fails to respond or responds too late.
When will a complaint not be processed?
A complaint will not be processed if:
- a complaint regarding the same conduct has already been filed and has either been processed or is still being processed;
- the conduct occurred more than one year ago;
- an objection or appeal regarding this conduct was or is possible;
- a lawsuit regarding this conduct has already taken place or is still pending.
This means that the complaint cannot be handled through the complaints procedure. The complainant will always be notified of this decision with an explanation.
How can a complaint be filed?
You can use the online form, or you can file a complaint at the service counter, through the Customer Contact Center (by phone at +599 715 5330, or by email at info@bonairegov.com). OLB staff will then assist you in filling out the online form.
What happens after the complaint is submitted?
The complainant will receive a confirmation via email and WhatsApp with a case number.
How long does the process take?
The process usually takes up to 14 business days. If it takes longer, the complainant will be notified.
Who handles the complaint?
The complaint is handled by a complaints handler or the complaints coordinator.
What if no solution is reached?
If the OLB and the complainant cannot reach an agreement, the complaint may be referred to the National Ombudsman.
Are complaints used to make improvements?
Yes. Complaints help the OLB improve its services.
Can I file a complaint about the Government Agency for the Caribbean Netherlands (RCN)?
No, you cannot file a complaint about RCN with the OLB. You must file it with RCN.
