Complaints

COMPLAINT REGISTRATION AND HANDLING PROTOCOL

This complaint registration and handling protocol applies to all students and participants of training courses organized by WELP Software BV. This protocol is available on the WELP Software BV website, welp.nl.

First and foremost, it goes without saying that all complaints will be treated confidentially. The complaint will only be discussed with colleagues who are necessary to achieve an improvement or resolution. All complaints will be accepted and handled by the complaints officer, Suzanne Smits.

SUBMITTING A COMPLAINT

A complaint can be submitted in writing or verbally to Suzanne Smits, the complaints officer. To ensure proper handling of complaints, all complaints are registered using the attached complaint form (Appendix I). Students are free to use this form to submit their complaint or to formulate their complaint in an alternative manner. It is important that at least the following information is available in a complaint:

- Name of the participant/student

- Date the complaint was submitted

- Name and start date of the training/course

- Name of the trainer (if applicable)

- Description of the complaint

INITIAL RESPONSE

An initial response will be provided within four weeks. This response may request additional information if applicable, provides an initial response, and describes the further steps that will be taken.

PROCESSING

All complaints are handled according to the same structure. After submitting the complaint and receiving the initial response within four weeks, a complaint handling report will be submitted within four weeks. This report will describe the actions taken in response to the complaint and the further steps that will be taken to successfully resolve the complaint and properly implement the feedback within the organization. If the initial response requests further information, the four-week period for the complaint handling report will begin after receipt of the additional information.

If, due to circumstances, it is not possible to prepare a suitable and complete report within four weeks, the participant will be notified. A one-time extension of four weeks can be granted without consultation.

APPEAL

If the participant is dissatisfied with the handling of the complaint, they will be given the opportunity to submit a complaint to the Disputes Committee. They will reach a decision as an independent party, which is binding. The Disputes Committee's decision will be implemented within a reasonable timeframe.

RETENTION

Complaints and versions of this document will all be retained for a minimum period of three years.