Complaints procedure on your website: what the Wkkgz asks

Who needs a complaints procedure?

The Wkkgz applies to care providers: institutions and solo practitioners providing care under the Health Insurance Act, the Long-term Care Act or other care within the meaning of the law. A solo physiotherapist, a dental practice, a mental-health practice and a home-care organisation all share the same basic duties. Article 13(1) requires a written procedure for "effective and low-threshold" handling of complaints. Complaints may come from the client, a surviving relative or a representative (Article 14).

Complaints officer and deadlines

Under Article 15 the provider appoints one or more suitable people who advise and support complainants free of charge: the complaints officer. Small practices usually arrange this through their professional association. Under Article 17 the complainant receives a written response as soon as possible and at the latest within six weeks; you may extend by up to four weeks with written notice before the six weeks end.

The disputes body

Article 18(1) requires affiliation with a disputes body that meets the statutory requirements, and Article 18(5) requires you to make clients aware they can submit disputes to it. Check after a merger or change of association that the name on your website is still right.

What to put on your website

Article 13(4) says you bring the procedure and any change to clients’ attention "in a suitable way". A clear page, linked from the footer of every page, is what clients expect. Add a leaflet or a line in your intake confirmation for people who do not use the website.

• Talk to us first, then the formal route, with contact details.
• The six-week deadline and the possible four-week extension.
• The complaints officer’s name or organisation and contact details; their help is free.
• The disputes body’s name, with a link.
• The full procedure as a download, next to the plain-language explanation.

Common mistakes

• The procedure only as a PDF at the bottom of the privacy page.
• No contact route, only a reference to "the complaints procedure".
• An outdated disputes body after a merger or switch.
• No complaints officer named, or no way to reach them.

Anything changing in 2027?

A new version of the Wkkgz applies from 1 January 2027, from the Quality Registries Act. It changes Articles 3a and 11q (acute care and quality-registry data); the complaints and disputes chapter is unchanged. Proposals to tighten rules for disputes bodies have not been adopted. All points are on the printable healthcare website checklist.

This guide describes Dutch rules as we read them on 28 October 2026. It is general information, not legal advice. Rules and regulator guidance change; check the sources, and ask your trade association or a lawyer when your situation is specific.