Truly awful …
I believe they hire people with limited cognitive functions, I have lived in NL for 5 years as an expect, so I had to call the IND a lot over the years. Not a single time I had a pleasant experience.
1. The staff speaks English poorly, which is ridiculous as a lot of non Dutch speakers call the IND.
2. the staff also doesn’t understand the questions you have, and they keep putting you on hold several times through the call before understanding your requirements fully, so they end up researching the same thing but from different angles, ending up in 1+ hours phone calls for simple questions.
3. The staff seems to be trained to simply tell you to go on the website and read it yourself, or they read the website for you on the call. there is a severe lack of understanding of the information they share to you as they don’t understand the text in front of them themselves.
4. Lack of care of the information they share, depending on who picks up the phone they will all give you different answers for the exact same question, there seems to be 0 standardization or knowledge across all departments consistently.
Truly awful.