{"id":18547,"date":"2020-04-08T15:09:22","date_gmt":"2020-04-08T13:09:22","guid":{"rendered":"https:\/\/inastirapportannuel.be\/2020\/?page_id=18547"},"modified":"2021-06-14T14:45:34","modified_gmt":"2021-06-14T12:45:34","slug":"gestion-des-plaintes","status":"publish","type":"page","link":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/","title":{"rendered":"Gestion des plaintes"},"content":{"rendered":"\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t

Gestion des plaintes<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\"casque\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t
\n\t\t\t\t

L\u2019INASTI fait partie du R\u00e9seau f\u00e9d\u00e9ral de gestion des plaintes et d\u2019orientation clients L'INASTI fournit un rapport annuel de ses activit\u00e9s \u00e0 ce r\u00e9seau. En interne, le service des Plaintes fournit \u00e0 chaque direction un aper\u00e7u des plaintes de l'ann\u00e9e \u00e9coul\u00e9e. L'objectif est d'en tirer des enseignements, de d\u00e9terminer les actions possibles et d'agir de mani\u00e8re proactive. Les diff\u00e9rentes directions tiennent le service des plaintes inform\u00e9 de cette situation. \u00a0<\/span><\/b><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t
\n\t\t\t\tLes plaintes peuvent \u00eatre r\u00e9parties en quatre cat\u00e9gories (types):\n
    \n \t
  • Les probl\u00e8mes de communication<\/b>\n
      \n \t
    • Informations incompl\u00e8tes, opaques, ...<\/li>\n<\/ul>\n<\/li>\n \t
    • Les probl\u00e8mes d\u2019organisation<\/b>\n
        \n \t
      • Absence de r\u00e9actions lors du traitement d\u2019un dossier, inaccessibilit\u00e9 t\u00e9l\u00e9phonique,\u2026<\/li>\n<\/ul>\n<\/li>\n \t
      • Les probl\u00e8mes techniques<\/b>\n
          \n \t
        • Erreur dans une application informatique sur le site web,\u2026<\/li>\n<\/ul>\n<\/li>\n \t
        • Les probl\u00e8mes relationnels<\/b>\n
            \n \t
          • Comportement d'un collaborateur ...<\/li>\n<\/ul>\n<\/li>\n<\/ul>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
            \n\t\t\t\t
            \n\t\t\t

            Audit externe<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
            \n\t\t\t\t
            \n\t\t\t\t\t\t\t\t
            \n\t\t\t\t

            L\u2019objectif fix\u00e9, \u00e0 savoir 95% des questions et\/ou plaintes trait\u00e9es dans un d\u00e9lai de 30 jours, a \u00e9t\u00e9 atteint (95,86 %). Sur les 299 plaintes enregistr\u00e9es, il s\u2019est av\u00e9r\u00e9 apr\u00e8s examen que 92 plaintes (74 relatives \u00e0 la mesure temporaire de crise de droit passerelle et 18 autres) \u00e9taient (partiellement) fond\u00e9es (30,77%).<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

            \n\t\t\t\t
            \n\t\t\t

            Des\u00a0\u00e9volutions constantes<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
            \n\t\t\t\t
            \n\t\t\t\t\t\t\t\t
            \n\t\t\t\t

            Enfin, afin d'am\u00e9liorer la gestion des plaintes et notre orientation client\u00a0:\u00a0<\/span><\/p>

            • Le formulaire de plainte certifi\u00e9 \"only once\" a \u00e9t\u00e9 mis en ligne,<\/li>
            • Des actions suppl\u00e9mentaires ont \u00e9t\u00e9 prises vers l'\u00e9laboration d'une nouvelle structure organisationnelle.\u00a0<\/span><\/li><\/ul>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
              \n\t\t\t
              \n\t\t\t\t\t\t\t
              \n\t\t\t\t\t\t
              \n\t\t\t\t
              \n\t\t\t

              Quelques chiffres de 2020<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
              \n\t\t\t\t
              \n\t\t\t\t\t\t\t\t
              \n\t\t\t\t

              Sur un total de 180 plaintes :<\/p>

              • 16 \u00e9taient destin\u00e9s \u00e0 une autre institution ;<\/li>
              • 15 \u00e9taient des demandes d'information ;<\/li>
              • 24 \u00e9taient des questions dans un dossier en cours ;<\/li>
              • 15 \u00e9taient des signalements de fraude sociale ;<\/li>
              • 58 \u00e9taient li\u00e9es \u00e0 des probl\u00e8mes de communication ;<\/li>
              • 15 \u00e9taient li\u00e9es \u00e0 des probl\u00e8mes d'organisation ;<\/li>
              • 5 \u00e9taient li\u00e9es \u00e0 des probl\u00e8mes techniques ;<\/li>
              • 1 \u00e9tait li\u00e9e \u00e0 des probl\u00e8mes relationnels.<\/li><\/ul>

                Remarque importante<\/strong> : sur ce total, seules 79 plaintes (44%) \u00e9taient recevables et 29 fond\u00e9es (37%).\u00a0<\/span><\/p>

                \u00a0<\/p>

                Notre service Pensions a re\u00e7u 38 demandes de consultation et d'information de la part du M\u00e9diateur pensions. Le service des plaintes en a \u00e9t\u00e9 inform\u00e9 conform\u00e9ment au protocole de collaboration.<\/p>

                \u00a0<\/p>

                L\u2019INASTI a re\u00e7u 12 plaintes via le service de M\u00e9diation f\u00e9d\u00e9ral.\u00a0 En 2020, le service de M\u00e9diation f\u00e9d\u00e9ral\u00a0a cl\u00f4tur\u00e9 10 nouvelles plaintes recevables concernant l\u2019INASTI. Le service des plaintes a \u00e9t\u00e9 inform\u00e9 conform\u00e9ment au protocole de coop\u00e9ration.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

                \n\t\t\t\t
                \n\t\t\t\t\t
                \n\t\t\t
                <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
                \n\t\t\t\t\t\t
                \n\t\t\t\t\t\t\t
                \n\t\t\t\t\t
                \n\t\t\t
                \n\t\t\t\t\t\t\t
                \n\t\t\t\t\t\t
                \n\t\t\t\t
                \n\t\t\t\t\t
                \n\t\t\t
                <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                Gestion des plaintes L\u2019INASTI fait partie du R\u00e9seau f\u00e9d\u00e9ral de gestion des plaintes et d\u2019orientation clients L'INASTI fournit un rapport annuel de ses activit\u00e9s \u00e0 ce r\u00e9seau. En interne, le service des Plaintes fournit \u00e0 chaque direction un aper\u00e7u des plaintes de l'ann\u00e9e \u00e9coul\u00e9e. L'objectif...<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"open","template":"full_width.php","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"yoast_head":"\nGestion des plaintes - Inasti Rapport Annuel 2020<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gestion des plaintes - Inasti Rapport Annuel 2020\" \/>\n<meta property=\"og:description\" content=\"Gestion des plaintes L\u2019INASTI fait partie du R\u00e9seau f\u00e9d\u00e9ral de gestion des plaintes et d\u2019orientation clients L'INASTI fournit un rapport annuel de ses activit\u00e9s \u00e0 ce r\u00e9seau. En interne, le service des Plaintes fournit \u00e0 chaque direction un aper\u00e7u des plaintes de l'ann\u00e9e \u00e9coul\u00e9e. L'objectif...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/\" \/>\n<meta property=\"og:site_name\" content=\"Inasti Rapport Annuel 2020\" \/>\n<meta property=\"article:modified_time\" content=\"2021-06-14T12:45:34+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2021\/05\/shutterstock_1175051545.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture est.\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Organization\",\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/#organization\",\"name\":\"Inasti Rapport Annuel\",\"url\":\"https:\/\/inastirapportannuel.be\/2020\/\",\"sameAs\":[],\"logo\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/#logo\",\"inLanguage\":\"fr-BE\",\"url\":\"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2020\/02\/symbole_web_300px.png\",\"contentUrl\":\"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2020\/02\/symbole_web_300px.png\",\"width\":300,\"height\":300,\"caption\":\"Inasti Rapport Annuel\"},\"image\":{\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/#logo\"}},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/#website\",\"url\":\"https:\/\/inastirapportannuel.be\/2020\/\",\"name\":\"Inasti Rapport Annuel 2020\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/inastirapportannuel.be\/2020\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"fr-BE\"},{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#primaryimage\",\"inLanguage\":\"fr-BE\",\"url\":\"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2021\/05\/shutterstock_1175051545.jpg\",\"contentUrl\":\"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2021\/05\/shutterstock_1175051545.jpg\",\"width\":1024,\"height\":683,\"caption\":\"casque micro sur un clavier\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#webpage\",\"url\":\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/\",\"name\":\"Gestion des plaintes - Inasti Rapport Annuel 2020\",\"isPartOf\":{\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#primaryimage\"},\"datePublished\":\"2020-04-08T13:09:22+00:00\",\"dateModified\":\"2021-06-14T12:45:34+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#breadcrumb\"},\"inLanguage\":\"fr-BE\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\/\/inastirapportannuel.be\/2020\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Gestion des plaintes\"}]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Gestion des plaintes - Inasti Rapport Annuel 2020","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/","og_locale":"fr_FR","og_type":"article","og_title":"Gestion des plaintes - Inasti Rapport Annuel 2020","og_description":"Gestion des plaintes L\u2019INASTI fait partie du R\u00e9seau f\u00e9d\u00e9ral de gestion des plaintes et d\u2019orientation clients L'INASTI fournit un rapport annuel de ses activit\u00e9s \u00e0 ce r\u00e9seau. En interne, le service des Plaintes fournit \u00e0 chaque direction un aper\u00e7u des plaintes de l'ann\u00e9e \u00e9coul\u00e9e. L'objectif...","og_url":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/","og_site_name":"Inasti Rapport Annuel 2020","article_modified_time":"2021-06-14T12:45:34+00:00","og_image":[{"url":"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2021\/05\/shutterstock_1175051545.jpg"}],"twitter_card":"summary_large_image","twitter_misc":{"Dur\u00e9e de lecture est.":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Organization","@id":"https:\/\/inastirapportannuel.be\/2020\/#organization","name":"Inasti Rapport Annuel","url":"https:\/\/inastirapportannuel.be\/2020\/","sameAs":[],"logo":{"@type":"ImageObject","@id":"https:\/\/inastirapportannuel.be\/2020\/#logo","inLanguage":"fr-BE","url":"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2020\/02\/symbole_web_300px.png","contentUrl":"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2020\/02\/symbole_web_300px.png","width":300,"height":300,"caption":"Inasti Rapport Annuel"},"image":{"@id":"https:\/\/inastirapportannuel.be\/2020\/#logo"}},{"@type":"WebSite","@id":"https:\/\/inastirapportannuel.be\/2020\/#website","url":"https:\/\/inastirapportannuel.be\/2020\/","name":"Inasti Rapport Annuel 2020","description":"","publisher":{"@id":"https:\/\/inastirapportannuel.be\/2020\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/inastirapportannuel.be\/2020\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"fr-BE"},{"@type":"ImageObject","@id":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#primaryimage","inLanguage":"fr-BE","url":"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2021\/05\/shutterstock_1175051545.jpg","contentUrl":"https:\/\/inastirapportannuel.be\/2020\/wp-content\/uploads\/2021\/05\/shutterstock_1175051545.jpg","width":1024,"height":683,"caption":"casque micro sur un clavier"},{"@type":"WebPage","@id":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#webpage","url":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/","name":"Gestion des plaintes - Inasti Rapport Annuel 2020","isPartOf":{"@id":"https:\/\/inastirapportannuel.be\/2020\/#website"},"primaryImageOfPage":{"@id":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#primaryimage"},"datePublished":"2020-04-08T13:09:22+00:00","dateModified":"2021-06-14T12:45:34+00:00","breadcrumb":{"@id":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#breadcrumb"},"inLanguage":"fr-BE","potentialAction":[{"@type":"ReadAction","target":["https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/inastirapportannuel.be\/2020\/gestion-des-plaintes\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/inastirapportannuel.be\/2020\/"},{"@type":"ListItem","position":2,"name":"Gestion des plaintes"}]}]}},"_links":{"self":[{"href":"https:\/\/inastirapportannuel.be\/2020\/wp-json\/wp\/v2\/pages\/18547"}],"collection":[{"href":"https:\/\/inastirapportannuel.be\/2020\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/inastirapportannuel.be\/2020\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/inastirapportannuel.be\/2020\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/inastirapportannuel.be\/2020\/wp-json\/wp\/v2\/comments?post=18547"}],"version-history":[{"count":105,"href":"https:\/\/inastirapportannuel.be\/2020\/wp-json\/wp\/v2\/pages\/18547\/revisions"}],"predecessor-version":[{"id":21568,"href":"https:\/\/inastirapportannuel.be\/2020\/wp-json\/wp\/v2\/pages\/18547\/revisions\/21568"}],"wp:attachment":[{"href":"https:\/\/inastirapportannuel.be\/2020\/wp-json\/wp\/v2\/media?parent=18547"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}