DTenV complaint procedure

The Repatriation and Departure Service (DTenV) aims to provide a transparant and humane return process, with respect for the people involved. If, despite our efforts, you are not satisfied, please let us know. This will help us to improve our operations.

How to submit a complaint

First, discuss your complaint with the DTenV staff member who is handeling your case. The staff member may be able to help you immediately. If this does not give sufficient help, you can also write your complaint to us in a letter or e-mail.
Send your letter to this address:

Dienst Terugkeer en Vertrek
Postbus 164
2501 CD The Hague

Or e-mail to: info@dtv.minvenj.nl.

What information to include in your complaint?

A complaint must meet the following four criteria:
1.   The name and address of the complainant;
2.   The date (on which you submit the letter);
3.   A description of the conduct against which the complaint is directed;
4.   A signature by or on behalf of the complainant.
If you are filing a complaint on behalf of someone else, make sure you are authorized to do so and send in the confirmation of the authorization with your complaint.

Processing your complaint

DTenV registers your complaint. In this step, we make sure your complaint belongs to the DtenV. (If not, we will try to forward your complaint to the appropriate organization. You will receive a message telling you which organization we have forwarded your complaint to.)
You will receive a confirmation of receipt.
The DTenV will check what your complaint is about and whether your complaint is complete. If more information is needed, we will contact you.
You will receive an answer to your complaint within 6 weeks.

When will you receive an answer to your complaint?

Usually, you will receive an answer to your complaint within 6 weeks. Sometimes more time is needed for a sufficient reply to your complaint. In that case, it might take up to 10 weeks before you receive an answer.

What can you do if you are still not satisfied?

Are you not satisfied with the handling of your complaint by the DTenV? Then you can turn to one of the following options:

Report your dissatisfaction to the Nationale Ombudsman. This is an organization that helps you if you have problems with the government. This must be done within one year after you received a response to your complaint from the DTenV.
Take your complaint to the Commissie voor de Verzoekschriften en de Burgerinitiatieven of the House of Representatives or to the Commissie voor Verzoekschriften Eerste Kamer (Senate).