Go directly to content
Go to MyCOA account

Printed from www.mycoa.nl/en/coa-complaints-procedure

Back to Start

COA Complaints Procedure

This complaints procedure for residents contains information on how COA handles complaints.

Let us know if you are unhappy about something or have a complaint about the azc. COA will try to find a solution.

  • What can I make a complaint about?

    You can file a complaint about various issues such as:

    • The help a COA staff member provides.
    • The alternatives at a location.
    • Feeling unsafe at a location  

    If you have a complaint about another resident you should contact a COA staff member at your azc. 
    Complaints concerning the ties with a municipality, a transfer, or measures (such as withholding the weekly allowance) are subject to a different procedure. 

    For more information, ask a COA staff member.

     

  • How do I make a complaint?

    Start by discussing your complaint with a COA staff member. He or she may be able to help you straight away. If not, you will find a special complaint form at some COA locations which you can complete. Enquire at the Infobalie.

    You can also write down your complaint in a letter or an email in either Dutch or English. Or you can ask your lawyer or a staff member from VluchtelingenWerk to help you with this.

    Hand over your letter to the location manager or to the COA Legal Affairs Department.

    Send your letter to this address:

    COA
    T.a.v. team Juridische zaken
    Postbus 30203
    2500 GE Den Haag

    Or by email to: 

    klachten@coa.nl

  • When will I get a response to my letter?

    You will usually get a response to your complaint within 6 weeks. Sometimes, more time is needed for a response. In that case, it will take a maximum of 10 weeks before you get your response. 

  • What should I do if I'm still not satisfied?

    If you are not satisfied with COA's response to your complaint, please contact klachten@coa.nl.

    You can also contact the Nationale Ombudsman. This is an organisation that helps you if you have issues with the government. You must do this within a year of receiving an answer to your complaint.