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1.  Complaints procedure - PW

1.1  Complaints are treated confidentially. Expressions of dissatisfaction to ProducerWorden about the execution of the agreement must be described in a timely, complete and clear manner and subsequently submitted to ProducerWorden's manager. The course participant/student will receive a confirmation of receipt no later than one week after receipt of the complaint and a written response from ProducerWorden, which also includes a substantive response.

1.2 Disputes arising from this response may be submitted to a third party initiated by ProducerWorden.

1.3 Only after the ''third party'' referred to in the previous paragraph has expressed its opinion on the complaint can a possible procedure be initiated. 
1.4 The student/student sends the complaint in writing to ProducerWorden.

The complaint includes at least:
– name and address of the proposer

– date of submission
– description of the complaint
– reason for complaint

1.5 Sending complaints: the student/student sends his/her complaint by e-mail to ProducerWorden at info@producerworden.nl, attn. J. Verlinden.

1.6 The term for submitting a complaint is four weeks. This period starts on the day after the day on which the complaint arose and was confirmed by ProducerWorden for confirmation. This is a time stamp which gives an indication of the treatment period.

1.7  ProducerWorden gives the student/participant an indication of the expected time that is necessary to deal with the complaint, to deal with it substantively and to answer it.

1.8  ProducerWorden guarantees that every complaint will be handled carefully and with due regard for the privacy of the person concerned.

1.9 If ProducerWorden needs more time to decide whether or not to invoke a 'third party', it will inform the student/participant of this within the already established term of four weeks. 

1.10  All written complaints, with their method of handling, will be kept for a period of one year.

1.11 If a student/student does not agree with the decision of ProducerWorden, he/she can appeal against this decision and turn to the designated ''third party''. Think of a lawyer, lawyer, etc. The written appeal to be submitted includes at least:
– name and address of the proposer
– date of submission
– description of the measure or decision against which an appeal is lodged
– the grounds of the appeal
The notice of appeal must be sent in writing to: info@producerworden.nl

Professional regulations of AN-i

 

1. Definition and Applicability

1.1. AN-i: the appeal body where the student can submit a complaint against his training institute, which provides a binding advice on the basis of the appeal regulation.

1.2. Complainant: the course participant or student who is affiliated with the training institute.

1.3. Training institute: the legal entity or natural person where the complainant has registered or has registered for a course, training or education.

1.4. Education: the course, training or study that is followed at the training institute.

1.5. Complaint: a written expression of dissatisfaction, in which the complainant expresses himself about the way in which the training institute, including the persons associated with the training institute, has behaved in a certain situation or has provided or failed to provide services.

1.6 Handler: the person who investigates the complaint against the training institute on behalf of AN-i and gives the binding advice;

1.7. Secretariat: the secretariat of AN-i.

1.8. Appeal scheme, also referred to as complaints procedure or possibility of appeal: the procedure by which a complaint is submitted, whereby if no mutual solution is reached, the content of the complaint is investigated and on which a binding advice is given.

1.9. Applicability: This complaints procedure applies to all training institutes and their students who are registered with AN-i, which means that the complainant and student can have the complaint settled according to this regulation. By making use of these professional regulations, the complainant and the training institute agree to these professional regulations and the general terms and conditions of AN-i (which can be consulted at www.an-i.nl/av).

 

2. Filing a complaint and the possibility of reaching an immediate solution 

2.1. A complainant submits a complaint in writing to AN-i, for example as an attachment by e-mail and/or by post (for the address, see  www.beroepsregeling.nl).

2.2. AN-i confirms receipt of the complaint to the complainant on working days within 24 hours and then informs the complainant about the procedure to be followed. AN-i will let you know after the initial investigation whether or not the complaint is admissible.

2.3. AN-i investigates whether the complaint is complete and, if necessary, gives the complainant the opportunity to complete the complaint. The complaint must be signed and contain at least: – The name, address, telephone, social security number and e-mail address of the complainant. – The name of the training institute to which the complainant is affiliated – The training that the complainant is following or has followed, stating the start time and the period that the training will normally last ). – A description of the complaint – That the complainant agrees with the appeal scheme and opts for settling the dispute with the training institute through a binding advice from AN-i.

2.4. After receipt of the complaint or the completion of the complaint, the training institute will be informed of the complaint and any supplement, as received by AN-i.

2.5. The training institute is given the opportunity to propose a solution to the complainant via AN-i, aimed at a direct settlement of the complaint. AN-i will submit this solution to the complainant. If the training institute does not make use of this option or if it is not reasonable, AN-i will deal with the content of the complaint.

2.7. If a solution is proposed, AN-i will act as an intermediary, without interfering with the content. Direct consultation between the complainant and the training institute is only possible if a request for this has been submitted via AN-i and both parties agree.

2.8. If a mutual solution is reached, the training institute will record this in writing and confirm it back and forth. This written record is registered by AN-i and kept for five years. This registration closes the handling of the complaint.

2.9. If no mutual solution is reached, the complainant can inform AN-i that it wishes the complaint to be handled.

 

3. Substantive handling of the complaint

3.1. AN-i will designate the practitioner who will handle the complaint substantively and successfully. A party may object to the appointment of the practitioner if there are justified doubts as to his impartiality or independence. The complaint will be treated in strict confidence and will only be discussed with the complainant and those involved at the educational institution.

3.2. AN-i gives the complainant the opportunity to further explain the complaint in writing and, if desired, by telephone where necessary. AN-i will attach the additional information to the complaint. AN-i will prepare a report of any discussion with the complainant containing the relevant points, which will be submitted to the complainant for approval.

3.3. AN-i will send the complaint, any written additions and the interview report to the training institution.

3.4. The training institution will first respond to the complaint in writing. This written response from the training institution is examined by AN-i. Where necessary, the training institute will be given the opportunity to further explain this answer to the complaint in writing and, if desired, also by telephone. AN-i will add the additional information to the answer from the training institute. AN-i will make a report of any discussion with persons from the training institute containing the relevant points, which will be submitted to the training institute for approval.

3.5. AN-i will send the answer to the complaint, any written additions and the interview report to the complainant.

3.6. The complainant can indicate whether he or she wishes a second round of adversarial procedure. If desired, the complainant is given the opportunity to respond in writing to the answer from the training institute, which response will be forwarded by AN-i to the training institute.

3.7. The training institute is given the opportunity to respond in writing to the complainant's further explanation of the complaint, which response is then forwarded by AN-i to the complainant.

3.8. All correspondence that arrives at the secretariat after the second round of adversarial procedure will not be passed on to the practitioner, now that after previous rounds of adversarial hearing, both parties have been able to sufficiently express their point of view.

3.9. AN-i will strive to have each party respond within two weeks and to act within two weeks during the investigation. Where necessary and possible, a postponement will be granted on sufficiently compelling grounds and a delay in the treatment will be announced. If there is no response or late response, AN-i can continue the procedure in the interest of the other party, which may mean that in the absence of a response, additions and the like, a binding advice is given or the treatment is discontinued.

 

4. Position of the parties, admissibility and particulars

4.1. Both the complainant and the educational institution are obliged to give the handler of the complaint an honest presentation of the facts and not to conceal any relevant facts, as well as to inform the handler in good faith. All those involved are expected to express themselves with respect for their fellow human beings and not to behave unlawfully.

4.2. AN-i is not obliged to handle the complaint, in particular not if the complaint does not fall under the applicability of this appeal regulation, if the same (type of) complaint has already been submitted, if the appeal regulation cannot provide an adequate route or solution. for the special situation that arises, as well as when the circumstances to which the complaint relates are under criminal investigation or an opinion is requested from another body with legal capacity. Nor is any advice given  as the educational institute  suspension of payments has been granted or has been declared bankrupt or the business activities have been discontinued, or if provision has already been made for 52 weeks since the circumstances to which the complaint relates. The complainant and the educational institution are obliged to provide relevant information in this regard. The complainant will be informed orally or in writing as soon as possible, but no later than within 3 weeks, if the complaint is inadmissible and/or not to be dealt with.

4.3. The practitioner may, on his own initiative or upon written request, rectify a manifest error in the advice in writing, whereby both parties will be given the opportunity to state their point of view in writing in advance.

4.4. If it turns out afterwards that a party has been guilty of grossly misleading the practitioner of AN-i, the other party can submit this to AN-i for assessment, after which it is solely up to AN-i to determine whether it will proceed. to reopen the treatment, in principle by applying an extra round of adversarial procedure and, where necessary, by reviewing any advice issued.

 

5. Issuing the binding advice

5.1. After completion of the investigation, AN-i will issue a binding advice based on reasonableness and fairness, the training conditions and the provisions of relevant laws and regulations. The advice will in any case include: the parties, the motivation and the date of the advice. The term for providing that advice is four weeks after the last response from a party and, if possible, shorter. If there is a delay, the reason and the new term will be communicated to both parties.

5.2. The binding advice will be sent to both parties by e-mail and by post, as well as simultaneously. With that advice, the procedure ends. After the binding advice, there will be no further correspondence about the outcome and motivation of the advice. The registration of the complaint, the treatment and the advice is kept by AN-i for 5 years.

5.3. The advice is binding on the educational institution and the complainant. This means that a party can legally claim compliance with the binding advice, as a result of which non-compliance constitutes a breach of contract, subject to the exceptions determined by law.

 

6. Emergency procedure

6.1. In circumstances where urgency is required, the complainant may request an urgent procedure when submitting the complaint. This request must be motivated by the complainant.

6.2. If the urgent nature has been determined and after the complaint has been received in full, AN-i will soon propose an abbreviated procedure to the training institute, which will also indicate urgently and in writing whether it agrees with the abbreviated procedure. AN-i will then give the complainant the option of agreeing to the abbreviated procedure, insofar as the executive institution has agreed to this, or to opt for the normal procedure, or to opt out of handling the complaint. the complaint on the basis of this appeal regulation, in particular if the wish for a prompt handling could not be adequately provided for.

 

7. Title, costs and other provisions

7.1. The regulation is cited as the ANI . appeal regulation

7.2. Complaints and complaints are handled in the Dutch language and are governed by Dutch law. The general terms and conditions of AN-i and in particular Article 4.4 apply to these professional regulations (see  www.an-i.nl/av ).

7.3. The costs associated with the handling of the complaint by AN-i are for the account of the training institute, including the costs for the secretariat and the handler. The training institute can only charge the student a contribution if the student has been expressly designated as the unsuccessful party in the binding advice. Whether the training institute asks for this contribution and the amount thereof is determined by the training institute before or after the binding advice, subject to the following maximums: the amount of the student's own contribution is no more than half of the costs to AN- i and no more than 25 % of the amounts that the student must pay to the training institute for the entire training.

7.4. In principle, the complainant and the training institute act independently. Any representation and legal assistance is at your own expense.

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