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Complaints procedure IPSU B.V.

Article 1. Definitions and scope

This arrangement is understood to mean:

  • the organization: IPSU B.V.;
  • the complainant: the person whose interest is directly involved in the conduct of the organisation;
  • conduct: the acts or omissions of the organisation or its employees;
  • the accused: the organisation against whose conduct a complaint has been lodged by a complainant;
  • a written complaint: a written complaint against the conduct of the accused;
  • the complaints committee: the committee authorised to deal with complaints in the second instance;
  • a notice of appeal: a written complaint against the decision of a director, the absence of a decision by a director or the conduct of a director.

Article 2. Scope of application

These regulations apply to the handling of complaints about the conduct of IPSU B.V. and its employees.

Article 3. Method of submission

  1. A complainant or his representative may submit a complaint to the Director of the organisation that carried out the conduct.
  2. A complaint shall be signed and contain at least the following information:
  • the name and address of the complainant; - the date; - a description of the conduct objected to; - the grounds on which the complainant objects
  1. If the notice of complaint does not meet the requirements referred to in the second paragraph of this article, the director of the organisation will inform the complainant and invite the complainant to rectify the omission within two weeks.
  2. If the complainant fails to remedy the omission, as referred to in the third paragraph of this article, the complaint will not be dealt with.

Article 4. Submission period

The time limit for lodging a complaint shall be six weeks from the date on which the conduct complained of took place.

Article 5. Treatment free of charge

The handling of a complaint is free of charge.

Article 6. Acknowledgement of receipt

The Director shall send an acknowledgement of receipt within two weeks of receipt of the complaint.

Article 7

The Director shall send a copy of the notice of complaint to the Dienst Justis of the Ministry of Security and Justice within two weeks of receipt of the complaint.

Article 8. Oral procedure

  1. The Director of the organisation investigates the complaint and invites the complainant for a personal interview.
  2. The director will hear the complainant and may also obtain information from third parties.

Article 9. Written procedure

  1. If the complainant does not wish to be heard, the complaint will be dealt with in writing.
  2. If the complaint does not meet the requirements set out in Article 3, the complaint will not be dealt with.

Article 10. Decision

The Director shall decide on the complaint within six weeks of receipt of the notice of complaint.

Article 11. Written communication

The decision on the complaint shall be notified to the complainant in writing.

Article 12. Notice of appeal

Within six weeks of receipt of the director's decision, a notice of appeal may be lodged with the independent complaints committee.

Article 13. Method of submission

  1. A complainant or his representative may submit a notice of appeal to the Complaints Committee.
  2. A notice of appeal must be signed and contain at least the following information:
  • the name and address of the complainant; - the date; - a description of the conduct objected to; - the grounds on which the complainant objects.
  1. If the notice of appeal does not meet the requirements referred to in the second paragraph of this article, the Complaints Committee will inform the complainant accordingly and invite the complainant to rectify the omission within two weeks.
  2. If the complainant fails to remedy the omission, as referred to in the third paragraph of this article, the complaint will not be dealt with.

Article 14. Acknowledgement of receipt

The Complaints Committee will send a notice of receipt within two weeks of receipt of the notice of appeal.

Article 15. Method of handling

  1. If a notice of appeal does not relate to one of the subjects referred to in Article 1(7), the Complaints Committee will declare your notice of appeal inadmissible.
  2. If the notice of appeal is admissible, the complainant and the defendant will be invited to a hearing.
  3. The complaints committee may also obtain information from third parties.

Article 16. Decision

The Complaints Committee will take a decision within six weeks of receipt of the notice of appeal.

Article 17

The decision shall be communicated in writing to the complainant and the defendant.

Article 18

A copy of the appeal and the decision shall be sent to the Justice Department of the Ministry of Security and Justice.