THE COMPLAINTS PROCEDURE

Internal complaints procedure
Under the terms of the Wet Kinderopvang (Dutch Childcare Law), Nannies Nursery has drawn up an internal complaints procedure. The procedure describes the method used to handle and register complaints made by parents. Preferably the parents first discuss the complaint with the party concerned. If this does not lead to a satisfactory solution, a formal complaint can be filed. Depending on the nature of the complaint, it can be filed with the complaints officer/location manager. She can be reached via email: [j.berenschot@nanniesnursery.nl]. Formal complaints must be filed in writing.
If the internal complaints procedure does not lead to a satisfactory solution, parents are free to approach theKlachtenloket Kinderopvang, (Dutch National Counter for Childcare Complaints) in The Hague for information, advice and mediation, or to report the dispute to the Geschillencommissie (Dutch Foundation for Consumer Complaints Boards)..
In some cases, it can be important to file the complaint directly with the Geschillencommissie. Their rules and regulations can be found here.

1. Definitions

Organisation: Nannies Nursery

Employee The employee working at Nannies Nursery

Complaints officier: The employee who receives the complaints, monitors the procedure and handles the complaints on the authority of the director.

Location manager: The person in charge of the location where the child has been placed.

Parent: A person that uses, wants to use or has used the services of the childcare organisation for the care of his or her child(ren).

Complainant: The parent filing a complaint
Complaint: Written expression of displeasure.

Klachtenloket Kinderopvang:
Dutch National Counter for Childcare Complaints. Available for information, advice and mediation.

Geschillencommissie: Geschillencommissie Kinderopvang (Dutch Foundation for Consumer Complaints Boards). Available for binding resolutions to disputes.

Written: The term ‘written’ also includes ‘electronic’ unless the law does not allow for this.

2. Initial complaint

If a parent has a complaint, the organization assumes this will be discussed with the party concerned as soon as possible. The initial point of contact is therefore the employee in charge of the group. If this does not lead to a solution, the complaint can be discussed with the location manager. If this does not lead to a satisfactory solution, a complaint can be filed.
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3. Filing a complaint

3.1 A complaint must be filed in writing (a complaint form can be used if the organisation has one, link to form). The complaint should be filed within a reasonable time after the occurrence of said complaint, whereby 2 months is deemed to be reasonable. It should include the date, the name and address of the complainant, the name of the employee that the complaint concerns, the location and the group, plus a description of the complaint.
3.2 If the complaint concerns a suspicion of child abuse, the reporting procedure for domestic violence and child abuse shall enter into force. The same procedure applies if an employee is suspected of a violent or sexual offense. The complaint procedure is then closed.

4. Handling a complaint

4.1 The complaints officer makes sure the complaint is dealt with and registered.
4.2 The complaints officer will send the parent written confirmation that the complaint has been received.
4.3 The complaints officer will keep the complainant informed of the complaints procedure.
4.4 Depending on the nature and content of the complaint, an investigation will be started.
4.5 If the complaint concerns an employee’s behaviour, this employee will be given the opportunity to respond in person or in writing.
4.6 The complaints officer monitors the procedure and the time in which the complaint is dealt with. The complaint will be dealt with as soon as possible, unless circumstances prevent this. In that case, the complaints officer will inform the complainant as soon as possible. The complaint will be dealt with within at least 6 weeks.
4.7 The complainant will receive a well-founded conclusion in writing, including a concrete timeframe in which any necessary measures will be taken.

5. External settlement of complaints

5.1 If the internal complaints procedure does nog lead to a satisfactory solution or outcome, the parent can turn to the Klachtenloket Kinderopvang or the Geschillencommissie.
5.2 The parent can address the Geschillencommissie directly if given the circumstances they cannot be reasonably expected to file a complaint with the organisation.
5.3 The complaint can also be filed with the Geschillencommissie if the complaint has not been dealt with within 6 weeks.
5.4 The complaint must be filed with the Geschillencommissie within 12 months after filing the complaint with the organisation.