Complaints procedure

Article 1 – General

1. The purpose of this complaints procedure is to provide a procedure for submitting, handling and processing complaints from students, so that any dissatisfaction about the education, the services or other matters can be resolved in a careful and constructive manner.
2. The complaints procedure of Condor Arnhem Opleidingen & Trainingen (hereinafter: CA-OT) relates to complaints from external parties about products and services and the conduct of CA-OT employees and external parties contracted by CA-OT.
3. The CA-OT understands a complaint to mean a written or verbal expression of dissatisfaction about the way in which the CA-OT has behaved in a certain matter and/or about products and services of the CA-OT.
4. Conduct by a person working under the responsibility of CA-OT is considered conduct by the CA-OT.
5. The management of CA-OT is responsible for the organisation and implementation of this complaints procedure.
6. The CA-OT management will decide on the advice of the committee charged with handling complaints.
7. Complaints will be handled by a committee that was not involved in the conduct to which the complaint relates.

Article 2 – Submitting a complaint

1. Everyone has the right to submit a complaint in writing or electronically to the CA-OT management, via:
   Condor Arnhem Opleidingen & Trainingen
   2496 XA Den Haag
   office@condorarnhem-ot.nl
2. Anonymous complaints will not be processed.
3. A complaint submitted in writing must contain at least: the name and address of the submitter.
4. The date on which the complaint is submitted.
5. A description of the conduct(s) to which the complaint relates.
6. The submitter of a complaint has the right to withdraw it in writing at any time.

Article 3 – Handling complaints

1. CA-OT aims to send a written confirmation of receipt to the complainant within five working days of receipt of the complaint.
2. The confirmation of receipt contains at least a description of the procedure and the expected duration of handling the complaint.
3. The person whose conduct the complaint relates to will receive a copy of the complaint, the confirmation of receipt and, if applicable, the accompanying documents.
4. CA-OT will initially discuss the complaint with the complainant. If this first conversation leads to a resolution of the complaint, the complainant will be informed of this in writing and the complaint will be considered settled.
5. If the first contact with the complainant gives rise to further investigation, CA-OT will provide the complainant with an explanation of the handling period and the course of the procedure.
6. CA-OT will give the complainant and the person whose conduct the complaint relates to the opportunity to be heard. A report will be made of the hearing.
7. The hearing as described in paragraph 6 may be waived if:
   1. The complaint is manifestly unfounded.
   2. The complainant has declared that he does not wish to exercise the right to be heard.
   3. The complainant does not declare within a reasonable period set by CA-OT that he wishes to exercise the right to be heard.
8. CA-OT shall inform the complainant in writing and with reasons of the findings of the investigation into the complaint, its decision on this, as well as any conclusions that CA-OT draws from it.
9. A complaint submitted orally may be handled orally and may be withdrawn by the complainant at any time in writing or orally. If CA-OT has not satisfied the complainant, CA-OT shall offer the complainant the opportunity to explain this in writing. From that moment on, the complaint shall be treated as a complaint submitted in writing.

Article 4 – Handling complaints

1. CA-OT will handle the submitted complaint in writing, within 6 weeks from the date of the confirmation of receipt. If this period is not feasible, CA-OT will inform the complainant in writing of the new handling period of a maximum of 4 weeks.
2. Further postponement is possible if the complainant agrees to this in writing.
3. CA-OT may have reasons not to handle a complaint. These reasons are described in Article 9:8 of the General Administrative Law Act (Awb). This applies when:
   1. The complaint has already been handled.
   2. The complaint is anonymous.
   3. The complaint relates to a fact against which an objection or appeal can be lodged.
   4. The complaint relates to an act that took place more than a year ago, unless there are special circumstances.
4. If CA-OT decides not to handle a complaint, the complainant will be informed of this in writing as soon as possible, but no later than four weeks after receipt of the complaint.
5. No objection and/or appeal can be lodged against a decision by CA-OT regarding the handling of a complaint about an act by CA-OT.

Article 5 – Dealing with complaints

1. CA-OT is responsible for registering submitted complaints.
2. Submitted complaints will be treated confidentially.
3. After handling a complaint, the relevant complaint file will be kept by CA-OT for three years.
4. The complainant’s details will be registered in line with the provisions of the GDPR.

Article 6 – Entry into force

1. This complaints procedure has been established by the management of CA-OT and will enter into force on 01-07-2024.
2. The complaints procedure applies to all complaints submitted from this date.

Condor Arnhem Opleidingen & Trainingen
Prinses Alexialaan 76 2496 XA Den Haag (NL)
https://www.condorarnhem-ot.nl
office@condorarnhem-ot.nl
+31 85 7739 901

This document has been drawn up by Condor Arnhem Opleidingen & Trainingen BV (Condor O&T). All rights reserved. No part of this publication may be reproduced, stored in an automated database, made public, in any form or in any way, whether electronically, mechanically, by photocopying, recording, or otherwise, without the prior written permission of the person ultimately responsible for Condor Arnhem or Condor O&T.

Colophon

Ultimately responsible: Clement H. C. Grob
Contact person: Bryan Sewbarath Misser
Title: General terms and conditions
Date: 26-06-2024
Status: Final
Version: 1.0