complaints procedure for equals in tech program
1. purpose of the procedure
the purpose of this complaints procedure is to ensure a fair, transparent and speedy handling of complaints related to free training for women who aspire to a career in the it sector.
2. definition of a complaint
a complaint is any expression of dissatisfaction with the training, treatment, processes, facilities, or interactions with staff or other students, where an informal resolution has not resulted in satisfaction.
3. submission of a complaint
step 1: informal resolution
before a formal complaint is made, the complainant is encouraged to discuss the problem with the person concerned or with the course coordinator in order to find an informal solution.
step 2: formal complaint
if the informal approach does not lead to a solution, the complainant can formally submit the complaint via an e-mail or complaint form available on the programme’s website.
the complaint must be clearly defined and accompanied by all relevant information and evidence.
4. handling of the complaint
acknowledgement of receipt
within 5 working days of receipt of the complaint, the complainant will receive a confirmation.
research
an impartial committee will investigate the complaint within 20 working days of receipt of the complaint. if puntuit.nl needs additional time to research the complaint. than we will inform you about the time it will take and when they will be able to respond
the complainant may be invited to explain the complaint orally.
pronunciation
at the end of the investigation, the committee will take a decision and inform the complainant in writing.
the judgment contains a summary of the complaint, the findings of the investigation and the decisions or measures taken.
5. occupation
if the complainant is not satisfied with the outcome of the complaints procedure, an appeal can be lodged within 10 working days of receipt of the decision.
the appeal will be reviewed by an external consultant or committee that was not involved in the original complaint.
the decision of the appeals committee is final.
6. confidentiality
all complaints will be treated in the strictest confidence. information will only be shared with people who are directly involved in the handling of the complaint.
7. documentation
all steps, communication and decisions related to the complaint are documented and archived for future reference and evaluation of the training procedures.
contact information for complaints
- e-mail: klachten@equals.nl
this procedure has been put in place to ensure that all participants feel supported and treated fairly within our training programme.