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.
Other languages
On MyCOA , the website for our residents, you find this information in multiple languages.