Complaints Procedure – Knowvium B.V.
Effective date: 01-01-2021 (updated)
1. Purpose and Scope
This complaints procedure applies to all participants, students, clients and customers of Knowvium B.V. (hereinafter: "Knowvium"). Knowvium is registered as an educational institution in the Dutch Central Register for Short Vocational Education (CRKBO). This procedure meets the CRKBO requirements for an independent and careful handling of complaints.
2. Principles
Knowvium is a professional service provider and welcomes feedback from its participants. We do our utmost to support you well and to communicate clearly and transparently. Nevertheless, it may occur that you are not satisfied. Any form of feedback – including complaints – is welcome and regarded as an opportunity to improve.
3. Submitting a Complaint to Knowvium
3.1. If you have a complaint, please submit it by e-mail to [email protected]. Please describe as concretely as possible:
what your complaint is about;
when the situation occurred;
which persons or program/activity were involved;
what kind of solution you have in mind.
3.2. After receiving your complaint, Knowvium will contact you as soon as possible to schedule an appointment if needed. The aim is to give your complaint the attention and space it deserves and to jointly look for an appropriate solution.
3.3. The outcome of the internal handling of your complaint will be confirmed to you by e-mail by Knowvium. This will take place within 30 days after the formal submission of your complaint by e-mail.
4. Escalation to the Independent Complaints Committee
4.1. If you are not satisfied with Knowvium’s response to your complaint, you may refer the matter to the independent complaints committee. In that case, you can contact the complaints officer/chair of the complaints committee, currently:
Name: Peter Hendriks
E-mail: [email protected]
LinkedIn: see his profile via the Knowvium website.
4.2. Peter Hendriks acts as the coordinator of your complaint and will agree the further procedure with you. He will do everything reasonably possible to arrive at a mutually acceptable solution.
4.3. Complaints submitted to the complaints committee are treated in strict confidence and can only be filed by e-mail.
5. Working Method and Timelines of the Complaints Committee
5.1. The complaints committee will acknowledge receipt of your complaint as soon as possible and within 10 working days at the latest, by e-mail.
5.2. The complaints committee will submit your complaint to Knowvium as soon as possible and within 10 working days at the latest. Knowvium will respond to the complaints committee as soon as possible and within 10 working days at the latest by e-mail.
5.3. The complaints committee will give both the complainant and the person or body complained about the opportunity to be heard regarding the complaint. Upon request, the parties may be heard jointly or separately.
5.4. The complaints committee strives for a solution that combines, as far as reasonably possible, the values and criteria of both parties and in which both parties can find themselves.
5.5. The decisions of the complaints committee are binding on both the complainant and the person or body complained about. Knowvium will immediately and fully comply with the decisions of the complaints committee. The complainant will also adhere to the decision.
5.6. In principle, a complaint will be handled within 30 working days after acknowledgment of receipt by the complaints committee. A report will be drawn up of the handling and outcome.
6. Extension of Deadlines
6.1. The deadlines mentioned in this procedure may be extended due to, among other things, holidays or illness of the persons involved or members of the complaints committee.
6.2. If an extension is necessary, the persons involved will be informed of this as soon as possible by e-mail. If more time is needed to investigate the complaint, the participant will be informed within 10 working days, including an explanation of the delay and an indication of when a decision can be expected.
7. Confidentiality and Retention Period
7.1. The complaints committee and any external experts (such as a certified mediator) are bound by confidentiality regarding everything that comes to their knowledge in the context of handling the complaint.
7.2. All documents relating to a complaint – including the complaint itself, correspondence and the report of the handling – are retained by Knowvium and/or the complaints committee for a period of two years.
8. Legal Proceedings
8.1. If, after completion of this procedure, the complainant believes that the complaint has not been satisfactorily resolved, the complainant may always submit the dispute to the competent civil court. Unless mandatory law provides otherwise, the District Court of Gelderland, location Arnhem, shall have jurisdiction.
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