Reflecting on - Rdw
Reflecting on - Rdw
Reflecting on - Rdw
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core results > issuing documents<br />
driving licences According to Age<br />
Every<strong>on</strong>e who lives in the Netherlands and who wants to take a motor vehicle (private<br />
car, commercial vehicle, bus, coach, motor cycle or moped) <strong>on</strong>to the public road must<br />
possess a valid driving licence, or moped certificate. A driver of a motor vehicle can<br />
use this document to dem<strong>on</strong>strate that he/she has the knowledge, insight and skills<br />
to be able and be allowed to drive the motor vehicle. In 2011, the distributi<strong>on</strong> of valid<br />
driving licences in the Netherlands over the age groups was as follows:<br />
16 | RDW | <str<strong>on</strong>g>Reflecting</str<strong>on</strong>g> <strong>on</strong> 2011<br />
• driving licences<br />
locAl Authorities<br />
2011: 1,584,211<br />
2010: 1,791,883<br />
• driving licences rdw<br />
2011: 6,176<br />
2010: 6,706<br />
vAlid driving licences 2011<br />
16 years of age 18,452<br />
17 years of age 32,495<br />
18 to 24 years of age 985,898<br />
25 to 39 years of age 2,630,880<br />
40 to 54 years of age 3,455,413<br />
55 to 69 years of age 2,652,177<br />
70 years of age and older 937,535<br />
totAl 10,712,850<br />
core results > objecti<strong>on</strong>s and appeals, complaints, nati<strong>on</strong>al ombudsman<br />
obJecti<strong>on</strong>s And AppeAls,<br />
complAints, nAti<strong>on</strong>Al<br />
ombudsmAn<br />
complAints<br />
The RDW employs a uniform complaints<br />
procedure that not <strong>on</strong>ly complies with the general<br />
Administrative Law Act (Awb) but takes it a step<br />
further. According to the Awb, a complaint must be<br />
dealt with within six weeks, but the RDW uses a<br />
standard time of four weeks.<br />
The number of complaints in 2011 dropped when<br />
compared to 2010, because more attenti<strong>on</strong> was<br />
paid in 2011 to preventing ‘human’ errors. The<br />
‘Read this article <strong>on</strong>line’<br />
OBJEcTIONS<br />
AND APPEAlS<br />
RDW hopes to c<strong>on</strong>tinue this trend in 2012, am<strong>on</strong>g<br />
other things, by identifying patterns of complaints<br />
and taking targeted measures to address them.<br />
The RDW’s complaints index has been below 1%<br />
for several years already (similar to last year, <strong>on</strong><br />
average 0.12%). This shows that the number<br />
of complaints is relatively very low with respect<br />
to the total activities performed (including the<br />
number of inspecti<strong>on</strong>s carried out, the invoiced<br />
orders and the issued exempti<strong>on</strong>s).<br />
number of complaints 2011 2010<br />
received complaints 852 916<br />
‘Read this article <strong>on</strong>line’<br />
NATIONAl OMBuDSMAN<br />
<str<strong>on</strong>g>Reflecting</str<strong>on</strong>g> <strong>on</strong> 2011 | RDW | 17
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