Complaints procedure
Complaints regulations WerkmansMobiliteit BV
Paragraph 1
General provisions
Article 1
In these regulations, the following terms are defined as follows:
complaint: an expression of dissatisfaction
data subject: the person towards whom the conduct or statement, as described in Article 2 of these regulations, took place.
Paragraph 2
Filing a complaint
Article 2
1. Everyone has the right to file a complaint with WerkmansMobiliteit BV about the way in which employees of WerkmansMobiliteit BV have behaved or expressed themselves towards him or her in the performance of their duties.
2. Employees of WerkmansMobiliteit BV, as referred to in the first paragraph of this article, also include third parties who have carried out work on behalf of WerkmansMobiliteit BV for clients of WerkmansMobiliteit BV.
Article 3
1. A complaint can be submitted in writing to WerkmansMobiliteit BV.
2. The following information is necessary to handle a complaint:
a. the name and address of the data subject;
b. the name of the person to whose conduct or statement the complaint relates;
c. the date on which the conduct or statement to which the complaint relates took place.
d. a brief description of the facts to which the complaint relates;
3. The person concerned may be assisted or represented by an authorized representative.
Paragraph 3
Acknowledgment of receipt
Article 4
1. Receipt of the submitted complaint will be confirmed in writing within one week.
2. The acknowledgment of receipt contains:
a. the date on which the conduct or statement to which the complaint relates took place;
b. a brief description of the facts to which the complaint relates;
c. a description of the course of the complaints procedure; and
d. the indication of a contact person to whom the data subject can contact if desired.
Paragraph 4
Method of treatment
Article 5
1. The complaint will be handled by the manager of the person to whose conduct the complaint relates, provided that he/she was not involved in the conduct. In the event of (joint) involvement of the manager, the complaint will be handled by his manager.
2. WerkmansMobiliteit BV is not obliged to handle the complaint if:
a. it relates to conduct about which a complaint has already been submitted and which has been handled in accordance with these regulations;
b. it relates to conduct that took place more than one year before the complaint was filed;
3. If a complaint is not processed, the person concerned will be informed in writing as soon as possible, but no later than four weeks after submitting the complaint.
Article 6
A copy of the complaint and the accompanying documents will be sent to the person to whose conduct the complaint relates.
Article 7
1. WerkmansMobiliteit BV gives the person concerned and the person to whose conduct the complaint relates the opportunity to be heard.
2. A written report will be made of the hearing. The report is sent to the person concerned and to the person to whose conduct the complaint relates.
Article 8
1. WerkmansMobiliteit BV will handle the complaint within four weeks after submission.
2. WerkmansMobiliteit BV may postpone the handling of the complaint for a maximum of four weeks. The person concerned will be notified of the postponement in writing and with reasons.
Article 9
WerkmansMobiliteit BV will inform the person concerned in writing and with reasons of the decision on the complaint, as well as any measures that are or will be associated with it.
Paragraph 5
Registration
Article 10
1. WerkmansMobiliteit BV is responsible for a registration of the complaints handled. This registration contains the number of complaints submitted, the nature of the complaints submitted as well as the measures taken in response to the complaints submitted.
2. WerkmansMobiliteit BV sends clients the relevant registration of the complaints handled once every quarter.
Paragraph 6
Final provisions
Article 11
1. These regulations are available for inspection by anyone at the head office of WerkmansMobiliteit BV
2. A copy of these regulations will be provided to anyone free of charge upon request.
Article 12
These regulations come into effect on July 1, 2003 and were last amended on May 16, 2022