Purpose of the procedure

The purpose of this procedure is to clarify the process surrounding the handling of complaints within the organisation. This means that customer complaints are handled in such a way that the customer is optimally satisfied and that recurrence of the complaint is prevented.

Method

A complaint will always be treated confidentially. The complaints procedure has a maximum processing time of 3 weeks. It consists of:

Receipt of the complaint. The customer will receive confirmation that the complaint has been received within five working days. The complaint is included in the complaints register;

Handling the complaint. The complaint will be handled within two weeks.

2.1 Receiving a complaint

Every Gooiconsult employee can receive complaints from customers. A complaint can be submitted by email to an employee or to the general email address: info@gooiconsult.nl.

When submitting the complaint, the complainant must provide at least the following information:

Name and address details of the complainant;

Complainant’s email address;

Description of the complaint.

The complainant can at all times inspect the minimum prescribed information included in the complaint file. Depending on the nature or seriousness of the complaint, it will be handled by the recipient themselves or passed on to a colleague in charge of the subject of the complaint.

2.2 Handling a complaint

If possible and necessary, the recipient proposes a suitable solution to the customer.

If the recipient cannot resolve the complaint themselves or cannot immediately resolve it, it will be submitted to a colleague in charge of the relevant subject. Processing time from complaint receipt to resolution is a maximum of three weeks. If this period proves not to be feasible, the complainant will be notified in writing in a timely manner (no later than 3 working days before the expiry of the period), stating the reason for the delay and the period within which a response will be made. A complaint will always be treated confidentially by the person handling the complaint. The data from the complaint file will be kept for a period of at least one year after the complaint has been handled and will be destroyed no later than two years after the complaint was submitted.

The person handling the complaint will inform the complainant in writing and with reasons within the set deadlines about the position taken, which is also recorded in the complaint file.

 Responsibilities

All employees are responsible for receiving a complaint correctly. The complaints handler is responsible for handling the complaint and registration. The Operations team lead is responsible for analysing complaints.

Registrations

The complaints are registered in a complaints file. The following information is recorded for each complaint:

the name and address details of the complainant;

the date of filing the complaint;

a description of the complaint;

the date and method of handling the complaint;

the correspondence conducted regarding the complaint;

the status of the complaint (pending/settled).

Analysis of the complaints

The complaints are discussed in the Operations Meeting and shared so that all colleagues are aware of the complaint and complaints handling (learning, to prevent recurrence).

Possibility of appeal

The complainant can appeal to the dispute committee of the Dutch Council for Training and Education (NRTO) within 2 weeks of receiving the position of the person handling the complaint. The decision of the independent third party (NRTO dispute committee) is binding.