We are not satisfied with a standard question so why should we give a standard answer?
The purpose of the complaints regulations is to resolve complaints from customers and use the signals to improve our services. How the procedure of complaints work, is expressed in this complaints regulations.
In these complaints regulations the following definitions shall apply:
Advies bij Arbeid BV: the private company Advies bij Arbeid B.V. which implements assignments focused on employment specialist research, rehabilitation and counseling, to and about individuals.
The management: the daily management of Advies bij Arbeid B.V.
The complainer: the person who files a complaint and/or his representative.
Everyone has the right to file a complaint against Advies bij Arbeid B.V. about the way Advies bij Arbeid B.V. or persons acting under the responsibility of Advies bij Arbeid B.V., has behaved towards him or someone else in a particular matter.
Advies bij Arbeid B.V. is responsible for the proper handling of written complaints.
The management is responsible for the handling of complaints. Depending on how the handling of complaints concerns the management, delegated and authorized employee of Advies bij Arbeid B.V. will deal with the complaints.
Written complaints â€¨must meet the following requirements:
As soon as Advies bij Arbeid B.V. acts to the satisfaction of the complainer who's complaint has been answered, the obligation to further application of the rest of these regulations expires.
Within 10 days after receipt of the written complaint an acknowledgment will be send to the complainer. The acknowledgment will contain information about what the complaint concerns and a brief description of the facts on which the complaint relates.â€¨â€¨
Advies bij Arbeid B.V. is under no obligation to treat if not unambiguously state the written complaint when not Advies bij Arbeid B.V. but a third party is subject of the complaint. Advies bij Arbeid B.V. is not obliged to handle the written complaint if the conduct and/or statement that relates to the complaint has/have taken place more than a year ago. The complainer will be informed in writing as soon as possible but no later than four weeks after receipt of the written complaint, if the complaint is not taken into consideration.
To the person whose conduct the complaint relates is a copy of the complaint sent. Advies bij Arbeid B.V. gives the complainer and the person whose conduct relates to the complaint the opportunity to be heard. Place and time of the hearing will be stated by Advies bij Arbeid B.V. eventually by telephone.
Both the complainer and the person whose conduct relates to thus the complaint, have the right to inspect all relevant documents relating to the complaint. Place and time for inspection of such documents is determined by Advies bij Arbeid B.V. Upon request from both the complainer and the person whose conduct relates to the complaint there is the possibility to obtain free copies of these documents. Of this request there will be a report made, which is send by Advies bij Arbeid B.V. to the complainer or the person whose conduct relates to the complaint. Advies bij Arbeid B.V. could reject the request made by the complainer if the complaint is manifestly unfounded or the complainer or the person whose conduct relates to the complaint, has stated its intention to give up its right to be heard. The complainer and the person whose conduct is related to the complaint may pose for their own account witnesses and experts. For special cases Advies bij Arbeid B.V. may decide to take wholly or partly account for these costs.
Advies bij Arbeid B.V. handles the complaint within six weeks after receipt of the complaint. Advies bij Arbeid B.V. may adjourn the handling period by a maximum of 4 weeks. This extension of time for completion is given in written notice to both the complainer and the person whose conduct relates to the complaint, stating the reason for the delay in the handling of complaints and the new deadline that can be expected for the handling of the complaint to occur. After completion of the research, additional research can occur if, after the point of view is put forth, facts and circumstances are known that can be of substantial interest for the complaint. Both the complainer and the person whose conduct is related to the complaint will be informed.
If the complainer or the person on whose conduct the complaint relates, does not meet the request made by Advies bij Arbeid B.V. to appear, give information, submit documents or otherwise to cooperate with the investigation, Advies bij Arbeid B.V. will finish the complaint off based on the available data.
Advies bij Arbeid B.V will inform in writing and substantiated notification the complainer and the person whose conduct is related to the complaint of the findings of the investigation of the complaint and of any conclusions that Advies bij Arbeid B.V. connects on the matter. In this written notice, the complainer will be adviced by Advies bij Arbeid of the possibility to submit a complaint about the conduct of the accused to the Registry Foundation Labor Experts (SRA).
These Regulations shall enter into force on January 1, 2014 and replace previous versions.
These Regulations may be cited as 'Complaints Rules Advies bij Arbeid B.V.'
Complaints can be sent to the address as stated under 'contact'.