Complaints Procedure

Introduction has an internal complaints procedure as prescribed in the Act WKKGZ (Wet Kwaliteit, klachten en geschillen zorg). This procedure describes the way we handle and register customer complaints. Preferably, clients first discuss a complaint with the employee directly involved. If this does not lead to a satisfactory solution, a formal complaint can be submitted. A formal complaint is submitted in writing via the e-mail address:

Our organisation is a member of the Care General Disputes Committee (Geschillencommissie Zorg Algemeen).

Should internal handling of the complaint not lead to a satisfactory solution, the client is free to submit the dispute to the Health Care General Disputes Committee. The regulations and the form to submit a complaint can be found here:

Click on “submit complaint” in the navigation bar.

1. Definitions


Complaints officer: The staff member of the organisation who mediates and informs the complainant about the complaints procedure.

Employee: The employee, working at

Customer: A person who uses, wishes to use or has used the services of

Complainant: The customer (or representative) filing a complaint.

Complaint: Written expression of dissatisfaction.

Disputes committee: Disputes committee on care general (Geschillencommissie zorg algemeen).

Written: Written also means ‘electronically’, unless prohibited by law.

2. Preliminary complaint process

If a customer has a complaint, the organisation assumes that the complaint is discussed with the person concerned as soon as possible and in any case within 48 hours. In principle, the first point of contact is the director. If this does not lead to a satisfactory solution, a complaint can be filed.

3. Filing a complaint

A complaint should preferably be submitted in writing to the e-mail address The complaint should be dealt with within a reasonable period after the complaint has arisen, where 2 weeks is considered reasonable. The complaint will be archived.

4. Handling of a complaint

a. The complaints officer takes care of the handling and registration of the complaint.

b. The complaints officer shall confirm in writing the receipt of the complaint to the complainant.

c. The complaints officer will keep the complainant informed about the progress of the complaint handling.

d. Depending on the nature and content of the complaint, an investigation will be launched.

e. The complaints officer monitors the procedure and deadline for handling. The complaint will be handled as soon as possible, unless circumstances prevent this. In that case, the complaints officer will inform the complainant as soon as possible. In any case, the complaint is handled within a period of 2 weeks.

f. The complainant receives a written and explained decision on the complaint, including concrete deadlines by which any measures will have been realised. The complainant will first be informed of this by telephone.

5. External complaint handling

a. If internal complaint handling does not lead to a satisfactory solution or outcome, the client has the option to apply to the Health Care General Disputes Committee.

b. The complaints officer will inform the complainant of the possibility of submitting a complaint to the Health Care General Disputes Committee.

c. Similarly, if the complaint handled internally has not resulted in resolution within 2 weeks, the complaint can be referred to the Health Care General Disputes Committee.

6. Client files a complaint with the Health Care General Disputes Committee

a. Registration of complaint within 1 week.

b. Disputes committee investigates complaint. Duration max 7 weeks.

c. Decision on average max 8 weeks.