{"id":68845,"date":"2017-03-28T11:15:41","date_gmt":"2017-03-28T09:15:41","guid":{"rendered":"http:\/\/www.erasmusmagazine.nl\/2017\/03\/28\/ombudsman-slechte-communicatie-duo-zorgt-voor-meer-schulden\/"},"modified":"2025-12-19T11:22:40","modified_gmt":"2025-12-19T10:22:40","slug":"ombudsman-slechte-communicatie-duo-zorgt-voor-meer-schulden-2","status":"publish","type":"post","link":"https:\/\/www.erasmusmagazine.nl\/en\/2017\/03\/28\/ombudsman-slechte-communicatie-duo-zorgt-voor-meer-schulden-2\/","title":{"rendered":"Ombudsman: poor communication from DUO creates more debt"},"content":{"rendered":"
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\n\t\n\n<\/svg>\n<\/span>\n\tImage by:<\/span>\n\n\t\t\t\n\t\t\t\t\t\t\tJob Zomerplaag<\/a>\t\t\t\t\t<\/span>\n\t<\/p>\n<\/figcaption><\/figure>

The National ombudsman criticises DUO\u2019s poor communication. The organisation should call students personally to ensure that they manage their debt.<\/p>\n

According to a report published on Tuesday, half of current and former students who are in arrears come into contact with a bailiff<\/a>. They are unaware that there is a problem with repaying their student loan or they have failed to cancel their public transport card on time.<\/p>\n

Too formal<\/h3>

Students have to cancel their card themselves. Every year, 60,000 students do this too late, which generates a fine of 150 euros a month. Last December, the Lower House requested DUO\u00a0to improve their communication<\/a>.<\/p>\n

The National ombudsman calls DUO\u2019s current system \u2018illogical\u2019 and \u2018in itself a source of debt\u2019. The organisation and students don\u2019t understand each other: their language is too official and emails are lost.<\/p>\n

This is not the first time the ombudsman has reprimanded DUO. In 2012 DUO was instructed to write \u2018better letters\u2019: the tone was too formal and messages were not clear enough.<\/p>\n

Personal contact<\/h3>

But little seems to have improved. The ombudsman is therefore recommending that DUO contacts students personally more often. This would make it clearer whether summonses have reached students and enable them to explain the consequences of their late payments.<\/p>\n

In the report, the Ombudsman also advises\u00a0students. Make sure that DUO has your phone number and update your email address. And above all: cancel your public transport card immediately after graduating or finishing your studies.<\/p>\n

Black list<\/h3>

Jeroen Wienen from the Netherlands Student Organisation (ISO) feels it\u2019s \u2018incredible\u2019 that it isn\u2019t possible to automatically cancel the card. In previous statements, a spokesperson from DUO said that it wasn\u2019t that simple:\u00a0due to privacy legislation, it\u2019s difficult<\/u>\u00a0to create another procedure.<\/p>\n

But experts disagreed. Put forgetful students on a black list, they advised, so that the barriers don\u2019t open when they try to check in.<\/p>\n

Read also<\/h2>