Tips or complaints
ConsuWijzer
If you are a consumer, you may visit ConsuWijzer to submit tip-offs or if you have any questions or complaints. It is the joint information portal run by OPTA, the Consumer Authority and NMa. You will find ConsuWijzer at www.consuwijzer.nl. If you have any questions, you may also call (+31)(0)88 070 7070 (national rate, from 8:30 am to 5:30 pm five days a week). In addition, you may also send an e-mail message or write a letter to ConsuWijzer, PO Box 1031, 2260 BA, Leidschendam, the Netherlands.
The tip-off line
OPTA would like to perform its regulatory work as efficiently as possible. This entails taking targeted action in response to tip-offs, for example, rather than ex ante regulation of all businesses.
The tip-off line is specially designed for market parties, current and former business employees and anyone else who has information about potential offences. Consumers can submit tip-offs through ConsuWijzer. If you have information about a potential contravention of telecommunications or postal regulations, you may call the OPTA telephone tip-off line on (+31)(0)70 315 9180, which can be reached from 9 am to 5 pm on Mondays to Fridays. You will then be able to speak to an OPTA staff member. You should try an relate a suspected offence as concretely as possible to the provisions of the Telecommunications or Postal Act.
If there are grounds for any further investigation, OPTA may contact you to obtain additional information. However, you may prefer to remain anonymous by not mentioning your name and/or that of your employer.
Spamklacht
If you have received spam, you may file a complaint through Spamklacht. In this way you will help OPTA to track down and tackle senders of unsolicited messages.
Contact the webmaster
If you have any questions, comments or suggestions about OPTA’s website, please e-mail the webmaster. You may use the form below for this purpose.
Complaints about OPTA
If you wish to complain about the manner in which OPTA or any of its staff have behaved in a particular situation, you may file a complaint directly with OPTA.
A written complaint must be addressed to the Commission chairperson. You will need to sign it and ensure that it is at least accompanied by the following details:
- your name and address;
- the date;
- a description of the behaviour which is the subject of your complaint.
The Commission has appointed a complaints advisory board to deal with written complaints. It provides advice to the Commission chairperson. The board acts in accordance with Chapter 9 of the General Administrative Law Act [Algemene wet bestuursrecht]. This is also set out in the document entitled Lijn van behandeling van schriftelijke klachten over OPTA [Policy on Dealing with Written Complaints about OPTA ]. Once you have filed a complaint with OPTA, you may wish to report this to a competent external complaints agency. In this case it will be the national ombudsman.
Complaints may also be submitted in person or by e-mail. No procedure has been stipulated for complaints submitted in person, nor has a complaints advisory board been appointed for this purpose.