Complaints Procedure TaalTafels

The management and staff of TaalTafels do their utmost to maintain the highest quality of all services and to meet the expectations of clients and partners. However, it may happen that you, as a client, are not satisfied with our behavior or services and wish to file a complaint.
We highly appreciate it if we can first have a conversation to try and resolve the complaint together verbally. If you are still not satisfied after the conversation, you may submit a formal complaint.
A formal complaint is a written notification, sent by post or email, expressing dissatisfaction with the services, results, or (undesirable) behavior. The handling of your complaint is outlined in this complaints procedure.

Article 1: Submitting a complaint Anyone has the right to file a complaint about:

• The quality of the services or the achieved results

• The way in which employees or management behaved in a particular situation

The complaint must be submitted in Dutch, in writing, motivated, and signed, addressed to the management of TaalTafels.
The complaint must include:

• The name and address of the complainant

• The date

• A description of the complaint

Article 2: Not processing a complaint If a complaint is not processed, the complainant will be informed no later than four weeks after the date of receipt.
Reasons for not processing a complaint are listed in the Dutch General Administrative Law Act (Algemene wet bestuursrecht) Article 9:8. See: https://wetten.overheid.nl/BWBR0005537/2017-04-01#Hoofdstuk9

Article 3: Handling the complaint The management of TaalTafels will appoint an independent handler. This is usually the general director. If the general director cannot act independently, the management will appoint another staff member within TaalTafels or an independent external party to handle the complaint.
The handler will confirm receipt of the complaint in writing within two weeks.
After receiving the complaint, the handler will give the complainant the opportunity to explain the complaint further.
Within six weeks after receiving the complaint, the handler will make a decision, which will be sent to the complainant in writing. The decision will include at least the findings, conclusions, responses, and the resolution of the complaint.
If the six-week period is insufficient, the complainant will receive a written indication of when the decision can be expected.

Article 4: Arbitration Board If the complainant believes that TaalTafels has not satisfactorily resolved the complaint, the complainant can submit the complaint to the Arbitration Board (College van Arbitrage) of Stichting Blik op Werk. TaalTafels will then provide all relevant documents to this Board.
The advice issued by the Arbitration Board is final, and both parties must comply with it.

Article 5: Final provisions TaalTafels informs stakeholders about this procedure and ensures it is accessible.
In cases not covered by this procedure, the management will decide.
Each party bears its own costs, including the costs of legal representation if applicable.