complaints procedure equals

article 1. purpose

this procedure sets out how we support w b.v., trading as equals, handles complaints. the aim is that every complaint is handled carefully, independently and within fixed time limits, and that equals learns from complaints.

article 2. scope

this procedure applies to all programmes and courses of equals, including equals in tech, dutch programs and equals entrepreneurship. it applies to (prospective) participants, clients and other parties involved in these programmes.

article 3. definitions

1. complaint: any written expression of dissatisfaction about an action or decision of equals, a staff member, teacher or contracted party, about the content or delivery of a programme, about the guidance provided or about the facilities.
2. complainant: the person who submits a complaint.
3. complaints officer: the person within equals who handles the complaint independently and is not involved in the complaint (see article 7).
4. date of receipt: the date on which equals receives the complaint.
5. disputes committee: the independent external body referred to in article 10.

article 4. talk first

we encourage the complainant to first discuss a problem with the staff member involved or with the programme coordinator. this often leads to a quick solution. this is not mandatory: the complainant may also submit a written complaint straight away.

article 5. submitting a complaint

1. a complaint is submitted in writing by e-mail to klachten@equals.nl, via the complaint form on equals.nl, or by post to equals, attn. the complaints officer, keizersgracht 316, 1016 ez amsterdam.
2. the complaint contains at least: the name and contact details of the complainant, the programme the complaint relates to, a description of the complaint including date and persons involved, and the solution the complainant would like.
3. a complaint may be submitted in dutch or english.
4. anyone who needs help putting a complaint in writing can turn to the student counselor or programme coordinator. that person will not handle the complaint afterwards.
5. submitting a complaint has no negative consequences for the complainant’s participation in the programme.

article 6. acknowledgement of receipt and admissibility

1. the complainant receives a written acknowledgement of receipt within two weeks of the date of receipt. it states who will handle the complaint and when the complainant can expect a response.
2. a complaint will not be considered if:
   1. the complaint was submitted anonymously;
   2. the same complaint has already been handled under this procedure;
   3. the event complained about took place more than one year before the complaint was submitted;
   4. the complaint does not concern equals or an equals programme.
3. if a complaint is not considered, the complainant receives a written, reasoned notice no later than four weeks after the date of receipt. the notice also states where the complainant may be able to turn instead.

article 7. independent complaints officer

1. the complaints officer is dieuwke van buren, managing director. her deputy is ricardo van loenen, co-founder. the names and positions of both are listed on the complaints page of the website.
2. the complaints officer is not involved in the action or decision complained about. if the complaints officer is involved, the deputy handles the complaint.
3. if the complaint concerns the complaints officer, the deputy handles the complaint. if both are involved, equals refers the complaint directly to the external body in article 10.
4. the complaints officer works independently and receives no instructions about the outcome of the complaint.

article 8. how complaints are handled

1. the complaints officer investigates the complaint and may request information from the complainant, the staff members involved and other parties.
2. both the complainant and the person complained about are given the opportunity to explain their side, in writing or in a meeting. a short report is made of any meeting.
3. the complainant may be assisted or represented by a person of their choice.
4. if the complainant and equals reach a solution together during the process, this is recorded in writing and the complaint is closed.

article 9. time limit and decision

1. a complaint is resolved within six weeks of the date of receipt.
2. if more time is needed, the complainant is informed in writing, with reasons, within those six weeks, including the date on which the decision will follow. the extension is no more than four weeks.
3. the complainant receives a written, reasoned decision. it contains: a summary of the complaint, the findings, the judgement (well-founded, partly well-founded or unfounded), any measures with a time frame, and the option to go to the disputes committee (article 10).
4. if the complaint is (partly) well-founded, equals implements the measures as soon as possible and informs the complainant.

article 10. if the complainant and equals cannot resolve the matter

1. if the complainant does not agree with the decision, or if the complaint has not been resolved within the time limit in article 9, the complainant may submit the dispute to an independent external body. equals is a member of the nrto and is therefore affiliated with these bodies:
   1. participants (consumers): the geschillencommissie particuliere onderwijsinstellingen (disputes committee for private education institutions), via degeschillencommissie.nl. this is possible up to twelve months