Complaints and objections

Annual Report 2024

About Naktuinbouw Foreword acting chairperson Principal’s foreword Naktuinbouw in figures Financial accountability Quality Employees Variety Testing Inspections Testing & Analysis Sharing knowledge Complaints In the spotlights: New edition of standard list of Dutch names of cultivated plants In the spotlights: Strengthening companies' own responsibility In the spotlights: Faster exports of fruit to New Zealand

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 2024 is shown below.

Department	Nature of the complaint	Conclusion	Findings and any follow-up action
Quality Systems and Inspections	Rejection of floriculture product	Unfounded	Not a complaint, customer should have submitted an objection about the rejected material.
Quality Systems and Inspections	Treatment by inspector	Founded	Appropriate measures taken to prevent recurrence.
Health, Testing and Analysis	Excessive waiting times for sampling results (3x)	Founded	Internal process improved. Waiting times reduced.
Health, Testing and Analysis	Insufficiently communication about changes to price list testing	Unfounded	Naktuinbouw announced price changes through various channels.
Health, Testing and Analysis	Different test method used than expected	Unfounded	Test method used is more accurate/robust.
Health, Testing and Analysis	Incorrect result received	Founded	Samples were swapped. Invoice credited.

This overview does not list objections received by Naktuinbouw concerning statutory regulations or fees that are a direct result of the law. This concerned four objections in 2024.