Difference Between Complaint and Objection for Rotterdam Residents

Difference Between Complaint and Objection for Rotterdam Residents

In social security, such as at the UWV, SVB or Municipality of Rotterdam, you can file a complaint about the handling or an objection against a decision on your benefit. The distinction is essential: a complaint concerns the service, an objection the core of the decision. Wrong choice causes delay. This article for Rotterdam residents explains the difference between complaint and objection clearly, with local examples and advice.

What is a complaint?

A complaint concerns the quality of service at agencies like UWV, SVB or Municipality of Rotterdam. Examples include slow responses, poor communication or unprofessional staff behavior. The aim is better service, not changing the decision itself. Complaints are handled via a complaints desk and often result in an apology or minor adjustment, rarely payment.

Typical examples for Rotterdam residents:

• You call the UWV about your WW benefit and wait endlessly on hold without information.
• A civil servant from the Municipality of Rotterdam is curt during a discussion about social assistance in Rotterdam South.
• The SVB sends incorrect details about your ANW benefit, causing confusion.

When do you file an objection?

An objection is a formal step against a substantive decision, such as refusal or adjustment of your benefit. It is your legal right to demand a review, based on the General Administrative Law Act (Awb). This can lead to a revised decision with retroactive effect and payment.

Practical examples:

• UWV rejects your WW benefit; file an objection because you are available for jobs in Rotterdam's port.
• Municipality of Rotterdam reduces your social assistance; file an objection with proof that your income was miscalculated.
• SVB rejects child benefit; file an objection with documents on childcare in Rotterdam.

Overview of the key differences

The difference between complaint and objection summarized in a table for Rotterdam residents:

Legal framework

The rules are in the General Administrative Law Act (Awb):

• Complaints: Chapter 9.2 (arts. 9:1-9:16). Every agency has a regulation, such as the Municipality of Rotterdam Complaints Procedure, UWV 2020 or SVB procedure.
• Objections: Chapter 6.1 (art. 6:1 et seq.) and 7:1 et seq. For social assistance: Participation Act at Municipality of Rotterdam; WW, ZW, WIA via UWV.

Filing both simultaneously is not allowed; choose carefully (Awb art. 9:6).

Local practice examples from Rotterdam

Example 1: Complaint at UWV
Marieke de Vries from Feijenoord calls UWV about sickness benefits, waits forever and hangs up. Complaint via online portal: apology within 4 weeks and promise of shorter wait times.

Example 2: Objection at Municipality of Rotterdam
Ahmed el-Masri from Charlois sees his social assistance reduced due to alleged side income. Objection with bank statements within 6 weeks: corrected after 13 weeks with backpay.

Example 3: Wrong route
Sara van Dijk complains about WIA rejection; desk refers to objection, causing delay. Tip: always check the type!

Your rights and obligations

Rights:

1. Complaint: response within 12 weeks (Awb art. 9:10).
2. Objection: hearing, decision in 6-13 weeks (Awb art. 7:10), penalty payment for delay.
3. Free advice: Rotterdam Legal Aid Office or specialized lawyers for low-income clients.
4. Anonymous complaint OK, not for objection.

Obligations:

• Objection within 6 weeks (Awb art. 6:7); strict deadline!
• Properly substantiate.
• Complaint: describe concretely.

FAQs for Rotterdam

Handy tips for Rotterdam residents

1. Check decision letter for 'objection' or 'complaint'.
2. Use portals: UWV objection form, Municipality of Rotterdam online desk.
3. Keep everything: mail, emails, call screenshots.
4. Consult Rotterdam Legal Aid Office for free check.
5. On appeal: Rotterdam District Court.