External complaints - Flanders
Complaints relating to the conduct of NVAO employees (including panel members) that took place during Flemish assessment procedures are covered by specific Flemish regulations.
Regulatory frameworkFor complaint handling within assessment procedures in the Flemish quality assurance system, we follow the agreements and rules for complaint management of the Flemish government as laid down in chapter 5 of the Administrative Decree of December 7, 2018. More specifically, it concerns complaints that relate to matters that take place during the assessment process.
The complaints are based on the following passage included in each assessment framework:
If, during the assessment process, matters arise that could impact the independence of the assessment, stakeholders such as panel members, process coordinators, secretaries, staff of the institution, or students, may report such matters to NVAO via the complaints procedure available on the website.
Everyone has the right to complain free of charge.
The complaint must be submitted in writing to the contact adress email@example.com
AdmissibilityA complaint is admissible when:
- the name and address of the complainant are known;
- the complaint contains a description of the facts against which it is directed.
The NVAO is not obliged to treat the complaint when:
- the complainant cannot demonstrate an interest;
- the complaint is manifestly unfounded;
- the complaint is manifestly unreasonable;
- the complaint relates to facts:
- about which the complainant had previously submitted a complaint that was handled in accordance with the applicable decree;
- which took place more than one year prior to the filing of the complaint;
- about which all organised administrative appeals have not been used or about which a jurisdictional appeal is pending.
If the complaint is not dealt with, the NVAO will inform the complainant within ten calendar days after receiving the complaint. The decision not to deal with a complaint will be motivated.
Additional complaint optionIf another complaint can be submitted to the Flemish Office of the Ombudsman, in accordance with the Decree of 7 July 1998, or to any other second-line facility, this will be reported at the time of notification.
- against the decision of the NVAO not to deal with the complaint;
- if the NVAO does not deal with the complaint within the period of forty-five calendar days or the extended period of ninety calendar days;
- if the complainant considers that the response of the NVAO does not sufficiently address his complaint.
Before February 10 of each year, the NVAO submits a written report to the Flemish Ombudsman on the complaints received and on the outcome of the investigation into these complaints.