Complaints Procedure

Stichting Support a Bit attaches importance to handling signals from people who disagree with a course of action or decision. This complaints procedure describes how a complaint can be filed and how it will be handled.

What is a complaint

A complaint is an expression of dissatisfaction about the way the foundation, a board member or a volunteer has acted or failed to act. Suggestions, questions and general remarks are not complaints within the meaning of this procedure, but are always welcome at contact@supportabit.nl.

Filing a complaint

A complaint can be filed in the following ways:

• By email to: contact@supportabit.nl, with subject line "Complaint".
• By post to: Stichting Support a Bit, municipality of Rotterdam (postal address to follow).

A complaint contains at minimum the name and contact details of the complainant, a description of the event and the date on which it took place. Anonymous complaints are in principle not handled, unless there is a suspicion of serious wrongdoing.

Who handles the complaint

The complaint is handled by the secretary, with the chair in copy. If the complaint concerns the secretary, the chair acts as handler; if the complaint concerns the chair, the treasurer handles the complaint.

Time limits

• Within seven calendar days of receipt the foundation sends a written acknowledgement of receipt.
• The complaint is substantively handled within six weeks of receipt. If this time limit cannot be met, the complainant receives a reasoned extension of up to four weeks.
• The handling concludes with a written response setting out how the complaint has been assessed and which steps, if any, will be taken.

Appeal and external bodies

Anyone disagreeing with how the complaint was handled may, within four weeks of the written response, lodge a written objection with the full board. The board takes a final decision within six weeks.

If the outcome is also unsatisfactory, external avenues are open, such as:

• Mediation by an independent mediator.
• The National Ombudsman of the Netherlands, where it has jurisdiction.
• The civil courts.

Confidentiality

All information regarding a complaint is treated strictly confidentially. Documents are retained as long as necessary for the handling and thereafter in accordance with the retention periods set out in the Privacy Policy.

Registration

The foundation keeps a simple register of complaints received and how they were handled, without identifying individuals. This register serves as a basis for learning and improvement and is discussed by the board annually.