Complaints and objections

Annual Report 2023

About Naktuinbouw Foreword acting chairperson Principal’s foreword Naktuinbouw in figures Financial accountability Employees Quality Our inspection activities Knowledge sharing International cooperation Complaints and objections In the spotlights: New European legislation on propagating material In the spotlights: Inspection authorities establish agreements on plant health In the spotlights: We share our knowledge of Plant Breeders' Rights worldwide

Quality and openness are important values at Naktuinbouw. However, there may be instances when you feel you have not been helped satisfactorily. Naktuinbouw has established a complaints procedure for this purpose. You can find the complaints form here.

As required by the Dutch General Administrative Law Act (chapter 9), an overview of complaints handling in 2023 is shown below.

Department	Nature of the complaint	Conclusion	Findings and any follow-up action
Laboratories	Delay in issuing laboratory results	Partly unfounded / partly founded	Naktuinbouw did not confirm lead time. ISTA-submission of seed analysis unjustifiably cancelled by Naktuinbouw.
Laboratories	Too long lead time of ELISA test	Partly unfounded / partly founded	Samples processing did not take unreasonably long. One sample incorrectly used. Credited.
Inspections	Too long lead time at export inspection	Founded	Invoice credited. Internal agreements made to improve process.
Laboratories	Too long lead time ArMV test, material was mislaid	Partly unfounded / partly founded	Naktuinbouw did not confirm lead time. Invoice partially credited because material reception process was incorrect.

This overview does not list objections received by Naktuinbouw concerning statutory regulations or fees that are a direct result of the law. This concerned two objections in 2023.

Objections

A company that does not agree with an administrative decision taken by Naktuinbouw is entitled to submit an objection. Naktuinbouw received five objections relating to invoices sent for inspections or the measures imposed. These objections were all unfounded. As a result, two registered companies lodged an appeal with the administrative court.