klachtenreglement

Complaints Procedure Taalgericht

Upon entering into the course agreement, the student is informed about this complaints procedure and the privacy policy. Both documents can be found on the Taalgericht website. By signing the course agreement, the student indicates awareness of and familiarity with the complaints procedure and the privacy policy. Additionally, all (internal and external) employees are informed about these two documents at the start of their duties.

Purpose of the Complaints Procedure
The primary purpose of the complaints procedure is to address the grievances of the complainant.

Definitions

Complaint:
An expression of dissatisfaction by a student or other party regarding the performance delivered by one or more employees of Taalgericht BV, which has not been resolved or cannot be resolved in the initial contact.

Complainant:
The individual who has lodged a complaint about the services of or treatment received from Taalgericht.

Handler:
An independent employee designated by the director who is not directly involved with the individual(s) against whom the complaint is directed or the situation in question. The handler manages the complaint on behalf of the organization, including registering the complaint, hearing from the complainant and other involved parties, investigating the complaint, and issuing a decision.

Complaint Handling:
The process of registering the complaint, hearing from the complainant and other involved parties, investigating the complaint, and any further actions necessary, resulting in a non-binding decision regarding the validity of the complaint and potential resolution.

Submission and Handling of a Complaint:

Anyone dissatisfied with the services provided by Taalgericht can lodge a complaint via letter, email, or the contact form on the Taalgericht website.
Anonymous complaints will not be processed.
Each complaint is recorded in Taalgericht’s complaints register and is kept until at least the end of the course period and for as long as necessary for the complaint resolution.
The complaint is handled by an independent employee, meaning a staff member not directly involved with the individual(s) against whom the complaint is directed.
The ultimate responsibility for handling the complaint lies with the director.
If the complainant disagrees with the outcome of the complaint handling, they may (for a fee) escalate the complaint to the Arbitration Board of Blik or Werk.
Timeframes:

The complainant receives a written invitation to provide an oral explanation of the complaint to the handler within 2 weeks of lodging the complaint.
The handler resolves the complaint in writing within 4 weeks of hearing from the complainant.
A complaint will be fully resolved within a maximum of 6 weeks.