NEED HELP?
CAW offers professional assistance to people who have questions or who are in
trouble. Anyone can contact us and ask any question in the domain of wellbeing.
We try to help you as best we can.
However, it is still possible that you are dissatisfied with our response. In that case we would like you
to let us know. That enables us to look for an appropriate solution for your issue.
In this brochure you can read all about what to do if you are not satisfied with the CAW and how we
will deal with your complaint. On the last page you can find the form you can use to make a complaint.
You don’t need to file a complaint all by yourself.
You can always involve a person you trust. You can choose your confidant(e) yourself (a friend, family member or
care provider from outside CAW …).
Your confidant(e) can assist you in all communication about this complaint.
If you want more information, help filling out the form out or if
you want to send the complaints form, contact the CAW.
Tel. 078 150 300
www.caw.be/niet-tevreden
V.U.: SOM vzw, Anita Cautaers, Potvlietlaan 4 - 2nd floor, 2600 Berchem
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ARE YOU DISSATISFIED?
PLEASE LET US KNOW
COMPLAINTS FORM
To be filled out by the management
Date complaint was received: - - / - - / - - - Number complaint: - - / - - - -
Are you dissatisfied?
Please let us know
Name: ..................................................................................................................................................................................................................................................
Where can we reach you?
Street: ................................................................................................................................................................... Number:.........................................................
Postal Code: ..................................... City: ......................................................................................................................................................................................
Telephone number: ........................................................................................................................................................................................................................
Do you have a confidant(e)? YES / NO (please indicate).
if YES, please provide us with the contact details of that person:
Name: ..................................................................................................................................................................................................................................................
Street: ................................................................................................................................................................... Number:.........................................................
Postal Code: ..................................... City: ......................................................................................................................................................................................
Telephone number: ........................................................................................................................................................................................................................
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What is your complaint? (description of the situation, circumstances):
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DISSATISFIED, NOW WHAT?
COMPLAINTS PROCEDURE
If you are dissatisfied with the assistance you got, we would like to know as soon as possible.
Because we are just people, who make mistakes. We take your complaint seriously and want to look for a solution that
corresponds with your expectations.
Sometimes we are unable to address your complaint, if for example there are rules or regulations that we have to take into
account. In that case we explain to you why we cannot address your complaint. Maybe we can work out another way to help
you.
Filing your complaint
Complaints need to be filed with the director or his representative. This can be done in different ways.
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What department is your complaint about?
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What has been done already to work out a solution?
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Why make a complaint?
• to straighten something out
• to get better help for yourself
• to improve the assistance to others in the future
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What kind of solution do you expect?
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We listen to you
We suggest you to first talk to the person you are in contact with, or his/her direct manager. Generally the fastest and easiest
way to solve a problem is by discussing it with the people involved.
If you cannot do that or find it impossible, you can use this complaints procedure.
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Date: ...................................................
Signature: ...................................................
The same complaints procedure applies for all CAW in Flanders and Brussels.
People who are not directly involved with your issue will look at your complaint and work out a solution together with you.
That way we hope you can restore your confidence in the CAW. At the same time our organization can learn from the
mistakes we make and from your experiences.
Verbally
Call the central administration of the CAW during working hours and make an appointment. You can then discuss your
complaint directly with the director or his representative.
On paper
You prefer to file your complaint on paper? Then use the form at the end of this brochure.
• You can fill out the form in Dutch, French or English.
• Send the form to the management or drop it off at the CAW department you are in contact with. You can find the
telephone number and address of the management in this brochure.
Online
You can also file your complaint online. Just go to www.caw.be/niet-tevreden and fill out the web form.
Need help filing your complaint?
• You can ask the management or any other CAW co-worker for help.
• We can also arrange for an interpreter to facilitate the discussion of your complaint.
When will a complaint be accepted?
Your complaint will be accepted under following conditions:
• at the latest one year after the assistance was stopped.
• if the complaint has not been dealt with yet.
• if the complaint has not been filed with a court.
In case you have a new issue you can always file a new complaint.
We cannot deal with anonymous complaints.
Follow-up of your complaint
The management or an intermediary of the CAW will contact you about the complaint. They may invite you for one or more
discussions about the topic.
A solution will be worked out and you will receive a solution proposal at the latest 10 weeks after filing your complaint.
What if you are still dissatisfied?
We do our best to look for an appropriate solution.
Are you dissatisfied with the proposed solution?
Or do you disagree with the management not dealing with your complaint?
In that case you can re-file your complaint with the Flemish Ombudsman.
This service belongs to the Flemish Parliament and deals with complaints about federal services and services subsidized by the
government.
You can find more information about the Flemish Ombudsman online: www.vlaamseombudsdienst.be
Tel. Vlaamse Ombudsdienst: 0800 240 50
info@vlaamseombudsdienst.be