Mediation pilot to prevent administrative appeals

In May, the alternative dispute resolution (mediation) pilot started in sixteen municipalities (including Rotterdam, Amstelveen, Breda, Tilburg and Eindhoven). Its purpose is to reduce the number of administrative appeals.

A study by the Home Office, the Treasury and the Ministry of Economic Affairs revealed that mediation services would save the government more than 25% in cost, and would save citizens and businesses nearly 25% in time with respect to administrative appeals.

Summarized, the method studied entailed that a complainant was contacted immediately after filing the complaint for the purpose of "finding a way of dealing with the complaint that is best for both the citizen and the administrative body". If a complaint was dismissed, the options available to solve the problem were studied. Citizens and businesses as well as government agencies’ staff clearly showed increased satisfaction. The positive results of the pilot prompted the government to introduce similar pilots on a large scale.

For more information, please contact Eva Schutte, Mediation Team.

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